1. Immediate safety steps
If you believe a product may be unsafe, stop using it and keep it away from children and animals until the concern is assessed. For a medical or veterinary emergency, contact the appropriate emergency service or qualified professional; the website contact form is not an emergency-response service.
2. Report a concern or incident
Use the customer-assistance form promptly and include the order number, product and variant, when and where it was purchased, a description of the concern or incident, any injury or property damage, and clear photographs where safe and helpful. Keep the product and packaging unless a safety authority or Rockway instructs otherwise. Do not mail a potentially unsafe item without written instructions.
3. Fit, care, and supervision
Follow product-specific size, fit, washing, and use instructions. Pet accessories should be checked regularly for damage and used with appropriate supervision. Remove an item that is damaged, too tight, too loose, or being chewed. This practical guidance does not reduce Rockway’s product-safety duties or any mandatory consumer remedy.
4. Rockway’s review
Rockway will preserve the report, assess available information, contact suppliers or service providers where appropriate, and take the actions required by consumer-product safety law. Those actions may include stopping sale, notifying affected customers, cooperating with Health Canada, reporting an incident, or arranging a recall, correction, replacement, or refund. A safety report is not restricted by the discretionary return conditions in the Refund Request and Return Policy.
5. Recalls
If Rockway or a safety authority issues recall instructions, stop using the identified product and follow those instructions. Rockway will use available order contact information to notify affected customers where appropriate. Product-safety rights and statutory incident-reporting duties cannot be waived by a website term or checkout checkbox.