Shipping

How long does it take to process my order?

Your order will be processed within 2 business days. If parcel shipping has been selected, your order will ship on the 3rd business day. If local delivery was selected, we will delivery during the weekend based on when the order was received.

Which shipping carrier do you use?

You’re able to select either Canada Post and Purolator on the check out page. Both carriers offer standard and expedited/express.

We offer local delivery within Calgary, Alberta.

Do you ship internationally or outside of Canada?

We are still in the process of growing our small business. Currently, we’re only shipping within Canada. There are future plans to expand to ship and sell outside of Canada.

Where do the products ship from?

Your order will ship from Calgary, Alberta. We’re a locally run, small business in Calgary!

How do I track my order?

Once your order ships, we will send an email to you with tracking information that you can use to track your order. Please allow for 24 hours after your order ships for updated details.

When will I receive the tracking number?

We will send you the tracking number when your order has shipped. 

What happens if my package is lost, stolen, or damaged?

We do our best to ensure that your order will be well protected during shipping. If the product is damaged, please contact us hello@momijidogs.com within 3 days of receiving your parcel with your order number and photos.

For lost or missing packages, if the tracking shows “delivered” but have not received your order, we kindly ask you to wait 48 hours before contacting us. If your parcel hasn’t arrived after, please contact hello@momijidogs.com with your order number.

Can I change or cancel my order after placing it?

Yes, you can change or cancel your order within 24 hours of placing the order. Please send an email as soon as possible to hello@momijidogs.com and include your order number, reason for change/cancellation and any additional details.

Returns and Refunds

What is your return policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Exclusions apply.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. If the hang tags are detached from the product, exchanges or returns will not be processed.

MOMIJI Dogs reserves the right to reject any returned product that does not comply with our return policy.

For full details, visit our return policy page.

Are there any items that can’t be returned?

Due to hygienic reasons, the following items cannot be returned after purchasing:
Treats that have been opened and/or unsealed
Toys that have been chewed and/used
Pet care items that have been open and/or unsealed such as combs, wipes, lotions, creams, toothbrushes, shampoos, etc. 

Additionally, final sale items with pricing ending in .97 and gift cards are non-refundable.

How do I return an item?

To start a return, you can contact us at hello@momijidogs.com. We will reach out and provide you with the return address information. We’ll reach out to you within 1 business day.

Do I have to pay for return shipping?

Shipping payment will be determined on a case-by-case basis. We will help you out with your concerns and depending on the type of concern, the cost of shipping can either be on us or the customer.

When will I receive my refund?

We will notify you once we’ve received and inspected the returned items. We will refund immediately once your return was approved. Please note that it can take up to 14 days for your bank or credit card company to process the refund. You will also receive an e-mail stating that a refund has been issued.

Can I exchange an item?

We carry limited stock. If you need to exchange an item for a different size or color, please email us as soon as possible using our email: hello@momijidogs.com. Preferably before 14-business days from when you received your order.

The general process would be to place a new order online and return the unwanted item for a full refund within 14 business days of receiving your order. If you need assistance with this process please feel free to contact us at: hello@momijidogs.com

What if I received the wrong item or defective product?

If you received the wrong item or received a defective product, please contact us as soon as possible and we’ll work to resolve the issue. 

If your item becomes damaged through normal use, we’re unable to take back the item or offer a refund.