Return & Exchange Guidelines
Hello! Thank you for choosing Chilly Dogs for your pup. You have chosen Chilly Dogs to help care for your dog and that means a lot to us. We want you and your dog to be happy and comfortable. If you have any concerns about your purchase, please reach out to us. We will work together to find the best solution, regardless of any specific guideline.
Manufacturing in Canada is an investment that Chilly Dogs is committed to. We are proud of our products and the care that goes into every step that brings them to your cherished pup! By helping us manage overall costs of returns and exchanges, you help Chilly Dogs continue to keep pups warm and cozy for many years to come.
On behalf our whole team, thank you.
Sandra
Owner/Operator of Chilly Dogs
Looking to start the exchange/return process, please click HERE.
WORRIED ABOUT SIZING? NOT TO WORRY. LET US HELP.
We are passionate about making the perfect fitting dog coat. If you submit your dog's measurements when you place your order, we will contact you should the size selection not be the best based on the measurements provided. Our goal is for you to receive the best fit the first time.
Should you need another size, we will gladly help you with an exchange free of additional shipping charges should you live in the US and Canada. Limit one exchange per order. Additional shipping fees may apply if more than one exchange is needed.
If you live outside of mainland North America, the cost of shipping to/from Canada is the customer's responsibility. We have retailers in Europe should that be a better option for you.
Please note: Clearance Items are final sale. No refunds or exchanges.
BEFORE YOU ORDER:
We encourage you to measure your dog accurately 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, or choose one of the following:
1) Complete the Sizing Tool quiz to help guide your size selection. Look for the Sizing Tool (black icon button) found on any coat product pages.
2) Submit your measurements with your order and we will review it before shipping.
3) Submit a size consultation HERE before ordering. We will contact you with our suggestion.
TIP: The most common measuring challenge is the back measurement. Please be sure to measure from right in front of the shoulder blades (there is a little divit) and stop before the tail starts.
UPON RECEIVING YOUR NEW CHILLY DOGS COAT:
Call to your clean and dry dog! Their new coat has arrived! While inside your home, please see how your dog looks in their new coat! Returned or exchanged merchandise must be clean and unwashed (a few hairs are ok, we can take care of that!). Unsure of the size? It is helpful if you take a few pictures with the coat on your dog. Full-body profile pictures with your dog standing is ideal.
Any questions or concerns, please contact us by phone or email within 45 days of your purchase. You can also start an exchange process HERE.
Condition of Returned/Exchanged items: We expect any returns to have some hairs from trying it on - no problem! Any item that is returned dirty, may be subject to a $15 cleaning fee which will be deducted from the refund. If the item is unsellable, Chilly Dogs reserves the right to decline the refund. An item is unsellable if damaged such as a rip, chew marks or excessively dirty or stained.
We want you and your dog to be happy! Please be confident with your purchase before it is worn outside, just like a pair of shoes! Any concerns, please contact us so we can help!
Refunds: Once your product has been returned, refunds will be processed for the product only. Shipping paid from initial purchase is not refundable.
Qualifying for Free Shipping: If the initial purchase qualified for free shipping, please note that should your final purchase value no longer be $150+ or the free shipping threshold at time of order, then Chilly Dogs reserves the right to deduct the flat rate shipping ($9 in Canada $12 in US) from the refund.
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.
