Exchange Policy

Exchange Policy and Return Procedure

We want to ensure your dog is perfectly comfortable in their coat! If the size doesn’t fit, feel free to contact us, we’re here to help.

We accept exchanges (NO REFUNDS) for a different size or model, under certain conditions.

Exchange Conditions (IMPORTANT):

  • Please contact us within 15 days from the receipt of your order.
  • The coat must not have been worn outside and must be returned in its original condition (clean and free of hair).
  • Shipping fees apply (see details below).

Self-Service Return Procedure:

1. Submit a return request:

  • Click on the profile icon in the shop’s navigation or go to our refund policy or returns page, then request a return.
  • Log into your account:
    1. Enter your email address and click "Continue."
    2. Open the email sent from our store and copy the six-digit verification code included.
    3. Return to the online store and enter the six-digit verification code.
  • Click on the order you wish to return.
  • Select the items you wish to return.
  • Select a return reason and add a note for the store if necessary.
  • Submit the request.

2. Shipping the return:

  • If your return is approved, you will receive an email with shipping instructions and a return shipping label.
  • Once the product is returned, we will proceed with the exchange according to the conditions below.

Shipping Fees for Exchanges:

  • Quebec and Ontario: A fee of $25+tax will be automatically charged (outbound: $12.50 / return: $12.50).
  • Other Canadian provinces and the United States: A base fee of $25 will be charged for returns. If actual shipping costs are higher, we will contact you to communicate the additional amount to be paid.
  • In-person at our workshop: No fee (PLEASE CONTACT US FIRST, SEE STEP 1).

Price Difference:

If there is a price difference between the exchanged products, it will either be charged or credited accordingly. If the desired model or size is unavailable, a store credit will be issued.

No refunds will be made for returned products.