Return, Exchange & Cancellation Policy

Order Cancellations

Orders may be cancelled within 48 hours of being placed for a full refund.

Please review your order carefully before completing your purchase. All items will be made exactly as listed on the website using the options you selected. If you notice an error in your order, please contact us within 48 hours so it can be corrected.

After the 48-hour cancellation period, all sales are final. Custom orders cannot be cancelled, and refunds will not be issued after this time.

 

Returns & Exchanges

Items purchased from the Made to Order section of our website are custom-made specifically for you and are not eligible for return, exchange, or refund.

Items purchased from the Ready to Ship section may be returned within 14 days of receiving your order for a full refund, provided the item is unused, unworn, and in resalable condition.

Items that have been used, modified, damaged by the customer, or show signs of wear are not eligible for return, exchange, or refund.

Receipt of an order is considered to be the date shown as delivered by the shipping carrier, the date the item was picked up from our shop, or the date it was purchased at an event or through a retailer.

Items purchased in person or through a retailer must be accompanied by a receipt or other proof of purchase.

To begin a return or exchange, you must contact us at orders@getdirtydog.ca before returning your item. Returns received without prior authorization will not be accepted.

Approved returns may be sent back by mail, dropped off at our shop (by appointment only), or returned at an event where Get Dirty Pet Gear is attending as a vendor.

Please note that we do not accept returns or exchanges at events that Colleen is attending in a personal capacity. If Get Dirty Pet Gear is officially attending an event, there will either be a vendor booth set up or Colleen will be clearly representing the business by wearing Get Dirty Pet Gear branded clothing.

The customer is responsible for all shipping costs associated with returning an item, as well as any shipping costs for exchanged items.

For exchanges, the replacement item will not be started until the original item has been received and approved. Once approved, a new order will be created and added to our regular production queue. Exchange orders will not be expedited ahead of existing customer orders.

If you have any questions regarding a return or exchange, please contact us at orders@getdirtydog.ca.

 

Colour Accuracy

Due to differences in monitors, mobile devices, and web browsers, product colours may appear differently from one screen to another. While we make every effort to display colours accurately, we cannot guarantee that the colour shown on your screen will exactly match the finished product.

Returns or exchanges based solely on colour differences are subject to this return policy.

If an exact colour match is important, please contact us before placing your order. Colour samples are available by mail for $2.00.

 

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a defective, damaged, or incorrect item, you must contact us at orders@getdirtydog.ca within 72 hours of delivery or pickup.

Items must be returned to us for inspection before a replacement, repair, refund, or other resolution will be provided. We reserve the right to determine whether the issue is the result of a manufacturing defect, shipping damage, or normal wear and tear.

 

Shipping Delays, Losses & Delivery Issues

Once your order has been accepted and scanned by the shipping carrier, Get Dirty Pet Gear is not responsible for shipping delays, lost packages, or delivery errors.

We have no control over courier or postal operations. Any claims related to shipping delays, lost packages, or delivery issues must be addressed directly with the shipping carrier.

If your package arrives with visible damage to the shipping box or packaging, please take photographs before opening it whenever possible. These photographs may be required by the shipping carrier to process a claim.

 

Warranty Claims

This return policy does not apply to items that qualify as warranty claims. Please refer to our Warranty Policy for complete details.

 

Non-Returnable Items

The following items cannot be returned:

• Products purchased from the Made to Order section.
• Personalized or special-order items.
• Gift cards.
• Items marked as Final Sale.

If you are unsure whether your item qualifies for return, please contact us before placing your order.

 

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please note that your bank or credit card provider may require additional time to process and post the refund after it has been issued. Unfortunately, this processing time is outside of our control.