Return & Refund Policy

At Cartivaprox.store, we want every pet parent to feel confident, comfortable, and cared for when shopping with us. Our boutique is built around warmth, trust, and thoughtful pet essentials, and we understand that sometimes an item may not be the perfect fit for your dog or cat.

This Return & Refund Policy explains how returns, refunds, exchanges, order issues, and related requests are handled when you purchase from Cartivaprox.store.

1. Return Window

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, unworn, unwashed, clean, free from pet hair, odor, stains, damage, or signs of wear, and in its original packaging whenever possible.

Because our products are pet apparel and pet accessories, returned items must be suitable for inspection and resale. Items that show clear signs of use, washing, damage, strong odor, heavy pet hair, or hygiene concerns may not be accepted.

2. How to Start a Return

To start a return, please contact us at:

Email: support@Cartivaprox.store
Phone: (800) 361-2613
Business Address: 500 Rue du Cap-Saint-Malo, L'Île-Bizard-Sainte-Geneviève, QC H9C 2P5, Canada

Please include your order number, full name, email address used at checkout, reason for return, and clear photos if the item is damaged, defective, incorrect, or not as expected.

Once your return request is reviewed, we will provide return instructions. Please do not send your item back without contacting us first. Items returned without prior authorization may not be accepted.

3. Return Shipping

If your return is approved, we will provide instructions on where and how to send your package.

Return shipping responsibility may depend on the reason for return. If the item is defective, damaged, or incorrect due to our error, we will work with you to resolve the issue fairly. If the return is due to size preference, color preference, change of mind, or ordering the wrong item, return shipping may be the customer’s responsibility unless otherwise approved by our support team.

We recommend using a trackable shipping service for returns. Cartivaprox.store is not responsible for returned packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.

4. Sizing and Pet Apparel Returns

Pet clothing must fit comfortably and safely. Before purchasing, please review the product size chart carefully and measure your pet’s chest, neck, and back length.

For winter jackets, padded vests, fleece coats, and plush outfits, we recommend choosing a size that allows comfortable movement, especially if your pet has thick fur or is between sizes.

Size differences may occur due to manual measurement, product thickness, fabric structure, or different body shapes between breeds. A small measurement difference does not automatically qualify an item as defective.

If you ordered the wrong size, please contact us and we will do our best to help you with a return or exchange option.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective, damaged, missing parts, or if you received the wrong item, contact us immediately at support@Cartivaprox.store.

Please include your order number and clear photos or videos showing the issue. This helps us review the case quickly and offer the best solution.

Depending on the situation, we may offer a replacement, refund, store credit, or another appropriate resolution.

6. Non-Returnable Items

Certain items may not be eligible for return, including:

Items that have been used, worn, washed, or damaged after delivery
Items with pet hair, odor, stains, or hygiene concerns
Items without sufficient proof of purchase
Items returned after the 30-day return window
Items marked as final sale, clearance, or non-returnable
Gift cards or digital products, if applicable
Personalized or custom-made items, if applicable

If you are unsure whether your item is eligible for return, please contact us before sending it back.

7. Exchanges

We may offer exchanges depending on product availability.

If you need a different size, color, or style, please contact us at support@Cartivaprox.store. If the requested item is available, we will guide you through the exchange process.

The fastest way to receive the item you want is to return the original item first, then place a new order once the return is approved.

8. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method. Please allow time for your bank, credit card provider, or payment processor to complete the refund.

Refund processing times may vary depending on your financial institution.

9. Partial Refunds

In some cases, only a partial refund may be granted. This may apply if the item is returned with missing packaging, light signs of handling, minor condition issues, or if only part of an order is returned.

Cartivaprox.store reserves the right to determine refund eligibility after inspection.

10. Late or Missing Refunds

If you have not received your refund yet, please first check your bank account or payment account again.

Then contact your credit card company or payment provider, as it may take time before your refund is officially posted.

If you have done this and still have not received your refund, please contact us at support@Cartivaprox.store.

11. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to cancel your order before it is processed or shipped. However, once an order has been fulfilled, packed, shipped, or handed to the carrier, we may not be able to cancel it.

If cancellation is no longer possible, you may request a return after receiving the item, subject to this policy.

12. Address Errors

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned, delayed, lost, or delivered incorrectly because of an incomplete or incorrect address, Cartivaprox.store may not be responsible for replacement or refund.

Please contact us immediately if you notice an address mistake after placing your order.

13. Lost or Stolen Packages

Once a package is marked as delivered by the shipping carrier, Cartivaprox.store is not responsible for theft, loss, or damage after delivery.

If your package is marked delivered but you cannot locate it, please check with household members, neighbors, building reception, parcel lockers, or your local carrier office.

We will assist where possible, but final delivery confirmation is generally determined by the carrier.

14. Gifts

If the item was purchased as a gift and shipped directly to you, you may be eligible for store credit once the return is approved.

If the gift giver had the order shipped to themselves before giving it to you, any approved refund may be issued to the original purchaser.

15. Contact Us

For any return, refund, exchange, or order issue, please contact us:

Cartivaprox.store
500 Rue du Cap-Saint-Malo, L'Île-Bizard-Sainte-Geneviève, QC H9C 2P5, Canada
Email: support@Cartivaprox.store
Phone: (800) 361-2613

We are here to help you find the best solution and keep your pet’s comfort at the heart of every order.