Refund policy


Refund Policy

At Canident, your satisfaction is what matters most. We want your experience to feel easy and worry-free from start to finish — so if something doesn't go as planned, we're always here to help.

Email us anytime: Canidentinfo@gmail.com Policy window: 60 days from your delivery date (based on carrier tracking)

Order Changes or Cancellations We begin processing orders quickly, so if you need to change or cancel yours, please email us as soon as you can at Canidentinfo@gmail.com. If your order has already been processed or shipped, we may not be able to make changes in time — and once an order has shipped, it can no longer be canceled.

60-Day Results-Based Guarantee We stand behind our products with a 60-day results-based guarantee on eligible items purchased directly from our official store. To request a guarantee review, email Canidentinfo@gmail.com within 60 days of delivery and include:

  • Your order number
  • Proof of consistent use (photos or video showing the device in use, along with how regularly you've been using it)

If your case is approved, we'll offer a resolution such as a refund, replacement, or store credit, depending on eligibility and the item's condition. Please keep in mind that results can vary from dog to dog, based on their individual needs and how consistently the product is used.

Two Options Within the 60-Day Window

A) Used product — No-results review (return may not be required) If you used the product as directed but didn't see the improvement you hoped for, our team will review your request under the 60-day guarantee. In some cases, we may not ask you to return the item — though we may request additional supporting proof, and we reserve the right to limit approvals to prevent misuse.

B) Unused product — Return for refund If your product is unused and you'd like a refund:

  • Request authorization within 60 days of delivery
  • The item must be in its original condition, with all parts included
  • Any unopened accessories must remain sealed
  • Return shipping costs are the customer's responsibility (unless the return is due to our mistake or a confirmed defect)

Returns sent without prior authorization may be refused.

Items That Can't Be Returned For safety and product-integrity reasons, the following aren't eligible for return:

  • Opened or used consumables
  • Items with missing parts, heavy wear, damage, or signs of misuse
  • Gift cards (if applicable)
  • Final sale items (when clearly marked)

Damaged, Defective, or Incorrect Orders If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at Canidentinfo@gmail.com with:

  • Your order number
  • A description of the issue
  • Photos or video of the product, the shipping box, and the shipping label

We'll sort it out promptly with a replacement or refund, as appropriate.

Return Shipping & Fees

  • Return shipping costs aren't covered by Canident.
  • We strongly recommend using a trackable shipping service.
  • Shipping fees paid at checkout are non-refundable.

Refund Timelines If a return is required, we'll inspect it once it arrives and email you with our decision. Approved refunds go back to your original payment method and typically take 3–10 business days to process, depending on your bank or card issuer. If you haven't seen your refund after 10 business days, just reach out to us at Canidentinfo@gmail.com and we'll look into it.