Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
The delivery time for your order varies, but it is typically between 2 to 8 days. We process your order within one business day and arrange for pickup by the courier or carrier on the next business day. However, the actual delivery time may be affected by factors such as your location, customs delays, weather conditions, etc., which are beyond our control.
Your account will be automatically created when you place an order. If you are a Canadian Professional such as a Hoof Trimmer, Farrier, Sheep Sheerer or Veterinarian, you can sign up for access to our membership portal on our website. If you are a reseller and interested in becoming a dealer, visit our portal to submit your application.
To change your shipping address, please email our team before your order is packaged. While we cannot guarantee last minute changes, we will make an attempt to help. Preferably, you can log into your account and update your address details for future orders.
For courier orders, a tracking email will be sent once the order has left our warehouse. If you haven’t received the tracking email, please check your spam folder. For pallet orders with our preferred carriers, please reach out to our team via email if you haven’t received the pallet after 7 business days.
No, we do not keep any credit card information to avoid security breaches. However, we provide an option in our secure checkout platform for you to save your credit card details for future orders. Rest assured, this information is stored encrypted on the Stripe server.
Yes, we charge provincial and federal sales taxes to all our Canadian clients. It depends on which province your shipping address is located. For international shoppers (not in Canada), we do not charge any sales tax. In the event of possible importing taxes and duties, your local broker will inform you.
Our Hoof-fit and Hoof Sol products can only be shipped to Canadian shipping addresses.
If you are living in the USA, visit the USA product page which can be shipped to your country.
We do ship internationally, and you can find the eligible product on the international shopping page. Contact our team by submitting the contact form if you are interested in a large quantity.
Our goal is to ship your order as one package from our Quebec warehouse. However, depending on the items you’ve ordered, it’s possible that your order might be shipped as individual packages.
Some items may ship from our Alberta warehouse. In that case, you will receive two separate emails with different tracking numbers and potentially different delivery times to keep you informed.
If you need to swap an item
Support
There are various ways to contact our team and receive customer support. We understand the importance of providing assistance and resolving any concerns you may have after making a purchase.
Here are ways you can reach our team:
1. If you prefer direct communication and immediate assistance, call our dedicated customer support team at +1 403 388 4309. Our knowledgeable representatives will be ready to address your queries and provide solutions to any issues you may encounter. Note that our business hours are Mon-Fri from 8-5 MST.
2. Fill in the contact form: For a more convenient and structured approach, you can visit our website and fill in the contact form.
3. We also offer a free 15-minute consultation if you have herd-specific questions regarding foot bathing, hoof problems, hoof trimming and skin challenges in your livestock. To book a time slot, use our scheduling link, and we’ll get back to you.
At Diamond Hoof Care Ltd, we strive to provide exceptional service and ensure customer satisfaction. We understand that sometimes situations arise where a return may be necessary, and we are here to assist you through the process.
Our returns policy is designed to address various scenarios and provide a fair solution for all. The details of our policy are:
Mistake made by our team: (sorry!) If our team has made an error with your order, we sincerely apologize for any inconvenience caused. In such cases, we kindly request you to contact us as soon as possible, and we will make it right. We will accept the return of all unused items, and we will also cover the shipping charges for the return.
Personal decision to return an item: If you have made a personal decision to return an item, we understand that circumstances can vary. Prior to shipping any items back to us, we request that you contact our office to obtain return shipping instructions. This will ensure a smooth process and help us assist you effectively.
Restocking fee and shipping charges: For all personal returns, please note that we charge a 15% restocking fee. This fee helps us cover the costs associated with processing and restocking returned items. Additionally, the shipping charges for returning the item to our location will be your responsibility.
We value our customers and strive to maintain competitive pricing to make our products attractive and affordable for you. However, it is important to note that the costs associated with returns cannot be absorbed entirely within our pricing structure. Hence, the restocking fee and shipping charges are necessary to maintain the quality of our services and product offerings.
We appreciate your understanding and cooperation regarding our returns policy. If you have any further questions or require clarification, please do not hesitate to contact our dedicated customer support team. We are here to assist you and ensure a satisfactory resolution to any return-related matters.
Thank you for choosing Diamond Hoof Care Ltd.
We apologize for any inconvenience caused by receiving the wrong item. If our team made a mistake in fulfilling your order, we are committed to rectifying the situation promptly. Please contact our customer support team with your order details, and we will ensure that the issue is resolved to your satisfaction.
In such cases, we are prepared to take full responsibility for our error. We will arrange for the incorrect item to be returned, and we will cover all associated shipping charges. Our aim is to make things right for you as quickly and efficiently as possible.
For detailed information on our return policy and procedures, we encourage you to refer to the dedicated section on our website. There, you will find comprehensive guidelines on initiating returns, receiving refunds or replacements, and any other relevant information to facilitate the process.
Once again, we apologize for any inconvenience this may have caused, and we appreciate your understanding. Our customer support team is here to assist you every step of the way, and we look forward to resolving this issue to your satisfaction.
We apologize for the inconvenience caused by the items in your order arriving in a damaged condition. At our company, we take great care in packaging our products to withstand the sometimes rough handling during courier deliveries. However, occasionally, unforeseen circumstances may lead to damages during transit.
To assist us in resolving this matter promptly, we kindly request that you provide us with pictures of both the damaged item(s) and the shipping box, clearly showing any and all damages. This visual evidence will greatly aid us in understanding the extent of the problem and help us take appropriate measures to rectify it.
Furthermore, we ask that you contact our dedicated team via phone to share the pictures and provide detailed descriptions of the damages. Our team will be more than willing to assist you in resolving the issue.
Please note that it is important to refrain from shipping any broken products back to us before speaking with our team. We want to ensure that the appropriate steps are taken to address the situation and provide you with a satisfactory solution.
Once again, we sincerely apologize for any inconvenience caused. We value your satisfaction as our customer and will make every effort to rectify the situation promptly.
To initiate a return and obtain instructions on the procedures, we kindly ask you to contact our dedicated team. They will guide you through the return process and provide you with the necessary information via email.
It is essential to reach out to our team as they can offer personalized assistance and ensure that your return is handled efficiently.
If you have mistakenly entered an incorrect shipping address for your order, there are a few steps you can take to address the issue.
Firstly, it’s important to note that for future orders, you can easily update your shipping address in your account settings to avoid any potential errors.
If you have already submitted an order and discovered that the shipping address you provided is incorrect, we will do our best to assist you. Please reach out to our customer support team as soon as possible, providing them with the correct shipping address details. They will check the status of your order and determine if it’s still possible to make the necessary changes.
Please keep in mind that once an order has been labeled and entered into the courier’s system, it becomes increasingly difficult to modify the shipping address. In such cases, it is often beyond our control to make any alterations. We recommend contacting the courier directly to explore any possible solutions or alternatives.
Once an order has been labeled and dispatched from our warehouse, it is not possible to cancel the delivery. However, we understand that circumstances may arise where you may need to make changes or cancel your order. In such cases, we are here to assist you.
Please reach out to our dedicated team either by email or phone, and we will make every effort to address your concern. Our goal is to ensure your satisfaction, and we will do our utmost to accommodate your request and find a suitable solution.
Yes, you sure can. On our website, we provide an option for customers to pre-order items that are currently sold out. When you visit our product page and find an item that is out of stock, you will see a signup with an email box. By entering your email address, you will be notified as soon as the item becomes available in our store again. This way, you can secure your order and be among the first to receive the item when it restocks.
If you have specific requirements, such as larger quantities or any questions regarding the item, we encourage you to reach out to our dedicated team. They will be more than happy to assist you and ensure that your request is taken care of promptly.
Customer satisfaction is our priority, and we are committed to providing excellent service to meet your needs.