Ordering & Shipping & Refund Policy

 By completing the purchase, you agree and comply with our policies.

Important Information Before Purchasing

  1. Accurate Information Required: Please ensure that all your information, including your shipping address and contact details, is accurate when placing an order. Incorrect information may result in delays or undelivered packages, and no refunds will be issued for undeliverable packages due to incorrect addresses.
  2. Order Confirmation: After completing your purchase, you will receive a confirmation email with your order details. Review this email carefully to ensure everything is correct. If you find any discrepancies, please notify us within 24 hours.
  3. Payment Processing: If your credit card payment fails, you may see a pending transaction on your account. This pending transaction will be canceled within 24 hours to 5 business days, depending on your bank’s policies.
  4. Cancellations: Once a tracking number is issued, orders cannot be canceled. This also applies to pre-orders. Please review your order details carefully before finalizing your purchase.
  5. Pre-Orders: If your order includes a pre-order item, we will wait until the pre-order item arrives at our warehouse before shipping all items together. We do not ship in-stock items separately from pre-order items.
  6. Final Sale: All sales are final. We do not accept returns or exchanges, except in cases of defective products, which are subject to the brand’s warranty as outlined in the product manual.

Shipping Process and Possible Issues

Shipping Time and Shipping Rate

- Note: If the serving warehouse is out of stock, sourcing from another warehouse may take an additional 3-7 business days. The delivery dates listed are based on the assumption that all provided shipping information is accurate. Actual delivery times may vary based on circumstances. Please monitor your order tracking information.

Additional shipping charges may apply for certain remote or suburban areas.

During a sale event, you will receive your order in 3 to 12 business days.

Essential Shipping Information and Notices

Order Information

  • Shipping Address: Ensure that you provide a complete and accurate shipping address when placing your order. This includes your full name, street address, apartment number (if applicable), phone number , email address and any additional information such as your buzzer number.

  • Apartment Deliveries:

    If your shipping address is an apartment building:
    • Provide your buzzer number to allow the driver access to your building.
    • Ensure your name is listed on the building’s directory if a concierge will receive parcels on your behalf. If your name is not listed, the driver may be unable to complete the delivery.

  • Shipping to Business Locations

    If your shipping address is a business location, please ensure that you provide the company name and business hours. While the driver will make an effort to deliver during these hours, we cannot guarantee that the delivery will occur within the specified timeframe.

    No PO Boxes: We do not ship to PO boxes.

Cancellations

  • No Cancellations After Tracking Number Issued: Once you receive a tracking number, your order cannot be canceled. This also applies to pre-orders.
  • Order Verification: We understand that mistakes can happen. Please check your order details carefully upon receiving the confirmation email. If you notice any errors, please notify us as soon as possible, preferably within 24 hours.

Incorrect Address

  • Undeliverable Packages: If your package cannot be delivered due to an incorrect address provided by you, no refund will be issued. It is the customer’s responsibility to ensure that the shipping address provided is accurate and complete.
Delivery Process
  • Safe Drop: We request the carrier safe drop parcels at your doorstep by default. However, if the carrier cannot do so, they may leave a pickup notice or transfer the parcel to a post office or smart post location.
  • Pickup from Post Office: If your parcel is transferred to a post office or smart post location, please pick it up within 5 business days. Failure to collect the parcel within this timeframe may result in it being returned to our warehouse.
  • If your parcel got returned to our warehouse by the carrier, you could request a gift card of equivalent value as a form of refund. However, a restocking fee of $1 per item and, if any, the return shipping fee will be deducted from the refund. A request to ship the parcel again is possible. However, the shipping cost for shipping it again will be your responsibility.

    We always make sure we ship the parcel to the shipping address provided by you. However, if anyone at the provided shipping address rejects the package for any reason and the carrier must return the package to us, we'll not be responsible for a refund.

Packaging Details

  • We guarantee that all products are brand new and come directly from the brand. They are shipped in their original packaging without any signs of being opened, ensuring that you receive items exactly as they left the manufacturer.
  • For the cat litter packaging, during transportation, the package can collide, causing the bag to lose its vacuum. This does not affect the cat litter's function and shelf life. The primary purpose of the vacuum packaging is to reduce dust and minimize the package size for easier shipping. The quality and effectiveness of the cat litter remain unchanged even if the vacuum seal is compromised.

Payment Issues You May Encounter

  1. Failed Credit Card Transactions:
    • If your credit card payment fails, you might notice a pending transaction on your account. This is a temporary hold, and the amount will not be deducted from your account. The pending transaction will be automatically canceled within 24 hours to 5 business days, depending on your bank’s processing time.
  2. Incorrect Billing Information:
    • Ensure that your billing information matches what your bank has on file. Mismatched information can cause payment failures or delays. If you encounter issues, double-check your billing details and try again.
  3. Multiple Charges:
    • If you see multiple charges for one order on your account, this might be due to multiple attempts to complete the payment. Don’t worry—only one successful transaction will be processed, and any duplicate pending charges will be canceled by your bank within a few days.
  4. Delayed Refunds:
    • If you are expecting a refund but haven’t received it yet, first check with your bank or credit card company. Refunds can take some time to process. If you still have not received your refund after several days, please contact us at customerservice@teddybob.ca for assistance.
  5. Currency Conversion:
    • If you’re making a payment with a card from a country outside of Canada, your bank may charge a currency conversion fee or offer a different exchange rate. Be aware of these potential charges and check with your bank for more details.
After Delivery: Missing or Damaged Items
    • Missing Items:
      • Inspect the Package: Upon receiving your parcel, carefully inspect the package for any signs of damage and check if all items are present.
      • Report Missing Items: If you find that an item is missing, contact us within 7 days of the carrier marking your parcel as delivered. Provide the name and quantity of the missing item. We will review the shipping records and either send you the missing product or issue a refund.
    • Damaged Parcels:
      • Do Not Open: If your parcel arrives damaged, do not open it. Take clear photographs of all sides of the package, including the shipping label, and contact us within 7 business days.
      • Filing a Claim: You must file a claim with the carrier and forward the claim number to us. We will also file a claim as the sender. Refunds will be issued only after the carrier approves the claim.
    Warranty and Returns
      • Warranty: The warranty for products is provided by the brand and is as outlined in the product manual. Please refer to the product manual for specific warranty details.
      • Returns and Exchanges: All sales are final. There is no return or exchange for sold items.
      • Defective Products:
        • Reporting Defects: If you believe you received a defective product, take clear pictures or record a video showing the defect and send it to us at customerservice@teddybob.ca within 30 days of delivery. We will forward the information to the brand for review, and if confirmed as defective, we will issue a refund.

      Customer Support

      For any issues, please email us at customerservice@teddybob.ca. We will respond within 24 hours if action is needed.

      Mandarin service is available.

      Thank you once again for your order. If you have any questions, please feel free to contact us.