FAQ
Our products are hand made to order, and we don’t regularly have pre-made products available ready to ship. However, if there are pre-made items available they will be identified accordingly on the product page. When you place an order, we will communicate an expected shipping date.
e-Commerce Orders
Products ordered directly through our e-Commerce website will be built based on the options chosen in your order. If we have any questions, or clarifications before we begin crafting your item we will reach out to you to discuss. We will keep you up-to-date as your project progresses by email, including an expected completion date, when your item is starting it’s journey on our workbench, and when it is ready to ship. If you would prefer to pay by instalment, we can provide you an invoice for a 50% deposit on your product, with the remaining balance due prior to shipping. Please ~contact us~ if you would prefer to pay by this method.
Custom Orders
We love the challenge of custom orders! If there is a product you don’t see, or if there are changes you need made to our existing products we would be happy to discuss these with you. ~You can reach out to us here.~ Once we have a good understanding of the project we will provide you a customized quote for the project. We require a minimum 50% non-refundable deposit before we can schedule work on your item. We will provide updates by email as your project progresses and send you photos of the project when it is complete. Any remaining balance due is required to be paid prior to shipping of your project. We will provide an invoice when your project is near completion.
We accept payments of custom quotes, invoices, and e-commerce orders directly on our website. Payments options will vary depending on your location. These may include VISA, MasterCard, American Express, and others. These choices will be presented during the checkout phase as applicable to your country of purchase.
We also accept manual payment methods including Interac e-Transfer, check, or cash. When ordering online, please choose one of these methods as applicable and instructions for payments will be provided. Once we have received your payment we will issue a receipt and begin your project.
We offer shipping in Canada, the United States and International based on your country of residence. We are not responsible for any customs or duties related to the import of our items to your country. Once your order is complete, we will create a shipping label and provide tracking information so you may stalk your package as it travels through the postal network.
Shipping Fees
We know shipping costs suck, but they are a way of life. If you are local to us and wish to pickup your item from our shop, please indicate this during the order process. We won’t charge you any shipping fees, in fact we may even invite you in for a drink.
Shipping in Canada
If your order is over $250, we will graciously cover the cost of shipping at no cost to you. Any orders not exceeding $250 will require payment for shipping to your address. These rates will be calculated based on the actual cost of shipping from our carriers.
Shipping to the Continental US
If your order exceeds $250, we will meet you at the border. We will discount the calculated shipping costs by 50%. This will be calculated during the checkout process and reflect the discount. Orders not exceeding $250 will be calculated a the actual cost of shipping to your address.
Shipping Internationally
Unfortunately due to the extremely variable nature in costs related to shipping internationally we can not offer any discounted or free shipping internationally. The actual rate for shipping will be calculated at checkout.
As all of our products are hand made, and customized to your requirements, we are unable to issue returns or offer refunds for any products purchased. However, we stand behind our work and will make all efforts to either modify, or replace your item if you are not 100% satisfied with the results. If you are not satisfied with your purchase please email us right away with photos and a description of the issue, and we will be happy to discuss how we can correct it. This may include modification to the existing product, or complete replacement of your product if we feel modifications would result in a less than perfect result. This does not include errors in measurements for harnesses, or other products built to size.
We stand behind our work and guarantee it’s performance for life! If there is ever an issue with your product, please contact us immediately and we will discuss how it can be resolved, either by repair, or replacement of failed components. This is limited to manufacturing defects in materials or craftsmanship, and does not include issues due to damage, or normal wear and tear of the product. However if your product is damaged, or needs some restoration we offer repair services as well to get your favourite product back into like new condition.
We regularly consult with orthopedic veterinarians to ensure the safety and suitability of our service dog equipment. However, Algonquin Leather Works Inc. will not sell our equipment as "Veterinarian Approved", as our Vets will not guarantee its suitability, and safety unless it is presented on the specific animal for which it was built. So what does that mean? It means we are transparent about this process, and recognize that the only way to have a harness "Approved" by a Vet is to have your four legged friend in our harness.
Does that mean your harnesses aren't Vet approved? Absolutely not! Many of our customers have had their harnesses approved by their own Ortho Vets, and we strongly encourage you to follow this step after receiving your new harness. Your Vet will not only triple check that our harness is fit and adjusted correctly, but ensure it is safe for your pup and how you will be using it.
If during this process, your veterinarian has any concerns, or does not approve your harness - we will gladly work with you and consult with your vet to make the necessary changes to ensure it's safety.