Last Revision: December 12, 2020
This website is owned and operated by:
Naturaw Canine Food Ltd.
32 Howden Road
Toronto, Ontario, M1R 3E4
- Contractual Agreement
2.1 When you place an order with us, you are agreeing to purchase goods from us. The system will send you an e-mail to confirm that we have received your order & payment. You will also be able to login to your account to review your order details and account information.
2.2 Once we have received your order it will be passed to our preparation team who will pick and pack your order. When your order is dispatched for delivery or it’s ready for in-store pickup, you will receive another email from us confirming this.
2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this, refund you in full or substitute for another item after consulting with you first.
2.4 Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products they will vary from the image/s shown on the website and indeed from each other. They will not include any of the pictured accessories, unless stated in the specification of the goods.
2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Furthermore, see point 2.4 for the natural variation found in most of our products.
2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
2.7 This contract is covered by Canadian law.
- How to Place an Order
3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your cart. Items you do not require can be removed from your basket at any time.
3.2 Delivery charges will be shown in the the basket (when you enter your postal code) prior to you placing your order.
3.3 You will be required to pay for the goods in full at the time of ordering when placing an order for shipment. For local store pick-ups, you may choose to pay by Cash or Credit Card at time of pick up.
3.4 We use secure payment processing by Moneris for online and in-store purchases. We accept all credit card and debit-credit card payment methods. Naturaw Canine Food Ltd. does not store any financial credit card payment information on file. Your payment information is sent securely via API directly to Moneris and we use Tokenized information to identify you. The safeguarding of cardholder information and Card Account Data in particular is everybody’s responsibility and Moneris has gone to great lengths to provide certified solutions that remove much of the security burden for merchants and integrators. Our solutions are certified against Payment Application Data Security Standards (PA-DSS) as mandated by the PCI Security Standards Council on an annual basis and these standards are priority in any and all development and design projects we undertake. Similarly, Moneris as an Acquirer/Processor is mandated to maintain Payment Card Industry Data Security Standards (PCI-DSS) across our entire business and processing infrastructure.
3.5 Promotional prices are subject to availability.
3.6 All prices quoted on our website are in Canadian Dollars and HST is exclusive of the product prices.
3.7 Once your order has been placed, you may alter your order by contacting us via Live Chat or via Live Agent.
- Delivery & Charges
4.1 Goods are dispatched from our factory 3 times, per week. We deliver on Monday, Wednesday, and Friday. We do not deliver on Statutory Holidays.
4.2 Within 200km from our main location, all Goods are handled and delivered directly by Naturaw Canine Food Ltd.
4.3 We will do our best to ensure your delivery does not arrive in multiple parts.
4.4 We deliver anywhere within Canada unless it is outside our partners’ shipping network. This will be determined upon checkout once you have inserted your delivery address.
4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 11:00am and 8:00pm Monday, Wednesday, or Friday. You will be notified via email when your order is ready to ship and the exact delivery date. If you refuse delivery to our driver prior to communicating with our Client Care Representatives, we will be unable to offer a refund/replacement.
4.6 Disposal of packing materials is your responsibility.
4.7 We ask that you don’t refuse a delivery. Even on the rare occasion a delivery takes longer than anticipated to arrive, your order is still perfectly good to use. Our drivers are also our handlers and they know how long the Goods can be out for. If upon accepting a delivery, you discover any discrepancies with your order, please contact us either through Live Chat or by Calling 1-844-NATURAW.
4.8 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should advise us about any special delivery requirements or conditions when you place your order.
4.9 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of God, war, riot, civil commotion, malicious damage or the default of our suppliers.
4.10 Time is not the essence of the contract unless expressly stated otherwise in writing by the owner of the company.
4.11 Delivery charges and options are calculated automatically based on what you have in your order (product type, weight) and the delivery postal code.
5.1 If there is a problem with the Goods, please notify us by Live Chat or by Calling 1-844-NATURAW, providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights and our great customer service.
5.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.
5.3 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.
5.4 If an item is no longer available, we will contact you to offer an alternative. However, our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
5.5 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.
6.1 The products sold on this website comply with all relevant Canadian legislation. We cannot warrant or represent that they comply with any legal requirement outside Canada.
6.2 We do not accept liability for any result feeding or administering products we sell. You are responsible for how you use and/or administer our products.
- 10% New Customer Discount
7.1 The new customer discount applies to new customers only and excludes bulk items and/or items on sale. The 10% discount is applied automatically upon checkout when you place your first order with us, or in-store (whichever comes first).
- eGift Cards
8.1 You agree to be bound by these terms and conditions by purchasing, activating, using, or attempting to use a Naturaw eGift card, or by making a transaction enquiry or exercising any right to Redeem value loaded on a Naturaw eGift card.
8.2 By purchasing, activating, using or attempting to use a Naturaw eGift card, or by making a transaction enquiry or exercising any right to Redeem value loaded on a Naturaw eGift card, you warrant to us that you will comply with these terms and conditions and all applicable laws.
8.3 If you are gifting a Naturaw eGift card, you should ensure that the recipient is aware of the terms and conditions that apply to the Naturaw eGift card.
8.4 Naturaw eGift cards can be purchased online or in-store.
8.5 When purchasing a Naturaw eGift card online, payment can be made using a credit/debit card or Bitcoin. When purchasing a Naturaw eGift card in-store, payment can be made using a credit/debit card or cash.
8.6 By ordering a Naturaw eGift card with wording or an image, you declare you have read and have accepted the content policy.
8.7 There is no cost to you to personalize a Naturaw eGift card.
8.8 In order to personalize the Naturaw eGift card, the procedures set out in the product ordering page are:
- you can provide a personal message.
8.9 A minimum of $10 and a maximum of $300 can be loaded on a Naturaw eGift card online or in-store. There is no maximum on how many cards can be purchased.
8.10 At our discretion, we may change the minimum and maximum amounts that can be loaded on Naturaw eGift Cards. If we decide to do this, we will publish details on the product page and update this page.
8.11 Gift cards sold and used within Canada, never expire.
8.12 Once your Naturaw eGift card has reached a nil balance it cannot be re-activated.
8.13 The Redemption of Naturaw eGift cards is restricted to the purchase of standard retail quantities of goods.
8.14 No recharging of the Naturaw eGift card. Once at nil balance, the card expires.
8.15 After a Naturaw eGift card has been activated you cannot subsequently add value to it.
8.16 You must treat your Naturaw eGift card like cash. If your Naturaw eGift card is lost, deleted, damaged or stolen please live chat or email us using the contact section of our website. However, we have no obligation to replace or refund value for lost, stolen, damaged or deleted Naturaw eGift cards, except where we have breached any condition or warranty implied under consumer protection legislation that cannot be excluded in these terms and conditions (for example warranties as to the exercise of due care and skill in providing services and as to fitness for purpose of materials we provide).
8.17 We reserve the right to place a stop on your Naturaw eGift card if:
- You report that your Naturaw eGift card has been lost, stolen, damaged or deleted;
- We believe (or reasonably suspect) that you have used (or will use) your Naturaw eGift card contrary to these terms and conditions; or
- We believe (or reasonably suspect) that there is an error with your Naturaw eGift card.
8.18 You are responsible for the use and safety of your Naturaw eGift card, and are liable for all transactions made on your Naturaw eGift card.
8.19 Naturaw eGift cards may be used as personal or business gifts, however, must not be used in connection with any marketing, advertising or other promotional activities (including without limitation in websites, internet advertisements, email, telemarketing, direct mail, newspaper and magazine advertisements, and radio and television broadcasts) unless you obtain our prior written approval. Naturaw eGift cards that are used in marketing, advertising, or other promotional activities in breach of this clause, will be invalid with the result that Recipients of those cards will not be able to use or Redeem unspent value on their Naturaw eGift cards.
8.20 Use of our name or brands, or any names, logos, or Naturaw eGift cards (other than in connection with the purchase or use of Naturaw eGift cards), is strictly prohibited.
8.21 You must not use a Naturaw eGift card in any manner that states or implies that any person, website, business or product or service is endorsed or sponsored by or otherwise affiliated with us or any of our subsidiaries or affiliates.