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.

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 4 weeks to be created for you depending on order volumes and supply levels.

Look for the “ready to ship” image 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.

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 10-20”

Large 16-24”

Custom orders

We always 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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Our company ships through the following carriers:

Chit Chats

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 $75 internationally (automatically offered at checkout)

Timeline

Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need 1-2 weeks to be handmade.

RETURNS

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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.

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, 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.

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 return shipping 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. Order details will not be given out over any social media platform due to privacy.

We can only correspond via telephone within Canada.