Refund policy

Return & Refund Policy

At True North Pet Station, many of our products are handmade, made to order, or personalized specifically for you and your pet. We take great care in creating each order and want you to be happy with your purchase.

Custom and Personalized Items

Products that have been personalized, customized, embroidered, monogrammed, specially sized, or made to a customer’s specifications are considered final sale and cannot be returned or exchanged, except where required by applicable law.

Non-Custom Items

For eligible non-custom items, please contact us within 14 days of receiving your order to request a return. Items must be unused, unworn, in their original condition and, where applicable, in their original packaging. Please contact us before sending any item back. Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.

Damaged, Defective or Incorrect Orders

Please inspect your order when it arrives. If your item is damaged, defective, or you received the incorrect item, contact us promptly with your order information and photographs so we can review the issue and make it right.

Cancellations

Because custom and personalized products may enter production shortly after an order is placed, cancellation may not be possible once production has begun. Please contact us as soon as possible if you need to request a change or cancellation.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

For questions regarding a return, refund, or order issue, please contact True North Pet Station through the contact information provided on our website.

This policy does not limit any rights or remedies available to consumers under applicable law.