Our 90-Day Pop Promise

At our store, we want you and your pet to enjoy your purchase with confidence. Our 90-Day Pop Promise and return policy explain how we handle damaged products, returns, and refunds. We serve customers worldwide and comply with applicable consumer protection laws.

1. Our 90-Day Pop Promise

If your herding ball pops or tears within 90 days of its original delivery date during normal play, including pushing, chasing, or herding, please contact us through our Contact page.

Include your order number and a clear photo showing the damage.

Your first claim: We will send you one free replacement ball at no additional cost. You do not need to return the damaged ball.

If the replacement also fails: If the replacement ball pops or tears during normal play within 90 days of the original delivery date, we will refund the purchase price you paid for the ball. Under this voluntary promise, shipping charges and taxes are excluded where permitted by law.

The Pop Promise covers one replacement per ball. The 90-day period is measured from the original delivery date, not the replacement delivery date.

This voluntary promise does not limit or replace any statutory rights or remedies you may have under applicable consumer protection laws. Where the law requires a different remedy or a broader refund, those legal requirements take precedence.

2. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from the product you ordered, please contact us as soon as possible. For our standard customer-service process, contact us within 30 days of delivery through our Contact page and provide your order number and photos of the issue.

We will assess the issue and arrange an appropriate replacement or refund at no additional cost to you, as required by applicable law.

The 30-day reporting period is a customer-service guideline, not a waiver or limitation of any longer statutory rights or deadlines. Your legal rights regarding defective, non-conforming, or misdescribed goods remain unaffected.

3. Other Returns: Wrong Size or Change of Mind

For returns due to a wrong size or a change of mind, our standard return window is 30 days from delivery.

Please contact us before sending an item back. We will provide the return address and instructions.

Where permitted by applicable law, items returned under our voluntary return policy must be unused, in their original condition, and in their original packaging.

Exceptions required by law: Some jurisdictions grant customers a legal right to cancel or withdraw from an online purchase within a specified period. Where such rights apply, we will honor them even if an item has been opened or handled as reasonably necessary to inspect it, subject to applicable legal requirements and exceptions.

For ordinary voluntary returns, the customer is responsible for return shipping costs where permitted by law. If an item is defective, damaged, or incorrect, we will cover the applicable return costs as required by law.

4. Refund Processing

Once we receive and, where appropriate, inspect an eligible returned item, we will process your refund to your original payment method within 10 business days, unless applicable law requires a different or shorter deadline.

Refunds will include any shipping charges, taxes, or other amounts that must legally be refunded. For voluntary returns and the Pop Promise, refunds are otherwise limited to the amounts described in the relevant sections of this policy, where permitted by law.

Your bank, card issuer, or payment provider may need additional time to post the refund to your account.

5. How to Request a Return or Refund

Please contact us through our Contact page and include:

• Your order number.

• The reason for your request.

• Clear photos of any damage or defect, if applicable.

Please wait for our return instructions before shipping an item back. No return is required for a Pop Promise replacement unless we specifically advise otherwise.

6. International Orders and Consumer Rights

This policy applies to orders placed worldwide, subject to the mandatory consumer protection laws applicable to each transaction.

Nothing in this policy excludes, restricts, or waives any non-waivable statutory rights, guarantees, or remedies. If local law provides a longer return or cancellation period, a different refund deadline, or additional rights for defective goods, the applicable legal requirements take precedence over this policy.

7. Contact Us

For questions about returns, refunds, damaged orders, or the Pop Promise, please contact us through our Contact page.

Our customer support team is happy to assist you in English or French.