Shipping & Pickup & Returns

 Shipping

Free Standard Shipping on orders over on $99+ in Ontario, $150+ Canada & USA

Items blow are excluded from free shipping.

  • Small Stuff Steps & Stairs
  • Small Stuff Dining Sets
  • Small Stuff Clothes rack
  • Car Seats
  • Carriers
  • Mummur Beds
Canada Parcel Shipping
  • Standard : Rate from $12.59 ~  (1-8 business days depending on your shipping address location)
  • Xpresspost : Rate from $16.90 ~  (1-4 days business days depending on your shipping address location)
All packages may require more time to be delivered due to limited transportation availability as a result of the ongoing COVID-19 impacts. 

    We do our best to process all orders within 2 business days pending availability and credit verification.


    We will contact you if there is any delay with your order. An order confirmation will be sent to you by email once your order is received. 

       

       Shipping FAQ

      • Does Our Haru cover duties?

      Our Haru does not cover taxes or duties for international shipping. The customer is responsible for any additional fees required upon delivery. More information on duty and tax requirements can be obtained by contacting your local customs office or tax agency.

      • My tracking information isn’t updating.

      The tracking page for your order will contain the most up-to-date information. We do not have information beyond what is available on the tracking page, and cannot provide you with additional updated tracking/delivery information.

      Once the shipment has been released to our partner carrier, any shipment updates will be reflected on the tracking page. Unfortunately, this is beyond our control as we do not control tracking updates or processing times.

      If your tracking information does not have additional updates after 30 days from shipment date, please contact us at ourharu.com@gmail.com with your order number.

      • Tracking shows “Delivered” but I have not received my order.

      It is very rare but lost packages do happen. If the tracking shows “delivered” but you have not received your order, we kindly ask that you wait another 48 hours before contacting us. In many cases, tracking can be updated before actual delivery, and you may receive the package 1-2 business days after receiving a delivery notice. If your package still does not arrive, please contact us at ourharu.com@gmail.com with your order number.

      • I’ve received the wrong item! 

      If you have received a wrong item, please contact us immediately with your order # and a photo. We will verify the issue by checking our shipping label record, the weight of the package and inventory history scans.

      • My package is way past the estimated delivery time.

      We understand your frustration when shipment times are not as expected. Estimated delivery times are not guaranteed. If the item does not have additional updates after 30 days from shipment date, please contact us at ourharu.com@gmail.com with your order number.

      We also recommend that you ask your local post office to inquire if you have any packages awaiting collection, as sometimes packages are held for pickup.

       

      Pickup 

      We offer curb-side pickup in Parkdale in Toronto from Monday to Saturday 11 am - 6 pm.
      Bring your confirmation email when you come to collect your order.
      Email or DM us via Instagram @ourharu_com to confirm the pickup time and once again DM us when you arrive at this location.

       

      Returns and Exchanges

        If there are any issues with your order, please contact us within 7 days of receiving it. 
          Items must be in their original state: unwashed, unworn, unaltered, and must have all tags attached. Return that are damaged or soiled may not be accepted and may be returned to the customer.
            Once we receive the item back, the refund will be processed right away. Please note that your financial institution may require additional days to credit your account.

             

            Non-Returnable Items

            • Small Stuff Steps & Stairs & Covers
            • Small Stuff Dining Set
            • Carriers
            • Dog Beds
            • Car Seats
            • Gift Cards
            • Sale & Discounted Items

                • Can I exchange my online purchase?

                We are not able to offer exchanges at this time. If you need a different size or color, please place a new order online and return the unwanted item for a full refund within 7 days of receiving your order.

                • How can I make a return?

                Real simple, please send us an email to ourharu.com@gmail.com with your order number, item(s), and the reason why you wish to return. We will then provide you with a return label and instructions. Please read our refund policy to make sure you qualify for a refund.

                • What do I do if the item did not fit?

                The fastest and easiest way to get the right size for your pup will be to return the item(s) and place a new order. 

                • What if my item breaks or becomes damaged?

                If your order has arrived damaged, please email us at ourharu.com@gmail.com with your order number and a photo of the defective or damaged items as soon as possible. We will work to resolve the issue. If your item becomes damaged through normal use, we are unable to take this item back.

                • Are returns free?

                We are happy to cover the shipping costs associated with sending an exchanged item when it was defected items, but all returns are the responsibility of the customer. Proof of purchase is required for any exchanges or returns.

                • When will I receive my return?

                As soon as our team has received and inspected your package and verified it is in sellable condition to qualify for a refund, you will receive a notification from our store confirming your refund. Please take note that each banks’ processing time varies; it usually takes up to 5 business days for the amount to appear in your account.