Return Policy

We understand that sometimes what you buy online won’t work out exactly the way you thought it would. While we will truly do our best to accommodate your requests, we'll be upfront: returns are not an easy process. We have to follow certain regulations and restrictions. Listed below are what you'll need to know before you buy and should you decide you want to return something to us.

PLEASE READ BEFORE YOU ORDER

First, let’s cover some basics to help avoid the whole Returns issue to begin with (if possible).

Measure Your Dog and Space
The top reason for returns is that customers purchase the wrong size. The absolute best way to ensure that you (and your pet) are completely satisfied with the items you purchase is, before you order, to take the time to measure your pet and measure the space where you intend to put the item. Then follow the guidelines for all products that have a Sizing Guide on the product page. If you have any questions about what is the best size or style for your dog, please contact us and we will help you figure it out.

Shipping Address
Make sure your shipping address is correct on your order. This may sound like a no-brainer, but a quick double-check could save you money (redirecting shipments or re-shipping if something is undeliverable is not cheap). If you live in an apartment, regardless of whether it's a gated community or has a doorman, you must include a unit number. FedEx or UPS is not responsible for misdeliveries to addresses that are wrong or to apartments that do not have unit numbers specified in the shipping address (and they will charge you!).

Returns and Your Refund
If you do these things and still need to return something, that’s totally fine. Here are some things for you to know. It’s a lot of words to read, but it gives you everything you need!

14-Day Returns Policy
We have a 14-day return policy. If you bought something from us, we will accept it back within 14 days of the delivery date (given the other stuff below).

Exchanges
We don’t do exchanges. But if you want to return something for a different size, for example, return what you got using the steps below, and then order the replacement. It’s a cleaner process than exchanging it.

Returns
To get the return process started, fill out our Return Form. You must do this to begin the process, because we must get a Return Authorization Number for you. Please do not mail your return without a Return Authorization Number! You most likely will NOT receive credit for having returned the item and most likely you won’t get a refund if you return an item without an RA#. It’s just that simple.

Proof of purchase from FikaGO.ca is necessary for all returns and exchanges.

Any item that has been purchased secondhand will not be accepted for return or exchange.

We can ONLY take an item back if it is in brand new, never used, never washed, never installed, never assembled condition, and your dog (or any other pet) has never had any contact with it – EVER. All of the original packaging must be in the box when the manufacturer receives it. As much as we’d like to take back any item for any reason, the simple fact is – we are unable to accept any returned item that has pet hair, pet odor, has been assembled or installed (or attempted assembled or installed), or in any way looks or smells like a pet has been in contact with it. (If you set it down on a carpet that has pet hair, use a lint brush on it before you box it back up).

Please allow 5-7 business days for us to process your return after you fill out the Return Form. We have to get a Return Authorization Number so it can take a few days to get you the information you need for the return. We’ll send you the Return Authorization Number and instructions for how to return the item. You then have 14 days to get it in the mail. If you mail it on day 15 or after, we are unable to honour it, and then we won’t be able to give you a refund.

Restocking Fees
We charge a restocking fee of 30% of the purchase price for merchandise that is returned for reasons other than manufacturing defects or shipping errors.

Refunds
For all returns, the cost of both outbound shipping and restocking fees will be deducted from the original price you paid for the item. Refunds will be credited to the payment method used for the purchase.

For example, let’s say you purchase a pet stroller (or any other item) for $500.00. The purchase price includes free shipping, and the manufacturer charges a restocking fee of 30% for all returns. When you receive the mat, you realize that you purchased the wrong size. You want to return it for a refund. If you have attempted to install the mat, we cannot accept the door for return, nor can we issue a refund. If you realize the sizing error without your dog having any contact with it or without attempting to install it, you may return the mat. This is the refund calculation for this example:

Example:
Purchase Price: $500
Restocking Fee (30%): $150
Outbound Shipping: $68
Total Refund Amount: $282

Return Shipping
For all returns (except those described in the section below), you are responsible for return shipping.

Defects, Damaged Goods, and Shipping Errors
We do our very best to get your order to you on time and in brand-new condition. Unfortunately, there are occasionally manufacturing defects, damage during shipping, and shipping delays that we don't have control over. Of course, if there is a defect or the item was damaged in shipping, we will replace the item at no cost to you, and will get the replacement out to you as soon as possible. If you would like a refund instead, that’s fine. We’ll need to deduct the shipping and restocking fees from your refund.

Receiving Your Order
In any situation, it is very important that you inspect the package as soon as you pick it up and take possession of it.

• If there is any damage to your order, please contact us right away so we can file a claim with the shipping company.
• It is your responsibility to check that all items are correct and undamaged and all pieces are accounted for. If the product is damaged in shipping, contact us within two (2) business days and we can work with the manufacturer to have a new one shipped to you.

If only part of an item is damaged during transportation, you may accept the order, note the damages, and contact us within two (2) business days of receiving your order. We will work with the manufacturer/supplier to send you the replacement parts.

Warranty

FikaGO offers a one-year warranty for the original owner, starting from the first day the order is received. During this period, if any quality issues arise under normal use, we will provide replacement parts free of charge. However, damages or quality issues resulting from abnormal use may incur additional fees. After the one-year warranty period, charges will apply for any needed replacement parts or repairs.

If you have a warranty issue (manufacturing defect) within the 14-day window after receiving the product, please fill out our Return Form and let us know the problem. We will work with you and the manufacturer to resolve the issue as quickly as possible. The supplier will send you a replacement right away at no cost to you or, if you'd prefer a refund, you will be responsible for shipping charges.