Terms

ORDER TIMELINE

Snuffles & Tugs custom gear for sports dogs (Snuffles & Tugs) 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. 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.

If your order cannot be completed as it was received, which is usually 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. Under this circumstance, your order can instead be cancelled and fully refunded. When you are contacted for further direction on how to proceed in processing your order, you are responsible for the decision(s) and direction provided to Snuffles & Tugs via your written correspondence. You also release Snuffles & Tugs from liability related to processing time that may exceed our Terms of Service on your order.

Ready to Ship (RTS) vs Custom 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 RTS items are shipment ready while the custom made 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.

Communication Expectations
In some cases, consultation with you is required to complete your order. This sometimes occurs when a particular material is out of stock in a color you have chosen, but there are other less common circumstances where we might require your input or approval. Change approvals will always be sent by email and must be answered by email (NOT social media, etc). We appreciate your prompt response. You are required to respond to our emails within three calendar days. Snuffles & Tugs reserves the right to make changes to your order without your consent after 72 hrs (3 calendar days) and/or two attempts to email you have been made. In cases where your order cannot be completed to the specs on your invoice, you have the option to cancel the affected portion of your order instead of approving our change request. Change approvals are only for changes to the specifications for a particular product and cannot be used to substitute products or upgrade to a more expensive option on your order. 

READY TO SHIP ORDER CONSIDERATIONS

Ready to ship orders have a significantly faster processing time than custom orders. These items are handmade by Snuffles & Tugs, but have been completed prior to the time of your order. However, if your order includes both ready to ship and custom items, your entire order will experience the custom order processing timeline.

Appropriate Tug Toy Choice

Snuffles & Tugs toys are rated as Mini, Midi or Maxi toys. Mini toys are those suggested for small dogs and puppies under 20 lbs. These toys tend to feature smaller, thinner and less bulky bite bars, and lower resistance bungees. Examples of dog breeds who may be suited to Mini toys include but are not limited to: puppies under 6 months of age, shetland sheepdogs, and papillions. Midi toys are suggested for medium sized dogs between 20 and 40 lbs. Midi toys tend to have denser bite bars and medium-resistance bungees and are tailored to on-breed medium-sized agility dogs such as border collies. Maxi toys are suggested for dogs over 40 lbs or those who are very hard tuggers. These toys feature high-resistance bungees and reinforced bite areas for durability and handler comfort against powerful dogs.

Customers are responsible for selecting appropriate products for their dog. While we do our best to suggest products which might be appropriate for your dog’s characteristics and intended use, we recognize that all dogs are individuals and make no claim to understand the unique factors that might influence your experience with a particular product. 

Real Fur Products

Every effort is made to source natural hides that are non-toxic, high quality and long lasting. However, unlike artificial fur, real fur has a limited life span. Real fur has a short break-in period (~1-5 tugging sessions depending on the dog) and a relatively long break-down period (~1-3 months). Snuffles & Tugs is not responsible for normal break-down. Normal break-down includes but is not limited to puncture marks, rips, and hair coming off the hide during use (also called shedding). Expect to replace real fur products on a regular basis. Three months is the average functional life of a real hide tug toy, however this can vary a great deal based on use. By purchasing real fur products, you agree to 

CUSTOM ORDER CONSIDERATIONS

Embroidery Appearance

Overall size of your embroidery will depend on the text, symbols, and fonts chosen for your custom product. Every attempt is made to maximize the size of your embroidery according to the specifications on your order and within the limits of our machinery. Due to our dedication to bring you highly customizable gear, there is a wide range of embroidery appearances across items. Refer to product listings, the Gallery page, and our social media platforms for examples that will inform your selection.

Each custom product with embroidery has a character limit. Please check each product listing for the limit(s) on that specific product. Character limits are inclusive of all letters, spaces, and symbols. Exceeding the character limit will result in your embroidery being smaller and less readable. In cases where the character limit has been exceeded beyond our capability to produce the item as ordered, you will be contacted by email to revise your embroidery. Your order will be placed on hold and removed from the production queue while we await your response. We strongly encourage you to stay inside the character limit for best results. Snuffles & Tugs is not responsible for dissatisfaction with embroidery appearance where character limits are exceeded. 

Descending characters, which are characters that have a portion of the letter that extends below the baseline of a font, significantly impact the overall size of your embroidery. Letters with descenders include lower case g, j, p, y, and the numerals 3 and 5. However, descenders are ultimately determined by the specific font itself. If overall embroidery size is of concern and your dog’s name includes descending characters, we recommend either 1) choosing a capital letter font, or 2) for a case sensitive font, have the dog’s name embroidered in caps lock. These are recommendations only. Customers are responsible for their font selection.

For custom items that feature an adjustable section with a triglide, sizing and measurements of the item are based on the overall adjustability of the item. Embroidery may or may not be covered by the triglide according to your dog’s individual body characteristics and your fit preferences. Embroidery positioning in relation to the adjustable section is further impacted by your size selection. If you are concerned with coverage of the embroidery on an item while your dog is wearing it, size down. 

Shadow embroidery is whereby the color of the embroidery thread is the same color as the webbing, for example purple thread on purple webbing. This is recommended for phone numbers intended only to be read during an emergency and to be less visible in public. If your order states that the webbing color and embroidery thread color are similar or identical (for example, teal webbing and turquoise embroidery thread), your order will be produced as is. You will not be contacted to double check that this was intentional. 
 
Your embroidery will be stitched exactly as indicated on your order in english characters only. Leaving an embroidery box blank on your order will result in no embroidery being stitched onto your item(s) in the relevant location on the product. Snuffles & Tugs is not responsible for typos, omissions or errors made by the customer.
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. If you have requirements such as, but not limited to, gendered and/or sex specific color tastes, we strongly encourage you to design all aspects of your custom item yourself.

HANDMADE DISCLAIMER

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 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.

MAINTENANCE & CARE OF PRODUCTS

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 & DELIVERY

Shipping

Snuffles & Tugs 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 are pleased to offer international shipping. 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. By placing an order, you agree to longer and variable shipping transit times.

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) to North America (Canada and the USA).

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.

Pickups & Dead Drops
Local pickup and dead drop options are offered to residents of Atlantic Canada. Use these local options at your own risk. 

Dead Drops – Snuffles & Tugs will drop off your parcel to a location on a pre-determined date and time. Example – Nova Dogsport Inc. Drop dates are subject to change without notice. An email with the anticipated drop date, time, and instructions for pick-up is sent upon processing the order.

Trial Pick Ups – Please see Brie or another authorized representative of Snuffles & Tugs to get your package. Anticipated times of attendance are always announced upon release of the judging schedule. Please only inquire as to your parcel pickup with an authorized representative of Snuffles & Tugs. Do not inquire with any trial volunteer, host, or venue staff. If your judging schedule does not overlap with when a Snuffles & Tugs representative will be present at the trial site, you must have someone you trust get your package on your behalf. Snuffles & Tugs is no longer responsible for your parcel after it has been handed off to you or your proxy. Under no circumstances can parcels be left with the trial staff or dead dropped at the venue.

PAYMENTS

Snufflesandtugs.com is a United States website. All credit card and Paypal payments are conducted in USD. As we do not have a Canadian website at this time, Canadian customers are encouraged to use the E-transfer payment method which is automatically offered at checkout. This payment method is only available to Canadian billing addresses. Using this method, you will be able to EMT your invoice total to hello@snufflesandtugs.com without incurring American dollar conversion. Instructions on how to use this method of payment is provided at checkout. If you would prefer the security of a credit card for online shopping, you are welcome to complete your order using Paypal or the Credit Card processor, however you will be charged in USD and will not be eligible for a refund, as all orders are final.

RETURNS

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 & COMMUNICATIONS

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 do not correspond by telephone. Orders can be placed on the website. Orders are not accepted by telephone, Facebook, Instagram, social media direct messages, or private messages. All attempts to contact Snuffles & Tugs representatives by personal email, private social media accounts, or other personal messaging means will be ignored.

Email Marketing

While subscribing to our email marketing will cause you to receive marketing material, being subscribed to email marketing is highly recommended for the best ordering experience. These emails will remind you to double check for an invoice/order confirmation, prompt you to confirm your shipping address and where applicable, custom gear specifications. It will also ensure that you received your shipping notification email, and more. To get these important emails regarding your order, please subscribe by checking “sign up for the newsletter” on the checkout page.

Company Shut Down

Approximately every 3 months, Snuffles & Tugs shuts down operations for ~1 -2 weeks. During company shut down, all email and social media accounts are unmonitored. No inquiries will receive a response until the office re-opens. Orders are still accepted on snufflesandtugs.com during these periods. Company shut downs are announced at least 3 weeks notice before the date of shut down. Processing times are not affected by company shut downs. 

LIMITATION OF TERMS

We reserve the right to update our terms of service on a regular basis as our policies and practices require. Our terms of service is subject to change without notice. By placing an order, you certify that you have read and agree to the Snuffles & Tugs terms of service. 

[updated 14 June 2021]