Ordering and payments
How can I place an order?
Just Add to Cart the products you like and click on the Checkout button. If you are buying many products, click the Cart icon at the upper right corner of the page to start the checkout process.
Can I cancel my order?
Yes, please contact us as soon as you can with your order detail and explain why you would like to cancel your order. Please understand that orders that have already been shipped cannot be cancelled.
I placed an order but want to change it
Please contact us as soon as you can with your order detail and explain why you would like to cancel your order. Please understand that orders that have already been shipped cannot be cancelled.
What methods of payment do you accept?
All our prices are displayed in US Dollars. We accept PayPal and all major Credit Cards, Debit Cards (through PayPal).
Is my personal information safe?
What size should I get?
We have attached a size chart and/or details where applicable that you can refer to.
Our goal at Cool Dog is to offer you the best shipping option, no matter where you live. We deliver to customers across the world and ensure that we provide the very highest levels of responsiveness to you at all times.
The time frame for order delivery comes in two parts:
Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to our logistic centre for dispatch within 24 hours after the order is placed. Processing an order and arranging the shipping may take an additional 24-96 hours.
Shipping time: This is the time it takes for items to be shipped from our warehouse to the destination.
– US and Canadian orders are shipped by fast tracked Air Post. After processing and leaving the warehouse, items usually take between 7 and 20 days to arrive at their destination. On occasion this can take longer, butt here will be full tracking information available.
– International orders usually take around 10–38 business days to be delivered, this is due to customs clearance and other checks. For international shipping, fast air shipping is not always a viable option and therefore in some cases there may not be tracking information available.
We do guarantee the best level of assistance in case you have any question or issue with your shipping. Just contact us and we’ll get back to you within 24-48 hours.
Returns and refunds
How can I return an item?
Please contact us within 30 days after receiving your order with your order details and explain why you would like to return your order. We will review the return request and will send further instructions if the return is approved. All returns must be in original condition with packaging intact.
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
What happens if one of the products in my order is defective?
Please contact us within 7 days after receiving your order with your order details and any photos of the defect. We will solve your problem as soon as possible.
How long does the return process take and how will I receive my refund?
Processing returns may take several business days from the day we receive your return. Will email you confirmation on receipt of the return and also once the refund has been processed. You will be credited via your original payment method 7-10 days after your refund has been approved.