Eco-Pup Shipping Policy
Eco-Pup products are shipped worldwide from Canada. Everything in our product catalogue can be purchased through this website securely and easily using the ecopupdogclothing.com shopping cart. Eco-Pup recommends combining orders to help do our part to reduce packaging, minimize shipping emissions and keep costs down. International orders outside North America will be billed separately for shipping (Please allow 1-2 weeks for delivery).
ecopupdogclothing.com process orders Tuesday through Saturday, excluding Holidays. Orders are shipped within 3-5 business days but please allow up to 7-10 business days for your order to arrive. Any special custom ordered items will take longer and delivery times will be advised upon ordering.
When shipment is completed, shipment notification will be sent to you via email.
Sometimes customs charges are applied to packages sent abroad. Buyers are responsible for all applicable import duty and local tax. If you have any questions, please verify with your customs before your purchase.
Incorrect or undeliverable addresses resulting in an item being returned to shipper will be charged for additional shipping fees.
Eco-Pup is not be responsible for lost or damaged packages during shipping.
Eco-Pup Returns Policy and Procedure
Your satisfaction is our first concern.
In the event that you are not satisfied with your Eco-Pup dog clothing brand product you purchased, we will accept returnable items within 30 days of the shipment date for exchange or merchandise credit only. The item(s) must not be washed or worn and still have all tags/labels attached - Eco-Pup will not accept returned products that have been used/damaged by the customer, washed or worn. All packaging must be in new/unused condition. Eco-Pup reserves the right to refuse any returns that are not in a suitable condition for resale.
No returns accepted on custom made items, bedding, blankets or toys.
Faulty or damaged item
If you are unhappy with a product you have purchased from us; whether the product is defective, seems defective, or is damaged, you are welcome to send it back to us for an exchange or credit within 30 days of delivery. Any items returned should include all parts, accessories, instructions and packaging where possible.
The return of items is the responsibility of the sender and we highly recommend sending back by registered or recorded delivery.
Please note the original and return shipping and handling charge will NOT be refunded or reimbursed under all circumstances.
Easy Returns How-To's
In the event that you are not satisfied with your purchase, Eco-Pup Dog Clothing will do an exchange or credit for your purchase within 30 days of receipt. Credits issued are good for up to 1 year from the issue date.
To do a return simply contact us to get started. Please do not place a new order for the returned merchandise you would like to exchange as this will be considered a new order and your credit card will be billed.
Shipping charges for exchanged orders are the responsibility of the customer. If additional charges are required (exchange is for a higher value item and applicable shipping charges) we will contact you for the additional charges.
It may take up to 7 working days to process your exchange after we receive your product. Replacement items will be held and shipped upon receipt of the original returned items. Replacement items will not be shipped until the original returned items have been received. You should expect to receive any exchanges within 4-6 weeks of giving your package to the return shipper. In most cases, your exchange will be received more quickly.
Items excluded from Returns:
* Doggie damage - Eco-Pup does not issue refunds for returned merchandise and cannot honor exchanges or credit for any merchandise that has been used, or is not in its original condition. We are not responsible for any damage that is caused by your dog to any of the merchandise. Choose products carefully depending on the age and behavior of your dog or cat before ordering. Eco-Pup is not responsible for items that have been ruined by your destructive dog or cat.
* Custom or personalized merchandise - these cannot be exchanged or returned. All sales are final on custom and personalized products.
* Sale Items - all clearance sale items are non-refundable and are final sales. All Eco-Pup sale products are clearly marked 'On Sale' so please make note of that before making your final decision to purchase.
* Beds, blankets and toys - due to health and safety concerns, we can not accept returns on these items.
* Items purchased with credit (from previously returned product) and/or gift certificates
We are not responsible for any returned packages lost in shipping. If a returned item becomes lost, it is the customer's responsibility to file a claim with the post office to recover their loss for their merchandise. We highly recommend sending your package expedited or express with a tracking number when shipping to avoid any disappointments!