Returns & Refunds

TRANSACTIONS

All purchases and refunds issued by FIDO.com will show up on your credit card statement from FIDO.com - GIVE. 

All products, purchases and refunds are in Canadian currency. 

For US customers, currency conversion and rates for purchases and refunds occur at the time of the transaction.

EXCHANGES

Unfortunately, we do not offer product exchanges. We would be happy to refund your purchase. Please refer to our Returns and Refund section below for more information. 

RETURNS & REFUNDS

At FIDO.com, customer satisfaction is our top priority. We handle each query on an individual basis to ensure we give you the best response. We do hope that you are 100% delighted with your order; however, if you are not satisfied with your purchase, we will happily offer you a refund. 

Refund Eligibility
To be eligible for a refund, your item must be in the original packaging, unused, carefully wrapped with all the original tags and in the same condition that you received it.  

In order to be eligible for a refund, you must return your items within 30 days of the initial receipt of your order. Refunds will be issued to the original payment method (excluding any shipping costs).

After 30 days from initial receipt of your order, you will not be eligible for a refund. 

We have tried to be as accurate as possible with our product sizing and descriptions to help you make a more informed purchasing decision. Please take your time and order the right size to ensure a return is not required.

If the product is either defective, damaged or incorrectly shipped when you receive it, please Contact Us so we can make arrangements to pick it up and have a new replacement product shipped to you.

In any event that you ask for a refund, please note that you will be required to ship the product back to us at your own cost. We do not cover shipping back fees and they are non-refundable.

If you are a US customer returning a product to us for a refund, please make sure to indicate in your shipping waybill that your item is a RETURN to avoid any cross border duty, taxes and fees.

We recommend using the original box as well as the same courier partner to track the parcel's return.

Make sure you include a copy of your invoice for proof of purchase inside the box and please write the RMA number on the invoice. If a return is sent without an RMA number, we will not be able to issue you a refund.

You will need a tracking number for all returned items. We are unable to refund items that are damaged due to improper protection and we are not responsible for lost or damaged products being returned to us. You should consider purchasing shipping insurance. We can't guarantee that we will receive your returned item and cannot refund returned orders which we don't receive.

Please do not send your purchase back to the manufacturer unless we advise you to do so.

Returns and Refund Process
To start the return process, please Contact Us with the following information:

  • Your first and last name
  • Email address
  • Order number
  • Select the reason for your return
  • In the message, list the item(s) that you would like to return, date you received your product and the reason / issue for the return (faulty product, wrong size, damaged product or packaging, etc.)

Once we receive your email, one of our Customer Care Team members will reach out to you within 48 hours with a Return Merchandise Authorization Number (RMA #) prior to you shipping your product back to us.

Processing Refunds
Due to Covid-19, returns sent by mail are being delayed 4-6 weeks due to high volume and additional safety precautions taken by shipping carriers and at our return center.

We ask that you allow up to 5 working days for us to process your refund after we have received your returned item. Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as 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 yet, please Contact Us. We will do our best to help.

Please note that Sale items cannot be refunded. We can issue you a store credit through a FIDO.com eGift Card.

Clearance items are final sale and cannot be refunded.

CANCELLATIONS

It's ok if you changed your mind. Should the need arise to cancel an order after you've placed it, we will do our best to accommodate your request. Order cancellation is a time-sensitive action, so please Contact Us within 12 hours of placing your order.

Please note, that once your order moves into the processing stage, we will no longer be able to cancel it. You will need to receive your order and then follow the Returns and Refund Process above.  

Thank you for shopping at FIDO.com.

Customer Care Team @ FIDO.com