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Terms & Policies

Terms & Policies:

Welcome to Heads 'n Tails, thank you for choosing us for all your pet apparel. Your privacy and security are important to us so we make sure you enjoy a safe and secure shopping experience. All personal and credit card information you share with us is handled with the highest security features and held in the strictest confidence.

By purchasing from this Website, you agree to abide by the terms we have set out below. 

Errors and Omissions Policy:

Heads 'n Tails is not liable for any misprints, errors or omissions which include, but are not limited to, graphics, incorrect pricing or product specifications. Not that we expect it to happen but hey, nobody is perfect. By using this website you agree to this, the policies mentioned above and the stuff we’re about to say. No, we are not done. Almost, but not just yet.

Out of Stock Items Policy:

We do our best to keep all items listed in stock. From time to time our suppliers will be out of stock or discontinue on certain items and we cannot ship them to you right away. If an item is out of stock and we cannot ship your order within 3 business days we will contact you by e-mail to find out if you would like us to ship the remainder of your order or wait until all items can be shipped together. Just one more way we bring you customer service that is a step above the rest.

Shipping Policy:

We ship through Canada Post's "Expedited Parcel" to any location in Canada and United States including remote areas in the northern regions such as Northwest Territories, Nunavut, Yukon and Alaska. Our subsidized regional flat shipping fee makes it affordable and enjoyable to shop at Pooch Canada Pet Supplies regardless where you live in North America.The regional flat rate allows you to bulk up your order for yourself or your friends without having to pay any extra shipping charges. We apologize we do not ship outside North America

Return Policy:

We take great care to make sure your order arrives safely. When you receive your order, please check the contents right away. We offer a 48-hour Exchange Policy. In the rare event that you receive a product from us and find it to be defective, damaged or we ship to you in error, you must contact us at for further instructions within 48 hours of receipt (the courier recorded delivery time) and you will receive a prompt replacement. In the event an item is damaged during transit, we will file a claim with Canada Post and they will initiate an investigation process & may contact you. You may be required to return the damaged or defective items to us. 

All that said, here’s another important rule: Due to the nature of pet products, we do not offer refunds. All Sales are final and returns are for exchange only. If you find that you wish to return a product for any other reason (prefer a different color or different size etc.), we are happy to make an exchange and we will adjust the difference in pricing accordingly, if applicable. However, returns must be authorized by us in advance within 48 hours after you receive your order. The actual shipping fees and $4.00 handling charge to cover the shipping materials would be applied on the exchange product(s). We apologize, but we cannot subsidize shipping fees on exchange product(s).

You may return an item for exchange providing:

-We have approved your returns.
-All original display packaging or boxes are returned. They are not marked, written on, damaged or have stickers on them.
-The item is in new condition and has not been used.
-Returns are shipped within 7 days.
-Clearly mark “Return Merchandise” on the return parcel 
-We will not incur any charges for duties, taxes etc due to the parcel not being marked “Return Merchandise to Sender”
-Return shipping fees and insurance is your responsibility. We cannot refund shipping charges.



Privacy Policy:

Information Collection and Use - Information collected on this site will not be sold, shared or rented to others. You, however, may feel free to share our website with as many people as you like. Orders - We request information from customers on our order form. Contact information (like name and shipping address) and financial information (like credit card number, expiration date) are needed to allow us to process, fulfill and alert you to the status of your order. Heads 'n Tails may use this information about your purchases to enhance your shopping experience by notifying you of special promotions, functionality changes and new services that we think you will find valuable. In other words, we’ll be sure you know about the good stuff as soon as we possibly can. You may choose to remove yourself from this list at any time. To be removed from this list, send and e-mail to and title your e-mail "No Promotions" and we will take you off. Just like that. No hard feelings. We may also monitor customer traffic patterns and site usage to help us develop the design and layout that best suits our customers.