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Returns/Exchanges

Let’s face it, even the most compliant dogs can be stubborn and even the cleanest pets get dirty.  The K9 Sport Sack Backpack Pet Carrier is meant to be worn, loved, beat up and shown off. We understand that getting your dog to love it as well may be a lengthy process so please be reassured we will do whatever it takes to ensure that you have the time and resources necessary to never leave your dog behind again. If you need additional training time or accidentally get smudges on your carrier don’t worry!  As long as you have given it your best shot, we will still accept your return.

In our experience 50% of dogs will take right to the K9 Sport Sack on the first try, 30% will need some coaxing with treats and praise, 15% will need more extensive training while 5% will not take to it no matter how good the training or treats. That means there is a 95% chance that with a little more patience and practice, your best friend will eventually come to love the K9 Sport Sack as much as you envisioned when you purchased it!

Before considering a return, please contact our Customer Care team for hints, tricks, tips, size/model confirmation or even to request additional training time. There are always more resources available to make sure you get the most out of your experience than we can put on our standard training materials and we would rather see you destroy your K9 Sport Sack trying to make it work than to assume it is not for you after one attempt.  

In an effort to protect our restocking team, however, we do ask, if possible, that you please keep tags and clean your item to the best of your ability.  In the event you have exhausted all options and have verified that the K9 Sport Sack will not work for you or your pet, follow the steps below and you will be guided through the return/exchange process.  

If no effort has been made to obtain additional time or resources, the condition of your return may be evaluated upon arrival and items with excessive dirt or damage may result in an additional cleaning/processing fee up to 20% of the item's retail value.

In the event of an item being returned or exchanged, please read our policies, then follow these steps:

  1. Email canada@k9sportsack.com
  2. Include your name and order number in the subject line. Please also list "Return or Exchange" to indicate the requested service. 
    1. For a return please list items you are returning and reasons why. 
    2. For an exchange please list items you are exchanging and what you would like to exchange for. 

Our team will get back to you within 24-48 Hours M-F. 

K9 Sport Sack Policies

Returns 

  • All returns must be postmarked within 60 days from the date of receipt. 
  • Refunds will be processed manually once our team has received and reviewed your product(s). The refund will be applied to the original payment method and may take up to 7-10 days to post to your account. 
  • K9 Sport Sack® does not refund original shipping fees and the cost of the return label will be deducted from your refund. (Sorry we are not Amazon). 
  • All returns must be in "like-new" condition and be free of all fur/hair/dirt with original tags included. Products not adhering to this policy may result in an additional cleaning/processing fee of up to 20% of the item’s retail value. 
  • Customers are responsible for their own packaging materials for returns. 

Exchanges 

  • All exchanges must be postmarked within 90 days from the date of receipt. 
  • New product(s) requested for the exchange will be processed automatically once the original product has been packaged and scanned into the mail stream. Please allow 24-48 hours for processing of new items. If you submit an exchange on the weekend your item will not be processed till the following Monday. (International exchanges will ship once original product has been received) 
  • Exchanges are not charged an additional shipping fee for the return of product or for the new product that is shipped. 
  • All exchanges must be in "like-new" condition and be free of all fur/hair/dirt with original tags included. Products not adhering to this policy may result in an additional cleaning/processing fee of up to 20% of the item’s retail value. 
  • Customers are responsible for their own packaging materials for exchanges.

Store Credit 

  • Store credit is processed automatically once the original product has been packaged and scanned into the mail stream. (International store credit will be issues once original product has been received)  

New Products

K9 Sport Sack® reserves the right to introduce new products at any time without advance notice.  Warranty coverage does not include returning an older product for a newer version. 

Still Have Questions? 

Call 385.515.8908 Monday-Friday, 9AM-3PM MST | Email canada@k9sportsack.com

If you have a claim about warranty issues please see our warranty page.