We are Here to Help
If something isn’t quite right with your order, please reach out — we truly want every experience to be a positive one.
Email us anytime at hello@wowtreatsandmore.ca and we’ll do our best to make it right.
1. Treats
Due to the perishable nature of our products, treats are final sale.
If your order arrives damaged, incomplete, or contains an item you didn’t order, please contact us within 7 days of delivery.
We’ll review the issue and, if approved, offer a refund or store credit — whichever you prefer.
2. Gear
Custom (Made-to-Order Gear)
Each custom piece is handcrafted specifically for your order. Because of this, custom and made-to-order gear is final sale and not eligible for returns, refunds, or exchanges unless there is a craftsmanship defect, hardware malfunction, or fulfillment error (such as the wrong size or colour shipped).
Workshop Collection (Ready-to-Ship Gear)
We accept returns for Workshop Collection gear within 15 days of delivery, provided the item is:
- Unused, unwashed, and in original condition
- Has tags and packaging intact
- Accompanied by proof of purchase
To start a return, email hello@wowtreatsandmore.ca with your order number, the item(s) you’d like to return, and a brief note describing the issue.
Once approved, we’ll share return instructions.
Return shipping costs are the buyer’s responsibility.
After the returned item has been received and inspected, we’ll issue a store credit or refund, based on your preference.
Direct exchanges are not available. Please place a new order at your convenience using your refund or credit.
Defective or malfunctioning gear is handled under our Warranty Policy below.
We strongly encourage you to measure carefully before ordering. If you’re unsure about sizing or fit, please email us before purchasing - we’re always happy to help you find the right size.
3. Other Items
Toys, Lick Mats & Add-Ons
Returns are accepted within 15 days of delivery for items that are unused, unwashed, and in their original condition with packaging intact.
Return shipping is the responsibility of the buyer.
Once the item has been received and inspected, we’ll issue a store credit or refund according to your preference.
If a product arrives damaged, defective, or incorrect due to a fulfillment error, please contact us within 7 days of delivery.
We’ll review the situation and, if approved, issue a refund or store credit — your choice.
Gift Cards
Gift cards are final sale and non-refundable.
4. Warranty Policy
We proudly stand behind the quality and craftsmanship of our handmade gear.
Every collar and leash is built by hand with care, using durable BioThane® and solid brass hardware designed for everyday adventures.
If you experience an issue related to craftsmanship or hardware (for example, a popped rivet, broken buckle, or clip failure) within a reasonable time after purchase, please contact us at hello@wowtreatsandmore.ca with:
- Your order number
- A description of the issue
- Clear photos showing the defect
We’ll review your claim and provide next steps. In most cases, approved claims are resolved through a repair or hardware replacement. Store credit may be issued only if a repair or replacement is not possible.
What’s Covered
Our warranty covers:
- Rivet, buckle, or clip malfunction
- Stitching or connection failure caused by workmanship
- Hardware failure caused by manufacturing or craftsmanship defects
If a manufacturing defect is confirmed, WOW Treats and More will repair or replace the affected part at no cost.
Shipping: Buyers are responsible for shipping the item in for assessment. If a defect is confirmed, we’ll cover the cost of shipping the repaired or replaced item back to you.
Examples of Covered Issues
Here are some common situations that would be covered under our warranty (if caused by a manufacturing or craftsmanship defect):
- Clip breaks or isn’t working properly
- Buckle breaks or isn’t working properly
- Rivets, D-rings, or O-rings detach or break under normal use
- Stitching comes undone or separates at a connection point
If you experience any of these or a similar issue, please reach out - we’ll assess and repair or replace the hardware promptly.
What’s Not Covered
Normal Wear and Tear
- Surface scuffs, scratches, or fading of Biothane
- Natural patina or colour change on solid brass hardware (this is normal oxidation)
- Wearing-off or discolouration of plated finishes (such as black, rainbow, or matte coatings)
- Minor marks or cosmetic changes from regular use or storage
Damage or Misuse
- Damage caused by chewing, clawing, scratching, biting, or similar behaviour
- Accidents such as getting caught on sharp objects, doors, fencing, or rough play
- Overloading gear or using it outside its intended purpose (for example, as a tie-out or for unattended restraint)
- Breakage caused by excessive force, misuse, or neglect
- Exposure to extreme temperatures, flame, or abrasive surfaces
Chemical and Product Exposure
- Use of topical flea/tick/insect repellents, essential oils, or chemical sprays. They can weaken the Biothane coating and lead to cracking or surface damage
- Exposure to harsh cleaning products, solvents, alcohol-based disinfectants, or bleach
- Prolonged contact with saltwater or chlorine without rinsing and drying afterward
Improper Care or Storage
- Failure to rinse after use in saltwater, chlorine, or mud
- Storing the gear in direct sunlight or extreme heat for long periods
- Folding, twisting, or placing heavy items on top of the gear, which may cause creasing or surface wear
Care and Maintenance Tips
To extend the life of your WOW Gear:
- Rinse with fresh water after beach or muddy adventures.
- Clean with mild soap and a soft cloth or brush.
- Wipe dry and store in a cool, shaded place.
- Brass hardware will naturally darken over time - this patina is normal and can be polished if desired.
- Avoid exposure to repellents, essential oils, or harsh chemicals.
If you’re unsure whether your issue qualifies for warranty service, please reach out with photos. We’ll review each case individually and provide honest guidance.
Our Promise
WOW Treats and More is a small, family-run business, and we stand behind everything we make.
If something doesn’t feel right, we’ll do everything we can to fix it, repair it, or make it fair, because your trust matters most.