If you need to contact us please use the details above.
2. Contractual Agreement
2.1 When you place an order with us, you are agreeing to purchase goods from us. The system will send you an e-mail to confirm that we have received your order & payment. You will also be able to login to your account to review your order details and account information.
2.2 Once we have received your order it will be passed to our preparation team who will pick and pack your order. When your order is dispatched for delivery or it’s ready for in-store pickup, you will receive another email from us confirming this.
2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this, refund you in full or substitute for another item after consulting with you first.
2.4 Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products they will vary from the image/s shown on the website and indeed from each other. They will not include any of the pictured accessories, unless stated in the specification of the goods.
2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Furthermore see point 2.4 for the natural variation found in most of our products.
2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
2.7 This contract is covered by Canadian law.
3. How to Place an Order
3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your cart. Items you do not require can be removed from your basket at any time.
3.2 Delivery charges will be shown in the the basket (when you enter your postal code) prior to you placing your order.
3.3 You will be required to pay for the goods in full at the time of ordering when placing an order for shipment. For local store pick-ups, you may choose to pay by Cash or Credit Card at time of pick up.
3.4 We use secure payment processing by Square for online purchases. We accept all credit card and debit-credit card payment methods. Naturaw Canine Foods Ltd. does not store any financial credit card payment information on file. Your payment information is sent securely via API directly to our merchant and handled on their systems. For more information, please click here.
3.5 Promotional prices are subject to availability.
3.6 All prices quoted on our website are in Canadian Dollars and HST is exclusive of the product prices.
3.7 Once your order has been placed, you may alter your order by contacting us via Live Chat or via Live Agent.
4. Delivery & Charges
4.1 Goods are dispatched from our factory 3 times, per week. We deliver on Monday, Wednesday and Friday. We do not deliver on Statutory Holidays.
4.2 We do not use 3rd party shipping providers. All Goods are handled and delivered directly by Naturaw Canine Foods Ltd.
4.3 We will do our best to ensure your delivery does not arrive in multiple parts.
4.4 We deliver anywhere within the City of Toronto & the Greater Toronto Area.
4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 11:00am and 8:00pm Monday, Wednesday or Friday. You will be notified via email when your order is ready to ship and the exact delivery date.
If you refuse delivery to our driver prior to communicating with our Client Care Representatives, we will be unable to offer a refund/replacement.
4.6 Disposal of packing materials is your responsibility.
4.7 We ask that you don’t refuse a delivery. Even on the rare occasion a delivery takes longer than anticipated to arrive, your order is still perfectly good to use. Our drivers are also our handlers and they know how long the Goods can be out for. If upon accepting a delivery, you discover any discrepancies with your order, please contact us via Live Chat or Live Agent so we may make it right.
4.8 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should advise us about any special delivery requirements or conditions when you place your order.
4.9 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of God, war, riot, civil commotion, malicious damage or the default of our suppliers.
4.10 Time is not the essence of the contract unless expressly stated otherwise in writing by the owner of the company.
4.11 Delivery charges and options are calculated automatically based on what you have in your order (product type, weight) and the delivery postal code.
! Naturaw Delivery
We will personally deliver the order ourselves. We do not use external suppliers. The date of delivery will be communicated to you via email once your order has been prepared.
Naturaw delivery charge is a flat fee of $15.00 or $25.00 dependent upon your location, for any size order made up of any items. Order over $200.00 are delivered free of charge anywhere within our shipping map.
Orders delivered by Naturaw will be transported in an insulated environment and they will be packed in their original containers.
5.1 If there is a problem with the Goods, please notify us by Live Chat or Live Agent, providing details of the problem. Its helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights and our great customer service.
5.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.
5.3 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.
5.4 If an item is no longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
5.5 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.
6.1 The products sold on this website comply with all relevant Canadian legislation. We cannot warrant or represent that they comply with any legal requirement outside Canada.
6.2 We do not accept liability for any result feeding or administering products we sell. You are responsible for how you use and/or administer our products.