Shipping and returns
Where we deliver
We currently deliver within Canada only, where checkout offers a shipping service for every item in your bag. Availability varies by supplier and postal code.
Shipping charges
Rates are calculated at checkout using your delivery address and selected products. Review the complete shipping and tax total before payment. We do not offer a store-wide free-shipping promise.
Processing and delivery
Products ship directly from our supplier partners. Noba normally processes orders within 48 hours. Allow approximately 2 business days for Only One Treats processing. Hippity Hop chews and forage can take up to 5 business days to prepare; wooden products are made to order and can take approximately 10–12 business days before dispatch. Processing time is additional to carrier transit time. These are estimates, not guaranteed arrival dates.
Separate packages and tracking
Items from different suppliers may ship separately, with separate delivery charges and tracking updates. We email tracking when it becomes available. Carrier delays and remote destinations may affect delivery.
Address changes, delays or damage
Check your address carefully before placing an order. Contact us through our contact form promptly if an address is incorrect, a parcel is delayed, or an item arrives damaged. Include your order number and photos where relevant. We will investigate with the supplier or carrier.
International delivery and local pickup are not currently available.
Requesting a return
Contact us through our contact form with your order number and the item you wish to return before sending it back. We will explain eligibility and provide the appropriate return address and instructions. Please do not send returns to our mailing address without authorization.
Change-of-mind returns
For eligible Noba accessories and furniture, request a return within 30 days of delivery. For eligible non-perishable Hippity Hop products, request it within 14 days. Items must be unused, clean, in their original packaging, with proof of purchase.
Treats, forage, edible chews, personalized or custom-made items, and opened or used hygiene products are not eligible for change-of-mind returns. Only One Treats change-of-mind returns are not offered unless confirmed in writing before purchase. These exclusions do not remove your rights when an item is defective, incorrect or not as described.
Damaged, defective or incorrect items
Contact us as soon as possible with your order number and photos. Please report Hippity Hop delivery issues within 7 days where possible. We will work with you to arrange an appropriate remedy. Nothing in this policy limits applicable consumer rights.
Costs and refunds
For an approved change-of-mind return, the customer pays return shipping; original delivery charges are non-refundable unless required by law. We do not charge a restocking fee. If the issue is our or our supplier’s error, we will provide instructions without charging you for the required return.
After an approved return is received and inspected, refunds are issued to the original payment method, usually within 10 business days. Your bank may take additional time. Contact us if a refund has not appeared after 15 business days.
Cancellations
Contact us promptly to request cancellation. We cannot guarantee cancellation after processing or dispatch, particularly for made-to-order products.