Refund policy

YOU ARE IMPORTANT TO US!

We here at Handsome Mountain understand that sometimes we get a change of heart and we want all of our customers to be 100% satisfied, and so, we offer a flexible return and exchange policy in which we can help you find the right product that you were looking for in the first place!

Obviously any online shopping is a bit difficult when you are unable to physically see and touch the item(s) that you are purchasing, so we have tried to include as much detailed shots and sizing information as possible on our website. However, should you have further questions and/or any inquiries ahead of your purchase we would be more than happy to get back to you through our email: info@handsome-mountain.com within 24 hours.

FINAL SALE ITEMS:

• Anything that has been used/worn, and are no longer in a sellable condition.
• Anything that is a SALE ITEM - unless it has a design, or manufacturing flaw*
• Anything that has been MONOGRAMMED & personalized for you.

HOW TO RETURN OR EXCHANGE:

If you wish to return or exchange an item, please advise us within 7 days of receipt. Upon receiving our “Approval to Return and/or Exchange Confirmation” email, please ship us back the unused and unwashed item in the original state as shipped, including all original attached hangtags and packaging, and we will happily exchange your item(s), or issue your refund back to your account in the same form of payment.

The customer is responsible for the return and/or exchange shipping costs at this time, but we anticipate on making this a more flexible policy in the long run. Should you have any specific cases, please feel free to email us with your questions and/or scenario and we will gladly discuss the circumstances.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item as it may be through an alternate service and is out of our control. We do recommend to use the same shipping service from which you received it, although you may use whichever service you prefer.

Once you have received our “Approval to Return and/or Exchange Confirmation” email, please send all returns and exchanges with your original receipt to the following address:

Handsome Mountain Pet Supplies
2363 Windridge Drive
North Vancouver, BC
V7H 1B6

Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at info@handsome-mountain.com.

SHIPPING DESTINATIONS:

We currently only ship throughout Canada and the U.S.A., and we work closely with Canada Post/USPS for all shipping needs.

Should you be interested in receiving a quote on a shipping cost(s) to your specified location - please send us an email, and we will gladly help you determine the best form of shipping :)