Refund policy

Returns, Exchanges and Order Cancellation Policy

Returns and exchanges are subject to a 20% restocking fee.  This does not apply if the return or exchange is due to errors made by Get Dirty Pet Gear.  We have a 14-day return/exchange policy, which means you have 14 days after receiving your item to request a return or exchange.  Receipt is determined by when the item was left at your residence or community mailbox by the postal carrier as per the online tracking information, or the day it was picked up at our shop, purchased at an event, or through a retailer.  

To be eligible for a return or exchange, items must be in the same condition that you received them, unworn and unused. Items purchased at an event, in person in our shop,  or at a retailer will require a receipt or proof of purchase.

Buyer is resonsible for all shipping charges to return the item(s) and any shipping back to them for exchanges.

Order Cancellations

Order cancellations must be made with 48 hours of placing the order for a full refund.  Cancellations after 48 hours will be subject to a 20% cancellation fee.  Full refunds will not be issued for any reason after the 48 hour timeframe.  

ITEM COLOR - Due to the many variations in monitors and browsers, the color of products may appear different on different monitors. It is not possible to guarantee our online colors will look the same on all devices, we do not guarantee that what you see accurately portrays the color of the actual product.  As a result, returns and exchanges due to color difference will be subject to the terms of this return policy.  If the color needs to be an exact match, please contact us prior to ordering and we can mail out a color sample for a $2.00 charge.

To start a return or exchange, you must contact us at orders@getdirtydog.ca prior to returning the item.  WE WILL NOT ACCEPT A RETURN IF WE HAVE NOT BEEN CONTACTED FIRST TO MAKE ARRANGEMENTS. One contacted and the return is approved, returns are accepted by shipping the item back to our shop, by personally visiting our shop (an appointment is necessary), or at an event that we are attending as a vendor.  

The customer is responsible for the cost of all shipping back to us and returned to them (for exchanges).

WE DO NO ACCEPT RETURNS OR FACILITATE EXCHANGES AT ANY EVENTS THAT COLLEEN IS ATTENDING ON HER PERSONAL TIME.  Colleen will either have a booth setup or be wearing Get Dirty Pet gear clothing if she is representing the company at an event.

For exchanges, we will not begin to create a new item until we receive the old one back and approve the return.  We will generate a new order for the exchange and your order will be placed in our order queue.  We will not expedite ahead of other customers.

You can always contact us for any return questions at orders@getdirtydog.ca.

This policy does not apply to items that are classified as a warranty claim.  Please refer to our warranty policy for more information.

Damages and issues
Please inspect your order upon receipt and contact us at orders@getdirtydog.ca immediately if the item is defective, damaged or if you receive the wrong item.  Items will need to be returned to us for in person evaluation before replacements will be issued.  

Courier/Postal delays, losses, and wrong address deliveries
Get Dirty Pet gear is in no way responsible for any delays or losses once a shipment has been scanned in by the courier or postal system.  We have no control over their processes or what decisions they make.  Refunds and replacements will not be the resonsibility of Get Dirty Pet Gear and the issues will have to be addressed with shipping company directly.

Exceptions / non-returnable items
Certain types of items cannot be returned. Custom products such as special orders or personalized items cannot be returned. Please email us at orders@getdirtydog.ca if you have questions or concerns about your specific item.

We cannot accept returns on gift cards or items marked down for final sale.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. It can take some time for your bank or credit card company to process and post the refund and we have no control on how long it takes the funds to reach you after we process it.