Return & 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 great! 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 if you live in Canada. If you live in the US or internationally, the cost of return shipping to Canada is the customer's responsibility. We will ship the replacement coat back to you with no additional shipping charges.
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 Sizing Page HERE. If you have any questions feel free to reach out via email, phone, or live chat!
Please note: 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.
A cleaning charge of $20 will be applied to any product that has been returned dirty/soiled/strong odor or unable to be sold as new. A few hairs is fine. Items that are not sellable will be donated to a rescue/shelter/dog-in-need.
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, shipping costs returning to Canada is the responsibility of the customer. Please follow our directions carefully to avoid border processing fees. US customers will have their exchanges shipped back to them with free shipping. International customers are responsible for all shipping fees.
Refunds: Once your product has been returned, refunds will be processed for the product only. Outgoing shipping is not refundable. Please also note that if you received free shipping, flat-rate shipping ($12 in Canada $15 in US) will be deducted from your refund. We also reserve the right to charge a cleaning fee of $20 to any product that has been returned dirty/soiled/strong odor or unable to be sold as new. A few hairs is fine. Items that are not able to be cleaned or sellable will be donated to a rescue/shelter/dog-in-need.
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.