Return and Exchange Guidelines
Worried about sizing? Not to worry. Let us help.
We are passionate about making the perfect fitting dog coat. Your dog will be protected while looking dashing.
Once your order is placed, we will review it and contact you should the size selection not be the best for the measurements provided. Our goal is for you to receive the best fit the first time.
Should the size not be right the first time, we will gladly help you exchange your purchase free of charge.
Before you order:
We encourage you to measure your dog as accurately as possible using the instructions and videos that can be found in the Fitting Room. If you have any questions, we would gladly assist by phone, email, Facebook or Instagram messaging. Please note: Belly Bands and Clearance Items are final sale. No refunds or exchanges.
Upon receiving your new Chilly Dogs coat:
- Call to your clean and dry dog! Their new coat has arrived! Please see how your dog looks in their new coat while inside your home to minimize any dirt. Returned or exchanged merchandise must be clean and unwashed (a few hairs are ok, we can take care of that!).
- Any questions or concerns, please contact us by phone or email within 45 days of your purchase.
- If a new size is needed, we will arrange for an exchange.
For Canadian customers, there will be no additional shipping fees for the return the original purchase nor the shipment of the replacement. If you wish to receive the replacement item before the original is returned to us, we will ask that you pay for the second coat. We will then refund the original purchase once we receive it. All returns and exchanges are completed via Canada Post. Expedited couriers are available at an additional fee.
For US and International customers, once the exchange is complete, you can choose to receive a refund of CA$14 or US$12 to cover your shipping costs to get the original item back to us, OR you can receive free shipping on your next purchase (to a maximum of $25). Just let us know your preference!
Chilly Dogs Guarantee
Chilly Dogs stands behind our Canadian-made products! Chilly Dogs fully guarantees all of our products against defects in craftsmanship and materials for a period of 45 days from date of purchase. All refunds must be made from the original point of purchase. We reserve the right to replace or credit defective products at our discretion. Damage due to normal wear and tear (damage that naturally and inevitably occurs as a result of normal wear and aging), damage from chewing, tearing, or wear caused from improper sizing is not guaranteed. Alterations, modifications or negligence is also not covered.