Refund policy

💛 Thank You for Being Part of the Tanzo Journey

Every Tanzo accessory is handmade here in Canada with care, pride, and intention.
Behind every order is a small local team who puts their heart into crafting, serving, and communicating with you.

We invest a tremendous amount of time and energy into detailed product descriptions, precise sizing guides, and customer support that’s available to assist you — because we genuinely want your purchase to be perfect from the start.

Each return represents more than a package going back: it’s time, handling, and real costs for a small local business.
This is why we always encourage you to measure carefully and reach out before ordering — we love helping you choose the right fit for your dog. 🐶💛

🐾 Returns & Exchanges

We understand that sometimes an exchange or refund may be needed.
Here are our clear and transparent conditions:

Requests must be made within 7 days of receiving your order.

The item must be new, unworn, unused, and with its original tag.

Personalized items, including engraving, paid options, and custom orders, are final sale.

Unless a prepaid return service is included or provided, return shipping fees are the responsibility of the buyer.

Any original shipping fees paid for the order are non-refundable.

📦 Partial Returns and Free Shipping

Free shipping is offered when the order subtotal reaches the threshold displayed on our website, after discounts and before taxes.

If a partial return brings the value of the items kept below this threshold, the standard shipping fee that would have applied to the original order will be deducted from the refund.

For example, if an order qualified for free shipping because of an item that is later returned, the standard shipping fee may be deducted from the refund.

This deduction does not apply when the return is caused by an error on the part of Créations Tanzo or by a defect covered under our warranty.

♻️ Processing and Restocking Fees

Returns made because of a change of mind, an incorrect size or colour selection, or because the product is ultimately not suitable are subject to a processing and restocking fee equal to 10% of the pre-tax value of the returned items, with a minimum fee of $5 and a maximum fee of $15 per return request.

These fees help cover the cost of receiving and inspecting the return, administrative processing, repackaging, and placing the item back into inventory.

The applicable fee will be deducted from the refund.

Restocking fees are waived when the customer chooses an exchange or store credit. Shipping fees associated with sending the replacement item may still apply.

No processing or restocking fee will be charged when the return is caused by an error on the part of Créations Tanzo, a defective product, or an issue covered under our warranty.

Using PickPack packaging or a PickPack return service does not change the other refund conditions. Even when return shipping is included, the free-shipping threshold may be recalculated and applicable restocking fees may still be deducted.

If all conditions are met, simply email us at info@creationstanzo.com with your order number and the reason for the return. Our team will take care of you with kindness and efficiency before the package is sent.

No return should be shipped before the request has been approved by our team.

🛠️ Tanzo Warranty

Every Tanzo accessory is handmade and carefully inspected before shipping.
But if an obvious defect, a mistake in your order, or a manufacturing issue slipped through, rest assured: we will correct the situation at no cost to you.

Our priority is to ensure your dog proudly wears a product that meets our standards — and yours.
Just email info@creationstanzo.com with a photo and your order number, and we’ll take care of it quickly.

🌿 In Summary

Every avoided return helps us grow, create locally, and provide fair, humane working conditions for our team.
Thank you for understanding this reality, for supporting local craftsmanship, and for helping us continue this beautiful Canadian adventure with you.

Your purchase supports people who live here, skills from here, and a brand that creates with heart. 🤍