RETURNS & EXCHANGES

 

LOVE IT OR SEND IT BACK

We want you to be 100% happy with your purchase and your experience with us! If you're not totally satisfied, return your purchase to us for an exchange or refund.

 

RETURN POLICY

 

  • You may return items within 30 days of the sale date for a full refund of the price of the item(s) or a credit toward an exchange or the purchase of a different product.

  • Returns made after 30 days are eligible for a merchandise credit (issued in the form of a Cooltugs gift certificate) equal to the price of the returned product.

  • All we ask is that the product is in the same condition in which you received it, with its original tags and is clearly unused. If there is evidence of cuts, toothmarks or saliva, etc. the item will not be replaced and we will not issue a refund. 

  • Refunds and merchandise credits will be issued at the time the return is received by us.
     

RETURN SHIPPING

 

  • If you receive a product that is damaged or defective, or that is not the product you ordered, Cooltugs will pay the cost to ship the replacement product to you. If we need the original product back, we will send you a pre-paid shipping label.

  • If you live in the U.S.A. we will refund you the shipping costs - please call us prior to returning to discuss options.

  • For all other returns and exchanges, you are responsible for the shipping costs to return the item. If you are requesting an exchange, you must also pay for the new item to be shipped back to you.
     

REGULAR RETURNS OR EXCHANGES

 

To return a product that doesn't meet your expectations please send an email to christine@cooltugs.com with the subject line return or exchange and we will contact you to discuss next steps.
 

RETURNS OF DEFECTIVE OR INCORRECT PRODUCTS

 

To return a product that is defective or that was shipped to you in error, please follow these steps:

  • Pack the product(s): If you are using the original packaging to ship back the item(s), please be sure to remove the old shipping label or cover it completely.

  • Ship the product(s) back to us: Use the pre-paid shipping label or ship your package to: Cooltugs, 6782 Westview Drive, Delta, B.C., V4E 2L8, Canada.

  • Receive your refund, credit, or replacement: We will email you when we have received your return. Refunds will be made based on the original method of payment. Please allow 7-10 business days for the credit to appear on your account. If you have requested a store credit, we will email you a gift certificate within 48 business hours. If you have requested a replacement product, we will ship the new product at our expense within 48 business hours. 

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2019 by Cooltugs Dog Toys Ltd.