Frequently Asked Questions
Shipping
Find answers to common questions about shipping.
- Once an order is received, processing takes 1-2 business days
- Canada Post Expedited Parcel takes 1-8 days
- Canada Post Xpresspost Post takes 2 days
- Canada Post Priority takes 1 day
- US Small Packet Air No tracking 5-15 days
- US Priority Air Tracked 3-10 days
- Expect 10-14+ days for International shipping
**More information on Shipping click HERE
- Free Shipping on orders over $100 (CAD) before tax
- $15 flat rate option
- If you need your order sooner please pay for Xpresspost or Priority Shipping
- Calgary local pick up available
- International rates are calculated at check out
**More information on Shipping click HERE
Once your package leaves our facility, the carrier is responsible for delivering it. Unfortunately, we’re unable to manage delivery delays, reroutes, or other carrier-related issues. For the most up-to-date information, we recommend contacting the carrier directly using your tracking number.
If your package is confirmed as lost, please let us know. As the shipper, we can file a claim with the carrier on your behalf.
We probably have not shipped it yet. In order to pack orders we have to print shipping labels which sends a notification.
Give it a day to allow us to pack your order and have it picked up by Canada Post to start tracking. If it still has not shipped send us an email at info@rockymountaindog.ca
If its a error on the address, the item will have to attempt delivery before we can change the address
We are not responsible for Canada Post or other carrier shipping delays and we will not refund shipping charges if your order is delivered late.
However we can make a claim with Canada post for lost items email us at info@rockymountaindog.ca
Returns and Exchanges
Find answers to common questions about returns and exchanges
Make sure the item is unused and in original condition (tags attached)
Returns can be made up to 30 days after purchase
Ship the item to us at Rocky Mountain Dog, 3220 30 ST SW Calgary AB T3E 2M7
Shipping is paid by you
**More information on Returns/Exchanges click HERE
Make sure the item is unused and in original condition (tags attached)
Ship the item to us at Rocky Mountain Dog, 3220 30th St. SW Calgary, AB T3E 2M7
Shipping is paid by you, but we will send the exchange item with free shipping
We will ship your exchange once the original bought item is returned to us
**More information on Returns/Exchanges click HERE
Unfortunately, we cannot accept returns on treats. For everyone's safety, food items are non-returnable.
Dog Beds are non-returnable and non-exchangeable because they are vacuum-sealed.
These products are FINAL SALE.
For hygiene and safety reasons, The Sphere Interactive Frozen Treat Toy, the Rocky Mountain Dog Toy Ball, and the Interactive Treat Ball for Dogs are final sale and cannot be returned or exchanged.
For international orders, duties and taxes may apply. If an item is returned or exchanged and Rocky Mountain Dog is charged duties, taxes, or any import fees, these charges may be deducted from your refund or applied to your exchange invoice.
Discount Codes and Free Gifts
Find answers to common questions about discount codes and free gifts
Our free gifts are subject to availability. For gifts with multiple variants (such as colors or sizes), please select your preferred option and add it to your cart. If you forget to do so, unfortunately, we’re unable to add the free gift after your purchase is completed.
Be sure to confirm that the free gift appears in your cart before placing your order.
Once an order is submitted, we are unable to swap the promo code applied to your order. You are welcome to place a new order and use the second promo code to benefit from the discount.
Unfortunately, promo/discount codes cannot be combined after an order has been submitted, nor can multiple promo codes be applied to a single order at checkout. Only ONE promo code can be applied per order at checkout.
Please ensure to review your order summary prior to completing checkout to make sure you are satisfied with the promo code offer you've applied. If you have any questions, please feel free to contact us.
Unfortunately, we’re not able to apply discount codes retroactively once a transaction has been completed.
Please make sure to enter any promo codes at checkout to ensure the discount is applied.
Unfortunately, no. Discounts are only available during the specific sale period and cannot be applied retroactively to orders placed before the sale.
Sizing and Products
Find answers to common questions about sizing and products
Check our Harness page for the size chart
Make sure to measure your dog. If your dog is growing, go up a size
Check out the K9 sport sack page on our website for the size chart
Measure your dog from collar to base of tail
The four options vary in structure and storage, read descriptions to pick the one that best suits your needs
Check out our page for the sizing chart
Make sure to measure your dog. Size up if you are between sizes
**More Rex Specs questions? Check out their FAQ page here
Our warranty is 90 days
If your product is still under warranty, please email us with photos and a brief explanation of the issue. We’ll review your request and send a replacement if it qualifies, please visit Warranty for more information
If the product is passed the warranty please email at info@rockymountaindog.ca with photos and we will review your claim
Please note products that are bought at one of our retailers are not under warranty
All of our products are designed in Alberta and British Columbia inspired by the Rocky Mountains. Our leashes, collars, poo bag holders and poo bags are made in China, we spent months finding a supplier that could meet our quality standards and our unique designs. All items are quality checked and tested in the Rocky Mountains.
Most of our apparel is made in Mexico and the final assembly with branding is done in Canada.
Our Canadian Rockies leashes and collars are made in Canada
All our Bandanas are made in Canada
And all our rope leashes are made in Canada
Yes! Our All Mountain Leashes and Alpine collars can go in a front load washing machine on gentle cycle, and then hang to dry
Harness's can be washed in a bucket with soapy water, hang to dry
Rope leashes can also be washed in a front loader on gentle, we recommend removing the carabiner before washing, and hang to dry.
Wholesaler and Donation Programs
Find answers to common questions about our wholesaler and donation programs
Email us at info@rockymountaindog.ca
We will send you our presentation along with an order sheet
Place an order, pay and we will ship or deliver!
**Please visit our Wholesale Info page
Yes, we donate a dollar for every order purchased on our website.
We will support shelters and canine cancer splitting the proceeds evenly.
We've already donated $500 to AARCS here in Calgary and that is just the start.
**Please visit our Supporting Rescues page for more information or send an email to info@rockymountaindog.ca
To be considered for a donation, please email us at info@rockymountaindog.ca with details about the charity you work or volunteer with, along with the type of donation you’re requesting.
Please note that while we do our best to support as many causes as possible, we are a small business and are unable to fulfill every request. We truly appreciate your understanding and the work you do in the community.
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