Refund policy

Last updated: August 12, 2026

We want you (and your pets) to be happy with every order. Because we fulfill through partner warehouses, returns need a quick check-in with us first so we send the right instructions.

30-day return window

You have 30 days from delivery to start a return for unused items in original condition and packaging.

How to start a return

  1. Email support@blackpinetrading.com with your order number, what you’d like to return, and why.
  2. We’ll reply with a Return Authorization (RA) and where to send the item. Don’t ship anything back without an RA — unsolicited returns can get lost.
  3. Pack the item securely with the RA reference in/on the package.
  4. Once we (or our partner) receive and inspect it, we’ll process your refund to the original payment method, usually within 5–10 business days after inspection.

Return shipping

  • Our mistake (wrong item, damaged, defective): we cover return shipping or send a prepaid label when available.
  • Change of mind / ordered the wrong item: return shipping is on you unless a promotion says otherwise.

What we can’t accept back

  • Items that are used, damaged from misuse, missing parts, or not in original condition
  • Items returned without an RA
  • Gift cards and digital items (if offered later)

If a product arrives defective or incorrect, contact us with photos — we’ll make it right even if you’ve opened the package to inspect it.

Exchanges

We don’t run a separate exchange inventory. Return the original (if eligible) for a refund and place a new order — that’s usually fastest with partner-warehouse stock.

Refunds

Refunds go back to the original payment method. Shipping fees are refundable when the return is due to our error; otherwise shipping is typically non-refundable.

Cancellations

If you need to cancel, email us as soon as you can. We’ll stop the order if it hasn’t been handed to the supplier yet. Once it’s in fulfillment or shipped, we’ll help you through the return flow instead.

Manitoba

We’re based in Manitoba. If a product is not as described or arrives defective, contact us — we’ll make it right. The terms on this page apply at checkout.

Questions: support@blackpinetrading.com