Terms & Policy

Your use of this Web Site is governed by these terms and conditions. Please review these terms and conditions. Your use of the Kooldog Web Site constitutes your agreement to follow these rules and to be bound by them. If you do not agree with any of these terms and conditions, do not use the Kooldog Web Site.

Returns & Exchanges

We want you to be happy with your new product! However, if you are unsatisfied with your purchase for any reason, we will be happy to process a return for you. Before returning an item, please contact us by email to obtain return instructions.

Items must be unused and unassembled, in their original condition, and in their original packaging, complete with all tags, instructions, and inserts. Unless otherwise specified by us, all returns must be shipped back using the same method it was shipped. We will provide you with detailed shipping instructions, including where to ship the items.

Please email contact@kooldog.ca to obtain return details.

The return must be post-marked within 14 days of receiving the item. You will be responsible for the round-trip shipping costs and 25% restocking fees on all returns and exchanges. If during the inspection process, it is discovered that significant parts are missing or damaged, those pieces will be itemized and possibly deducted from credit.

Please be aware that all furniture and accessories are highly susceptible to damage during transit. We take great care to pack shipments so that they will arrive safely. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you. If you are returning the item, please ship with a carrier that provides tracking numbers and request an insurance to ensure safe return. All items must be received in new condition to fully credit you for the return. Kooldog cannot accept collect deliveries (COD’s).

Credit card orders will receive refunds in the form of a credit to your credit card. Orders paid by check will receive a check. Once we receive your return, please allow 2 weeks for processing. You will be refunded the full purchase price, including tax, less shipping.

If an order is cancelled after the order has been shipped or processed, customers are responsible for round trip shipping charges even if Kooldog paid for the original shipment (ie. Free Shipping).

If you have received an item that has been damaged during shipment, please contact us immediately. Photos are often required and always suggested so that a claim may be made with the shipping company. Replacement parts are shipped immediately upon receipt of a damage claim with photo of the damaged part.

Be sure to inspect all packages for damage before signing for the package. If damage is visible, reject the shipment, be sure the driver notes the damage and contact us as soon as possible. We will file a damage claim with the shipper, pick up the damaged item or ship a replacement or replacement parts as soon as possible. If the item(s) sent was incorrect, or defective, please contact us by email immediately. Please do not send back these items prior to contacting us.

If you have received a damaged product that can be remedied with replacement parts and choose to return an item rather than accept replacement parts, you will be refunded the amount of your order less round-trip shipping charges. *Please note that 25% restocking fees apply to all products.

Customs, Duties, Taxes and other fees

Orders that are shipped to countries outside of Canada may be subject to import taxes, customs duties, customs brokerage fee and other fees levied by the destination country ("Import Fees").

The recipient of an international shipment may be subject to such Import Fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. 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 customs clearance.

Privacy & Security

Kooldog is committed to ensuring the privacy and security of our customers. We value your business and your trust. We will not share or sell your information (period). We continually review and invest in superior technology infrastructure to encrypt and guard your information.

Warranty

Kooldog warrants our products against defects in materials and workmanship when used normally for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser (Retain your dated sales receipt as proof of purchase).

This ONE (1) YEAR warranty does not apply: (a) to cosmetic damage, including but not limited to scratches and dents; (b) to damage caused by accidents, abuse, misuse, liquid contact, fire, earthquake or other external cause;(c) to a product that has been modified to alter functionality or capability without the written permission of Kooldog;(d) to defects caused by normal wear and tear or otherwise due to the normal aging of the product.

Product Disclaimer

Kooldog is not liable for any accidents, illnesses or injuries that occur from use of our products in any circumstances.

The purchaser or any user of our product understand and accept these terms and take full responsibility.