Frequently Asked Questions

Does free shipping apply to all destinations?

Our online store currently offers free shipping only to the following destinations:

If you wish to ship to a destination outside of the ones specified above, please email us your order and your shipping address. In your order, please specify house size, face color, and whether or not you wish to include the removable door. Once we receive your email, we'll let you know the total costs involved. Please note that for international orders, premium shipping charges may apply.

What forms of payment are accepted?

Once you click on Checkout, you will be asked to enter the shipping address. Then you will be sent to our secure payment page on PayPal where you can pay using any major credit card (Visa, Mastercard, American Express). You may also pay using your PayPal account.

How do you handle returns?

Please read our Terms and Policy. In it you will find information about returns and exchanges. It also contains information about warranty, customs, duties, taxes and other fees as well as privacy and security policies.

How long will it take for my order to ship?

Upon approval and verification of credit card information, orders will be processed for shipment. Inconsistent data and billing information may delay your order. Certain orders may require special processing due to limited quantities on particular items. On average, most items are shipped within 2 weeks. Orders shipped outside of Canada needs to go through customs and when customs clearance procedures are required, it can cause delays beyond our original delivery estimates. These dates are estimates only and Kooldog cannot be held responsible for additional delays due to manufacturing delays or shipping carriers.

Are your shipments insured against damage?

Yes. Every shipment is insured against damage and we request that you carefully inspect your merchandise upon receipt and notify us immediately if you notice ANY damage to your package. If you should discover a problem, bring it to the driver’s attention immediately. Visibly damaged packages should be refused. Please note, some damage may appear to be minimal on the box, however the inner contents of the package may be severely damaged. We advise you to open the boxes immediately to check the contents and then write a precise description of the damage BEFORE SIGNING. To successfully expedite any damage claim, you must keep the original packing material that the item(s) arrived in and print the words, "Damaged Upon Arrival" next to where you sign for the merchandise. Digital or traditional photographs can also be very helpful tools in assisting us to expedite a damage claim.