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Frequently Asked Questions
Do you sell direct to customers?
Currently, at this time we only sell to retail partners.
How do I become a retail partner?
Becoming a Retail Partner couldn't be simpler! On the submit your information on the contact form. One of our wholesale representatives will contact you.
What is your return policy?
Return Policy Created: January 2024
We proudly offer a 100% Satisfaction Guarantee on all our products.
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Note that 50% of the product must still be available for refund, and proof of purchase must be presented for return credit, which can be the original receipt or proof of purchase via customer profile account at your retail location.
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Legitimate Product Returns - Product is expired - Customer returned package with 50% or more of product remaining in original packaging.
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Products We Will Not Take Back - Items that were purchased for a customer who decided not to go ahead with their purchase. - Items ordered in error.
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To return Down To Earth products from customers, and receive the appropriate credit follow these steps:
1) Ensure at least half of the product is still available and proof of purchase is presented at the time of refund.
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2) Send photos of the refunded product with return receipt to: Sales@Downtoearth.ca
** Please include reason(s) for return if that reason is known/disclosed (i.e. pet won’t, pet was sick, etc.) these reasons assist us in ensuring full communication regarding the quality of our product.**
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3) Once you have received confirmation from Down To Earth that the refund request has been received and all information is applicable for the appropriate credit, you are free to discard of the refund product. If we should require the product back for quality control, we will notify you of this request via email at the time of confirmation.
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4) You will receive a confirmation from our accounting team when a credit has been issued to your account for the cost of the refunded product.
We proudly stand behind our product and hope that you feel you can support our customers together. If there are any questions regarding this policy, feel free to reach out to our Customer Service team at Down To Earth.