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Customers Service

Security of Your Transactions and privacy of your personal information

K9Diaper have policies and procedures in place to ensure that information you share with us is handled in a safe, secure and responsible manner. We use encryption and other types of technology to protect and safeguard your personal information and transactions. This means that your credit card information goes through the internet using a code, and we are the only ones to possess the key to translate this code. None of your personal information will be divulgate to a third party.

Phone in order - Ordering Offline with a credit card
We understand that people are still concerned about Internet security, even though we have a secure web site to accept orders. To avoid having to enter your credit card information online, please follow the following directions.
When you "checkout" and fill out your name, address, phone number, just select "By phone (I will call)" as the payment method (instead of "Credit Card or Paypal" - which will require you to enter the number online)
An email with an order number will be generated, and it will have the phone number to call in your credit card information.  You will receive a confirmation e-mail with the telephone number to call in in your credit card information. An attendant will answer to you.

You must call us at 438-383-4464 during our customer service hours (Eastern Time)
Monday to Friday: 9:00 a.m. to 5:00 p.m.,


Prices, inventory and availability of all products are subject to change without notice. We reserve the right to limit or turn down sales.

Damaged goods:

Please inspect your package carefully upon receipt. Damaged deliveries should be refused and left with the carrier because damages occurring during the transit are the responsibility of the company making the delivery. If the condition of the package is questionable, ensure that the delivery person takes note of it before you sigh the receipt voucher. If you do not do this, establishing claims could be made very difficult or even impossible. Please, notify us immediately if you receive a damaged package.

Defective products:

Products must be inspected and tested upon receipt. If a product is found to be defective upon delivery or within the return period, it can be returned to our offices for replacement or a refund. After the return period, the product becomes the responsibility of the manufacturer according to the terms of the warranty. Keep your original bill as proof of purchase.

How to Return Merchandise to K9Diaper:

The return period is 30 days following shipping date. If you are unable to return the items within this timeframe, contact K9Diaper for an approved extension. Articles returned for a credit must not be open and must be in a suitable state for resale, with all components intact. It is the responsibility of the customer to ensure the article is well and securely packed so as to avoid damage during shipping. Postage and shipping costs for returns are the responsibility of the customer. All delivery, shipping and handling charges (unless an error has occurred in the shipping of your order) are non-refundable.

All product returns must have a Return Merchandise Authorization (RMA) number prior to shipping back to K9Diaper store. Merchandise must be in original condition with all tags intact and must be able to be resold.( i.e. NOT WORN or WASHED ).

Customer agrees that all returned products will be 100% complete, in re-saleable condition, and will include the original packaging material, manuals, blank warranty cards, and other accessories provided by the manufacturer. If returned merchandise is found to be worn, credit nor exchange will not be issued and the customer will have to make arrangements to have the merchandise returned to them. We will exchange and reship your order for free once to all Canadian locations except Nunavut, Northwest Territories and Yukon.

Follow these simple steps to return merchandise… Failure to follow to these steps will cause delays or prevent us from issuing a refund.

  1. Contact K9Diaper by email to receive authorization to return merchandise. Be sure to include the invoice number with your request. On reception, our sales associates will provide you with a Return Merchandise Authorization (RMA) number and a link to Product Return Form.
  2. Fill out (Reason for Return and quantity) and submit the Product Return Form online.
  3. Pack your merchandise securely with proper packaging materials and shipping container to prevent any damage during shipment. Write the Return Merchandise Authorization (RMA) number on your invoice. Include a this copy of your sales invoice inside the package. K9excel will perform a visual inspection of the package before acceptance to ensure there was no visible damage during transit which could affect the product being returned 

If you meet the above criteria according to our policies, K9Diaper will issue a refund (less any shipping and handling fees, etc.) within 5 business days after receipt and satisfactory inspection of the returned parts.

Refund will be credited back to the credit card used for the purchase. You will not be refunded your original shipping fees on a non-defective product. If you are returning a non-defective product, you must pay return shipping fees. Allow 3-5 business days for your replacement order to be shipped or a credit to be applied to your account

We do not accept COD charges:

We will NOT accept C.O.D. packages. Your shipping cost will be reimbursed should a product be found defective or not as ordered. Customer agrees to bear all shipping and insurance charges and all risk of loss for the return product during shipment.  If any component of the returned product is missing, K9Diaper's   Return Procedure will be breached and K9Diaper may in its sole and absolute discretion reject the entire return or choose to impose additional charges against the customer for replacement of the missing component(s).  Please include a copy of your invoice.


There is no such thing as an indestructible toy. We cannot, therefore, guarantee their durability. If a toy needs to be returned, please contact our customer services to get authorization from one of our agents. The customer service agent will explain how to proceed to return the toy.

Unavailable products:

If the goods you have ordered are not available, we will communicate with you.


We are not responsible for orders delivered late by Canada Post. When an order is considered lost by Canada Post, according to their terms, we will either reimburse or replace the items.

Free shipping in Canada:

K9Diaper is proud to offer Free Canada Value Ground shipping on all orders of $60 or more (amount of order before taxes), to all Canadian locations except Nunavut, Northwest Territories and Yukon. Shipping rates for Express or Priority shipping options remain the same.

Shipping costs:

Shipping costs are determined according to weight, volume, distance, and chosen means of delivery. All packages are shipped via Canada Post. The type of shipping must be specified when you order.