Terms

ORDER TIMELINE

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Our company handcrafts all products within 6 weeks. Oftentimes, orders process faster than that but we can’t guarantee a faster processing time at all times of the year. If your order cannot be completed as it was received due to materials and/or colors being out of stock, you will be contacted by email for further direction. Often, there is the option to either 1) wait for the chosen materials to arrive at the studio; or 2) change one or more aspects of your order to materials/colors that are in stock to receive your order faster. 

Please see our store banner at the top of the site for current processing times at the time of ordering. This is an estimate and is subject to change on a regular basis as supply levels and order volume changes.

Made to Order vs. Pre-Made

Check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade.

Both are handmade but the pre-made is shipment ready while the made-to-order products take up to 6 weeks to be created for you depending on order volumes and supply levels.

Look for the “ready to ship” terminology on an image or description if a product is ready for shipment immediately.

HANDMADE DISCLAIMER

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The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being 100% handmade to order. Customers are responsible for ensuring the information on an order is complete and correct. Snuffles & Tugs custom gear for sports dogs is not responsible for typos or any other error at time of ordering. Completing the checkout and paying for an order binds the customer to the order as it is received.

Brie’s Choice

When selecting “Brie’s choice” on a custom product, the customer waives their right to pick that color and provides control to the maker. Snuffles & Tugs custom gear for sports dogs makes no claim to understand what the customer might find tasteful on their dog. Snuffles & Tugs custom gear for sports dogs is not responsible if the customer does not like the product when “Brie’s choice” is selected.

Care for your new product(s) by:

* Machine washing in a delicates bag on a delicate cycle (cold water, mild agitation) with gentle detergent

* Only using your products for their intended use, in dog sports competitions and training scenarios

Your product(s) can be damaged if:

* Your dog is left unsupervised with the item for any length of time

* Your dog chews on your product(s)

* Your products are used outside of the sports context they are designed for

Colour chart

Please use our colour chart to prevent errors in ordering.

Size chart

Please measure your dog’s neck carefully to prevent errors in ordering. Embroidery on collars is not guaranteed to be visible and not covered by the adjustable slider on the collar. Measurements indicate actual total lengths of the collar. If your dog’s neck measures into two size categories, size up.

Collar sizes:

Small 7-14”

Medium 13- 18”

Large 16-24”

Custom orders

We love creating new products from scratch.

Please contact us for a quote.

Custom orders can have a lengthier processing time.

Ask us for details.

SHIPPING

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Snuffles & Tugs custom gear for sports dogs ships via the domestic and international shipping carrier Chit Chats. Chit Chats is a subsidiary service of Canada Post, USPS, UPS and Ascendia International. Shipments bound for Canadian addresses will be received by Chit Chats and injected into the Canada Post distribution network. Shipments bound for American addresses will be received by Chit Chats and injected into the USPS or UPS distribution networks. I

International shipping

We happily support and love our international customers.

We ship all International products through Chit Chats.

Snuffles & Tugs custom gear for sports dogs is not responsible for duty or brokerage fees for international shipping.These charges come from your country during importation of your package.

Cost calculations

We do our best to apply fair shipping costs to each order.

* We charge a low, flat shipping rate to be fair to all customers.

* We offer free shipping for orders over $100 (automatically offered at checkout)

Timeline

Rush service on your order does not ensure a faster shipping time. It only provides your order with priority processing time in our studio where supplies and time allow. If rush service cannot be offered, you will be contacted to make alternate arrangements.

Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need a custom processing timeframe to be handmade.

RETURNS

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We do not offer returns or exchanges due to hygiene.

We do not accept order cancellations on custom items, no exceptions. 

Personalized and/or customized goods are exempt from being returned unless the product arrives defective. You must contact us within 30 days of receiving your shipment to inform us of any error. 

Additional non-returnable items:

* Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed less a minimum $10.00 handling cancellation/restocking fee, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@snufflesandtugs.com

Sale items

Only regular priced items may be refunded, unfortunately sale items are final sale only and cannot be refunded, no exceptions.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@snufflesandtugs.com and send your item to: Snuffles & Tugs custom gear for sports dogs 34 Roy Avenue New Minas NS B4N 3R6 Canada.

Shipping

To return your product, you should mail your product to: Snuffles & Tugs custom gear for sports dogs 34 Roy Avenue New Minas NS B4N 3R6 Canada

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of  applicable shipping charges will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact Methods

Email correspondence is preferred, and for order inquiries or address change requests, is mandatory. 

Order details will not be given out over social media platforms.

We can only correspond via telephone within Canada.

[updated 21 November 2020]