Frequently Asked Questions

1. How long does shipping take for in-stock items?

Shipping for in-stock items typically takes 1-3 business days to fulfill before being dispatched. Please note that this timeframe does not include the actual shipping time, which may vary depending on your location.

2. What is the estimated shipping time for pre-order items?

Regarding standard-sized pre-order items, you can expect an estimated shipping time of around 2 months starting from the purchase date. However, for oversize items, please anticipate a shipping time of approximately 3-4 months. This time frame accounts for the necessary processing, manufacturing, and shipping procedures involved in bringing the product to you. We appreciate your patience and understanding as we work diligently to fulfill your order and ensure its timely arrival. Rest assured that we will make every effort to keep you informed regarding any updates or changes to the delivery schedule. However, by paying extra for shipping, we can make the process faster. The fastest shipping option will take only two weeks. If you're interested in this quicker delivery, please get in touch with us.

3. What is the estimated shipping cost?

Shipping costs vary. During checkout, the shipping fee will be automatically calculated. Orders over 40kg qualify for free direct shipping within North America. Additionally, orders over $99 enjoy free shipping for smaller items within Canada/US.

4. Are there any discounts available for pre-order items?

We appreciate your trust and patience in pre-ordering items at full price, and we would like to express our gratitude by offering discounts on these pre-order items. The discount amount may differ depending on the specific product, so please refer to the product listing for more detailed information. Please be aware that the discount cannot be applied if you choose to pay a deposit of half the item's price and then settle the remaining balance before delivery. It's important to note that for this payment method, we can only process your payment through Interac e-transfer.

5. How can I pre-order an item?

To place a pre-order for an item, simply visit the product page that is listed as [Pre-Order] and proceed with your shopping as usual. We will provide you with updates throughout the various stages of your order. Please keep in mind that if you choose to pay a deposit instead of the full payment, you will need to select Interac e-transfer as your payment method during the checkout process.

6. Do you offer free local pick-up?

Absolutely! We provide free local pick-up for customers who prefer to collect their orders in person. Simply select the "Pick Up" option during checkout, and we will provide you with further instructions on when and where to collect your items.

7. Do you offer delivery to local dog events?

Yes, we offer delivery services to local dog events within our service area. To avail this service, kindly select the "Pick Up" option during the checkout process. Presently, we are providing this service for the Kanata and Kemptville areas. If there is a specific event you would like us to deliver to, please reach out to us beforehand to make arrangements. Additional charges may apply depending on the distance.

8. What payment methods do you accept?

We offer two convenient payment methods for your convenience: Shop Pay, Apple Pay, Google Pay and Interac e-Transfer. During the checkout process, you can select the payment option that best suits your needs.

Please keep in mind that if you choose to pay a deposit for pre-order items, you can only select that option with Interac e-transfer and then pay the remaining balance before the items are delivered to you.

9. Can I place a customized order?

Certainly! We welcome customized orders tailored to your specific preferences. To place a customized order, please reach out to us via the contact us page on our website. We'll be more than happy to discuss your requirements and provide you with further assistance.

10. Can I place a group pre-order for my club or organization?

Yes, you can place a group pre-order for your club or organization. We offer direct shipping to most countries for group orders. Please note that there is a minimum weight requirement of 40kg for group orders. Additionally, we will require you to take an immediate photo/video upon receiving the order. This helps us ensure the accuracy and condition of the delivered items.

11. Can I cancel my order?

Absolutely! If you want to cancel your order before it has been shipped, you have the option to do so. In the case of in-stock items, kindly contact us as soon as possible to initiate the cancellation process. We will be more than happy to assist you in canceling your order, and you will receive a full refund for the canceled item.

12. Can I cancel a pre-order item?

When it comes to pre-order items, you have a 3-business-day window from the date of purchase to request a cancellation. It's important to note that if you decide to cancel the order after these initial 3 business days but within 30 days, a deduction of either a $150 administrative fee or half of the price, whichever is less, will be made from your refund. This administrative fee applies to both payment methods, whether you paid in full or opted for a deposit. The remaining amount will be refunded to you.

However, after this 30-day period, cancellation requests may not be feasible due to the advanced processing and manufacturing stages of the pre-order item. If you wish to cancel a pre-order item, please contact us promptly so that we can assist you accordingly.

13. What is your return policy?

We strive to ensure your satisfaction with every purchase from our store. However, due to the personalized nature of customized items, we do not accept returns or exchanges for customized orders unless there is a manufacturing defect or an error on our part. In the event of such issues, please contact us, and we will work with you to find a suitable solution.

14. Is it possible to view the item in person before making a purchase?

Certainly! If you are in the Ottawa area, we can arrange a visit for you to inspect the item in person before making a purchase. Alternatively, if you are unable to visit in person, we can schedule a video call to show you the item and provide a virtual tour. Please let us know your preference, and we will be happy to accommodate your needs.


If you have any further questions regarding cancellations, returns, or our policies, please don't hesitate to reach out to us. We are here to assist you and ensure a smooth shopping experience at Bark N Ball.



Bark N Ball