FAQ

Shipping

Where do you ship?
We ship to Canadian destinations supported for each product. Check the product information and checkout for destination availability, shipping charges and the applicable estimate before paying.

Where does my order ship from?
Our dog chews and treats are supplied and dispatched by our supplier, Bully Bunches, from Pitt Meadows, British Columbia.

How long until my order ships?
Your order is passed to our supplier as soon as you place it. They pick, pack and dispatch on business days. We do not promise same-day or next-business-day dispatch.

How much does shipping cost?
The applicable shipping cost is shown before payment. Several delivery options are usually offered at different prices and speeds. Some orders qualify for a free delivery option, determined by our supplier; the checkout is where you will see it. There are no additional charges added after checkout.

When will my order arrive?
Checkout shows the delivery options available for your address, each with the carrier's own estimate. The estimate shown against the option you choose is the estimate for your order. Delivery dates are estimates, not guarantees; remote destinations may take longer.

How do I track my order?
You will receive tracking information by email when your order is dispatched and tracking becomes available. A label or tracking number alone does not mean the carrier has received the parcel. If you cannot find a dispatch email, check spam or contact us.

My parcel is lost or delayed. What should I do?
If tracking shows no movement for 7 business days, email ombravashop@gmail.com. We will investigate with the supplier or carrier and either replace your order or refund it. You do not have to chase the carrier yourself.

Returns and refunds

What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, unopened and in their original packaging. For food, treats and chews, we cannot accept returns once the packaging has been opened — this is a hygiene and food-safety requirement.

How do I start a return?
Email ombravashop@gmail.com with your order number and the reason. We will confirm whether the item can be returned and send you the return address and instructions before you ship anything back. Please do not send anything back before we have replied — items returned without prior confirmation cannot be refunded, because our products ship from our suppliers' warehouses.

What if my order arrives damaged, defective or wrong?
Email us within 7 days of delivery with a photograph. We will replace it or refund it in full, including shipping, and you will not be asked to return the item at your own cost.

When will I get my refund?
Once your return is received and inspected, we will email you to confirm. Approved refunds are returned to your original payment method within 10 business days. Original shipping charges are not refunded except where the item was damaged, defective, or sent in error.