Refund policy

FRAPS Guarantee – Adventure-Ready, Dog-Approved

At Fraps Institute For Adventure Dogs (“Fraps Institute”, “we”, “us”, “our”), your dog’s stoke and safety on the trail are everything to us.

That’s why we offer the FRAPS Guarantee:

If your dog doesn’t love our product while you’re out on an adventure or
You have concerns about the product being safe or suitable for your dog,

we’ll make it right with a replacement or a refund.

Just email us at alan@windline.ca with your order number, a brief description of the issue, and (if possible) a photo of the product and the lot number.

1. Eligibility for Refunds & Returns

Because our products are food items for dogs, we cannot accept returns in the same way as non-perishable goods. Instead, we focus on refunds or replacements under our FRAPS Guarantee.

You may be eligible for a refund or replacement when:

Your dog does not enjoy the product, or refuses to eat it;
You believe the product is not suitable for your dog;
You receive a damaged, defective, or incorrect item; or
Your order is missing items.

To help us improve and to manage quality control, we may:

Ask for photos of the product, packaging, and lot/batch code;
Request details about your dog (age, size, dietary needs);
In some cases, ask you to retain the unused portion until we confirm whether it needs to be returned or disposed of.

2. Timeframe

Please contact us within 30 days of the date you receive your order to be eligible under our refund and replacement policies.

After 30 days, refunds or replacements may be issued at our sole discretion.

3. Damages & Issues

Please inspect your order as soon as it arrives.

The item is defective or damaged, or
You received the wrong item.

We’ll evaluate the issue and work with you to repair, replace, or refund as appropriate.

4. Products Not Eligible for Return

For health and safety reasons, we generally do not accept physical returns of opened food products. Instead, we will issue refunds or replacements where appropriate.

We also typically cannot offer refunds or replacements for:

Products that have been stored incorrectly (e.g. exposure to excessive heat, moisture, or contamination);
Products that are significantly past their “best before” date;
Items purchased from third-party retailers (in those cases, please contact the retailer directly, though we’re always happy to help troubleshoot).

5. Sale Items / Promotions

Unless otherwise stated:

Sale items and promotional items are eligible for the FRAPS Guarantee on a refund or replacement basis,
But we may refund at the actual purchase price paid (i.e. after discounts).

6. Returns (if Required)

In some cases, we may ask you to return unopened or partially used products for quality review.

If we request the product back, we will provide instructions and may supply a prepaid return label or envelope.
Items sent back to us without first contacting us may not be accepted.

Please do not mail any products back to us until we confirm the process by email.

7. Refunds

Once we’ve approved your refund:

A credit will be applied to your original method of payment (where possible) or another mutually agreed method.
Processing times can vary depending on your bank or credit card provider.

If you have not received your refund within 10 business days after our confirmation:

Check with your bank or credit card company; then
Contact us at alan@windline.ca.

8. Exchanges

If you’d like to try a different flavour or product, we’re happy to help.

In many cases, we can replace your original item with a different product or flavour under the FRAPS Guarantee.
In some cases, price differences may apply.

To start an exchange, email alan@windline.ca with your order number and what you’d like to try instead.

9. How to Contact Us About a Refund or Issue

The fastest way to resolve any issue is to email:

Email: alan@windline.ca
Mailing Address:
Fraps Institute For Adventure Dogs
306-37762 3 Avenue
Squamish, British Columbia
V8B 1C3
Canada

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