Refund policy

SnugTrail Return & Refund Policy

We want you and your little best friend to love your SnugTrail Cozy Coat. If the fit isn’t right or something goes wrong, we’re here to help.

60-Day Returns

You have 60 days from delivery to request a return.

To qualify, your coat must be:

  • In its original condition, with any original tags attached.

  • Clean, unwashed, and free from pet hair, odors, stains, or damage.

  • Returned with its original packaging, where available.

You may gently try the coat on your dog indoors to check the fit. Items worn beyond a brief fitting are not eligible for change-of-mind returns.

These condition requirements do not apply to valid claims involving defective, damaged, or incorrect items.

How to Request a Return

  1. Email [CUSTOMER SUPPORT EMAIL] with your order number and the item you would like to return.

  2. Our team will confirm eligibility and provide the return address and instructions. We may request photos to assess the item’s condition or an issue you report.

  3. Send your approved return within 14 days of receiving the return instructions.

Please contact us before shipping anything back. The address on your parcel may not be our return address.

We recommend using a tracked shipping service and keeping your shipping receipt.

Return Shipping Costs

For returns due to sizing, color preference, or a change of mind, the customer is responsible for return shipping.

Any original shipping charges are non-refundable for these returns. If your order included free shipping, we will not deduct the original delivery cost from your refund.

If we sent an incorrect, damaged, or defective item, SnugTrail will cover any required return shipping.

Size Exchanges

If your coat doesn’t fit, contact [CUSTOMER SUPPORT EMAIL] within 60 days of delivery.

We can help arrange a size exchange, subject to availability and the return conditions above. Customer-requested size exchanges require you to cover return shipping; we will cover standard shipping of the replacement coat.

Please check our size guide and measure your dog before ordering. Breed alone does not determine the correct size.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives and contact us as soon as you notice a problem.

Include:

  • Your order number.

  • A brief description of the issue.

  • Clear photos of the item and, where relevant, its packaging.

Reporting delivery damage within 48 hours helps us investigate with the carrier, but a later report does not automatically disqualify an otherwise valid claim.

For verified damaged, defective, or incorrect items, we will offer a replacement at no additional cost or a refund. We will let you know whether a return is necessary.

60-Day Product Warranty

Your SnugTrail Cozy Coat is covered against defects in materials or workmanship reported within 60 days of deliveryunder normal use and care.

This includes issues such as a faulty zipper or stitching that comes apart because of a manufacturing defect.

The warranty does not cover normal wear, chewing, scratching, accidental damage, alterations, or damage caused by washing or drying contrary to the care instructions.

Contact [CUSTOMER SUPPORT EMAIL] with your order number and photos showing the issue. For covered defects, we will provide a replacement or refund at no additional cost.

Refunds

After receiving and inspecting your return, we will notify you whether it has been approved.

Approved refunds will be issued to your original payment method within 5 business days. Your bank or payment provider may take an additional 5–10 business days to post the refund.

Refunds cover the amount paid for the returned items, including applicable refunded taxes, less any non-refundable original shipping charges described above. We do not charge a restocking fee.

If more than 15 business days have passed since your refund confirmation, please contact us.

Gifts and Promotional Items

Gift cards are non-refundable, except where required by law.

If your purchase included a free gift that depended on keeping the item you are returning, please include the unused gift with your return. We will explain any applicable requirements before you send your return.

Items purchased on sale remain eligible under this policy unless a specific exception was clearly disclosed before purchase. Damaged, defective, or incorrect items remain eligible for a resolution.

Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee changes or cancellations once processing has begun. If your order has already shipped, you can request a return after delivery under this policy.

Orders That Haven’t Arrived

If your package appears lost, is marked delivered but cannot be located, or is significantly overdue, contact [CUSTOMER SUPPORT EMAIL].

We will investigate with the shipping provider and arrange an appropriate resolution. You do not need to purchase optional shipping protection to report a delivery problem.

Your Consumer Rights

This policy does not limit any rights or remedies available to you under applicable law.

Updates to this policy apply to future purchases. Your order remains subject to the policy in effect when you purchased it, unless a change is required by law.

Contact Us

For returns, exchanges, warranty claims, or refund questions:

SnugTrail Customer Support
[CUSTOMER SUPPORT EMAIL]