FREQUENTLY ASKED QUESTIONS

We're really easy to reach and typically respond within an hour of receiving any message (during our normal business hours - 9:00AM to 4PM EST). You can email us anytime at info@wearecanineathletes.com

You are welcome to contact us via social medias as well.

When a customer attempts to place an order, our shop sends a payment request to their bank, credit card company or PayPal depending on the payment method selected. As soon as the payment request is approved, the order status will switch to confirmed and the customer will receive an email with their order number. The clearing of funds happens immediately. When there is a problem and the order is unsuccessful, the customer will usually see a 'pending' charge on their account. This happens for a variety reasons. The most common being a typo or incorrect billing address. These pending charges will drop off your account usually within a few hours but in some cases can take a few days. Each bank handles this process differently. Canine Athletes has no control over this unfortunately.

If you need to cancel your order, please get in touch with us as soon as possible (preferably within an hour of ordering)! We pride ourselves on having the fastest order processing times in the industry. If we have not yet shipped your order, then we can easily cancel your order for you. Orders cancelled within 30 minutes of being placed will not incur a cancellation fee. If the order has not yet shipped and the 30-minute cancellation window has passed, a 2% cancellation fee will apply.

To initiate a cancellation, please Email Us

If the order has already shipped, we may not be able to cancel it, but we can assist with a return authorization. If we are unable to cancel the order, we can set up a return authorization and you can ship the order back to us. In this case, the package will need to be returned to us before we can refund you. There will be a non-negotiable 2% cancellation fee unless you are exchanging for a product of equal or greater value or you receive store credit for a future purchase.

Treadmill Cancellation Policy

Note: There is a non-negotiable $350 cancellation fee on Dog Trotter USA Slatmills. Dog Trotter USA Slatmills are not eligible for return.
Note: There is a non-negotiable $300 cancellation fee on Dog Runner Treadmills. Dog Runner Treadmills are not eligible for return.
Note: There is a non-negotiable 30% cancellation fee on GoPet Treadmills. GoPet Treadmills are not eligible for return.
Note: There is a non-negotiable 25% cancellation fee on Dog Pacer Treadmills. DogPacer Treadmills are not eligible for return.

Contact us via email us: info@wearecanineathletes.com

If you need to cancel your treadmill order, please get in touch with us as soon as possible (preferably within an hour of ordering)! If your treadmill order has not yet shipped, we can easily cancel your order for you.

• There is a $350 cancellation fee on Dog Trotter USA Slatmills. Cancellations are only allowed within 10 days of purchase. These slatmills are custom built in the order they are received and lead time varies based on demand. Please do not order unless you are commited to the purchase and willing to be patient. If you have any questions please contact us prior to ordering. NOTE: Once shipped, Dog Trotter USA Slatmills are not eligible for returns.
• There is a $300 cancellation fee on Dog Runner Treadmills. Cancellations are only allowed within 5 days of purchase. NOTE: Once shipped, Dog Runner Treadmills are not eligible for returns.
• There is a non-negotiable 30% cancellation fee on GoPet Treadmills. Cancellations are only allowed within 5 days of purchase. NOTE: Once shipped, GoPet Treadmills are not eligible for returns.
• There is a non-negotiable 25% cancellation fee on Dog Pacer Treadmills. Cancellations are only allowed within 5 days of purchase. NOTE: Once shipped, Dog Pacer Treadmills are not eligible for returns.

Contact us via email to cancel: info@wearecanineathletes.com

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into four equal, biweekly installment payments with 0% APR, or monthly installments with no hidden or late fees*. Rates from 0%-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses.

After your refund is processed, the refund amount will appear on your payment schedule within 3-10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, then it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, then the difference is returned to your original payment method within 3-10 business days.

If your order is made with monthly payments, then the paid interest isn't refunded. Interest is the cost of borrowing, and isn't refundable.

Canine Athletes is dedicated to developing the highest quality gear & equipment. With that being said, we understand that from time to time deficiencies happen. If a Canine Athletes product fails due to manufacturer defect within one year of the purchase date, we will work with you to come to an agreeable resolution. That could include providing spare parts, repairing/replacing the product or providing a store credit. Your order number and photographs will be required to process a warranty claim. Warranty claims submitted without the original order number will be honored at Canine Athletes sole discretion. Photographs are important feedback to help us improve our quality and designs. Even though the applicable warranty period may not have expired, certain conditions may invalidate Canine Athletes Limited Warranty coverage. By way of example, but not all-inclusive, Canine Athletes will not issue credit/replacement for products that have experienced:

• Excessive abuse or misuse
• Cuts, abrasions, punctures
• Damage resulting from lack of proper maintenance

To start a warranty claim, simply email us info@wearecanineathletes.com

All paid orders will be shipped within 24 hours! 99% of orders placed before 3:30PM EST will ship the same day. The only exception to this are orders containing Dog Treadmills, Dog Crates or other products that are drop shipped from the manufacturer. You will receive an email notification with your tracking number once your order has shipped.

All items purchased from Canine Athletes are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier. We strongly recommend purchasing Shipping Protection when ordering to protect your order from damage or loss. Orders placed with Shipping Protection receive the Canine Athletes guarantee of delivery. Please note: Once Shipping Protection is active, it is not refundable if package is lost or misdelivered. It is the cost of the coverage provided. Your order will be reshipped or refunded at our discretion.

Sometimes packages are incorrectly scanned as delivered before they are dropped off. Please wait 24 hours to see if your package is delivered. If you still can not find it please try checking with your neighbors.

If your tracking shows delivered but you can not find it, we suggest you contact the shipping carrier immediately. We advise you to insist on talking to a manager or supervisor. The clerk will always tell you to contact the seller; it's their way to make their problem disappear. When you speak to the supervisor, explain the situation and request a GPS location scan. They keep GPS location records for every package they scan as delivered but they are not forthcoming with this information, so you must verbally request it. If they delivered the package to the wrong address, we can use this information to file an insurance claim. We also recommend that you file a missing mail search request online with USPS immediately.

Yes! We love shipping internationally. We ship worldwide almost every day. Please note: You may be required to pay import duties/fees. Please check your countries import rules for more specifics.

International tracking for USPS shipments are not updated in real-time, and sometimes not updated at all. It is quite normal for international USPS shipments to generally take 1-4 weeks, sometimes even up to 6-8 weeks based on the customs agency at destination. If your order does not arrive after 6 weeks, please contact us.

We offer Expedited Shipping for our International Customers via FedEx / UPS / DHL. This service is much faster with more reliable tracking. International orders shipped via FedEx / UPS / DHL will typically arrive in 3-7 days.

99.99% of all orders placed before 3:30PM EST are shipped the same day!

Approximate shipping times are as follows:

• United States: 

  Average 3 - 5 business days

• Canada: Average 6 - 10 business days
• United Kingdom: Average 8 - 12 business days
• Australia: Average 15 - 20 business days
• Rest of the world: Average 15 - 25 business days

We are committed to providing our customers with excellent service and helping you find the products that best suit your needs. Included below are our policies which govern exchanges & returns. If you have any questions on these policies, please don't hesitate to contact us at info@wearecanineathletes.com

Website purchases are eligible for return within 30 days of the ship date. Shipping and handling fees will not be reimbursed; if you selected Free Shipping during checkout, we will deduct our original shipping and handling fees from your overall refund.

How to request an Exchange or Return.

You must first obtain a Return Merchandise Authorization (RMA) number from us for your exchange or return to be accepted.

1. Contact us via email (info@wearecanineathletes.com)
2. Please have your order number on-hand to help facilitate your return
3. Let us know why you'd like to return the product—we'll help you determine if there is an exchange that will better suit your needs
4. We will email an RMA number to you with detailed instructions on exchanging or returning your merchandise
5. We charge a reship fee on exchanges. The reship fee must be paid before we can reship your exchange. The fee is $6.99 for the first item and $3 per additional item shipped in the same shipment.

Please review the merchandise-specific policies below to learn about what we can and cannot take back.

Dog Crates
Dog Crates must be received in New/Unused Condition. If your equipment arrives in this condition, we will refund your original payment method the full purchase amount less our original shipping & handling costs and the associated cancellation/restocking fees noted on the product page of the item being returned. Equipment that is not received in this condition will be assessed for damage and may be subject to refurbishment fees. Please understand, you are responsible for coordinating and paying for the freight charges to ship the treadmill, slatmill or dog crate back to us.

Once the return is received please allow 7-10 days for the return to be processed and the refund to show on your bank statement.

We hope that you love your purchase from Canine Athletes. If for any reason you are not completely satisfied with your purchase we accept returns within 30 days of the original purchase. Merchandise must be in new/unused condition with all tags attached. This will be verified by our distribution center before store credit/refund is issued.Refund will be made in the form of original payment within one week of receiving the goods back in our warehouse. Shipping and handling fees will not be reimbursed; if you selected Free Shipping during checkout, we will deduct our original shipping and handling fees from your overall refund. We charge a reship fee on exchanges to help offset the ever rising shipping fees. The reship fee must be paid before we can reship your exchange. The fee is $6.99 for the first item and $3 per additional item shipped in the same shipment.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. Please contact us (email: info@wearecanineathletes.com) for instructions on how to begin your refund or exchange. Original shipping and duty charges are non-refundable and you are responsible for the return shipping and duty charges. We are unable to offer a refund or store credit for used, customer-damaged items or clearance items.

First, check your tracking number for a "delivery exception". From time to time your local post office may be behind on shipments. We recommend allowing 1 to 3 days to pass beyond the expected delivery date. If your order still has not shown up at your door, contact your local post office and give them your tracking number. They should be able to trace your order. If neither of those options work, contact us via email info@wearecanineathletes.com and we will do our best to get you taken care of.

Please email info@wearecanineathletes.com with your contact information.

Please email andy@wearecanineathletes.com

Canine Athletes strives to provide excellent service and makes its best effort to meet the commitments detailed in this policy. Please thoroughly review this so that you know what to expect regarding receipt of your order with us.

Please Note: All shipping carriers are experience issues that may cause tracking update and final delivery delays. We process orders at our distribution centers around the clock to get your order in transit as fast as possible! However, delivery dates during check out are estimations provided by the shipping carrier and some packages may experience delays while in transit. It may take up to 24 hours for the first tracking scan to appear online though the package has departed our facilities. Once the package has been scanned by the carrier, the estimated delivery will update on the carriers tracking site.

Once a tracking code has been generated, we will not cancel or make changes to your order.

We reserve the right to use a different shipping carrier (using a comparable service) than what was selected at checkout. Orders will be shipped using our preferred provider and we are unable to accommodate shipping orders on a customer's personal shipping account.

Free or bonus items included with purchase may be substituted with other items of similar value as necessary and will be shipped using the lowest cost means available.

We will post tracking numbers to your order at the time of shipment or as soon as they are available. If there is a signature requirement on your package (Slatmill, Treadmill Orders), for security purposes we will not remove that requirement for any reason.

Packages will be delivered to the address confirmed on your order. For security, address changes cannot be made after the order is placed. We are unable to change shipping addresses, redirect, or place a hold on a shipped package.

If you elect to refuse the delivery of the items you ordered from Canine Athletes or return items without requesting a RMA (Return Merchandise Authorization), a 20% restocking fee plus original shipping charges will be deducted from your refund.

If your package is returned to sender by the post office due to incorrect address or unknown addresee, a 20% restocking fee plus original shipping charges will be deducted from your refund. If you would like the package reshipped there will be a $5 reship fee for the first item plus $3 per additional item in the package.

Free shipping is available on orders $100+ to any address in the contiguous United States.

Free shipping does not apply to orders shipping on any international orders. We will use the lowest cost means for free shipping. Free shipping delivery dates are best estimates provided by the shipping carrier and are not guaranteed. You may select from faster shipping methods during checkout.

(Slatmills and some Treadmills are excluded from Free Shipping)

Orders placed with paid shipping methods (Standard, Expedited) before 3:3pm Eastern Time that are fulfilled utilizing a ground carrier will ship same business day; those placed on Saturday or Sunday will ship next business day. Orders that utilize an air carrier need to be placed before 3pm Eastern Time to ship same business day; those placed on Saturday or Sunday will ship next business day.

We process orders at our distribution center around the clock to get your order in transit as fast as possible! However, delivery dates during check out are estimations provided by the shipping carrier and some packages may experience delays while in transit. It may take up to 24 hours for the first tracking scan to appear online though the package has departed our facilities. Once the package has been scanned by the carrier, the estimated delivery will update on the carriers tracking site.

The customer is responsible for all freight charges on Slatmill & Treadmill freight shipments. Freight charges to Alaska and Hawaii are higher than the continental United States. Please email us prior to order for a freight quote. If ordering mulitple treadmills, additional freight may be required. In these cases, we will contact you after you order.

Please report damaged, missing, defective or malfunctioning merchandise immediately and no later than 5 business days of delivery.

Items are carefully packaged to protect against damage during shipping. Please carefully inspect your package when it arrives for any shipping damage. If an item appears to be damaged, do not attempt to use it and notify us immediately so that we can begin the claims process.

Please note that we sometimes ship orders in multiple packages. However, if items are apparently missing from your order, please report it to us immediately so we can track packages and replace the shipment if necessary.

If any item is not working properly or if a consumable item was received expired, please contact us immediately so that we can help set up a replacement. We do our best to help troubleshoot any issues with your new equipment. Please be ready to provide documentation of the defects to better help us process your return or replacement as well as to assist in the troubleshooting process.