Shipping, In-store pick-up and returns

Delivery

Last updated: January 10, 2025

We will deliver the items you have ordered as quickly as possible to an address of your choice anywhere in Canada**.

Depending on the delivery address, dimensions and weight of your package, our system will target the best price*** from our transport partners to deliver your online order. Please note that, in order to ensure optimal service, we reserve the right to choose the carrier, even if a specific carrier has been selected during the online ordering process, based on criteria such as cost or speed of delivery. We are committed to ensuring that all shipments are handled from monday to friday with the utmost care, and that delivery times are adhered to wherever possible.

We do not deliver to P.O. Boxes. In-store pickup is always available.

In the event that a problem arises with an order (e.g. missing item, incomplete or undeliverable address such as a P.O. Box), We will contact you by email using the address provided at checkout.

If no response is received within ten (10) business days, the order will not be shipped and a refund will be automatically issued to the original method of payment.

SPECIAL WINTER SEASON NOTICE: Due to cold temperatures, some liquid products may be affected during transit and may experience swelling, leaking, or freezing. As these conditions are beyond our control, we cannot guarantee the integrity of these products during cold-weather deliveries. We strongly recommend in-store pickup for these types of products during this period.

* An order is eligible for free delivery if its total before tax is equal to or greater than $49.

** Additional charges apply for remote areas such as Newfoundland and Labrador, Yukon, Nunavut and the Northwest Territories.

*** Please note that additional charges may apply when purchasing an oversized item.

**** Please note that customs fees may be charged upon delivery for any order outside of Canada.

PROCESSING TIMES

Your online order will be processed within 3 business days (Monday to Friday) of the transaction.

DELIVERY TIME

Your order will be delivered within 2 to 9 business days of processing, depending on the shipping address.

Pick up in-store :

Orders placed with the “in-store pick-up” option must be processed and confirmed before they are ready for pickup.

• Online payment does not mean the order is ready for pickup.
• Your online order will be processed within 3 business days (Monday to Friday) of the transaction.
• You will receive a confirmation email once your order is ready for in-store pickup.

IMPORTANT:

Please wait for the ready-for-pickup confirmation email before coming to the store.

If you arrive before your order is ready, the items may not yet be available.

Exchanges and Returns :

Last updated: January 3, 2024

We do not make exchanges on the website. If you would like a different item to the one you received, you will need to return it to us using the method below and submit a new order, via our website www.paddockanimal.ca. All clearance items will be considered FINAL SALE (40% off or more).

Returned items must meet the following conditions:

• The item must be in its original condition (not worn, soiled, washed, damaged and have no stable smell);
• All tags must be attached to the item;
• The item must be returned in a cardboard box or other packaging that will protect the item during transport (NO return labels should be affixed directly to the item).
  A copy of the invoice must be in the return box;
• The box must be clearly marked RETURN;
• Returned items must be sent to us within 30 days of receipt of your order.

Upon receipt of your return, we will refund the purchase price of the item plus applicable taxes, but not the shipping costs.

You are responsible for paying shipping charges on all returns, using the carrier of your choice.

You may also return the item to our store. If so, you may exchange it for an item of equal or greater value only. If you require a refund, our store will only act as a drop-off point and the refund will be made via the online store.

Please note that since we cannot guarantee that your monitor's settings will render colors accurately, we cannot be held responsible in the event that the color of the product received differs from that displayed on your monitor. The same applies if you order an item in a size or style that does not suit you.

Exception:

- For safety reasons, riding helmets and Hit-Air jackets cannot be returned or exchanged. The manufacturers cannot guarantee this item once it has been sold.

- For safety and quality reasons, we do not accept returns or exchanges on pharmaceutical products, supplements, and care products. Since we cannot guarantee storage conditions after purchase (e.g., exposure to heat or freezing), these items cannot be returned.

You are responsible for paying the shipping fees for any return, using the carrier of your choice.

You may also bring the item back to the store. In this case, you may exchange it only for an item of equal or greater value. If you wish to receive a refund, the store will serve solely as a drop-off point, and the refund will be processed through the online store.

Please note that, as we cannot guarantee that your screen settings accurately display colors, we cannot be held responsible if the color of the received product differs from what was displayed on your screen. The same applies in cases where the ordered item’s size or style does not meet your expectations.

Cancelling an online order

To cancel an online order, please call our customer service department at 450-245-0557. You can cancel an order up until you receive your shipping confirmation. However, an order may already have been packed even if you have not received this confirmation. At this point, cancellation will unfortunately not be possible.

You can check whether or not we have sent the confirmation by calling 450-245-0557. If you have already received the shipping confirmation, you can return the ordered items as soon as you receive them by following the above-mentioned return policy.