Shipping & Returns
Last updated: October 2026
Shipping
- Free standard shipping on every order to the United States, Canada, Australia, New Zealand and Singapore.
- Orders are processed within 1-3 business days.
- Delivery usually takes 7-15 business days after processing.
- You will receive a tracking number by email as soon as your order ships. Tracking can take a few days to show the first update.
- Items in one order may ship from different warehouses and arrive in separate packages.
- We currently ship only to the countries listed above. If we cannot deliver to your address, we will contact you and offer a full refund.
- Prices are in US dollars. PayPal shows the amount in your currency before you pay.
- If we cannot ship your order within the time stated above, we will email you with a new estimated date and you can choose to cancel for a full refund.
Duties and taxes
- United States: prices include all import duties. You will not be asked to pay any customs fees on delivery.
- Australia, New Zealand and Singapore: orders of this size normally arrive with no import duty or tax.
- Canada: Canadian customs may charge GST/HST and a carrier handling fee on delivery. These are not included in our prices.
Changes and cancellations
You can change or cancel your order free of charge within 12 hours of placing it. Email us with your order number. After 12 hours your order is already being prepared and can no longer be changed or cancelled, but you can return it under the policy below.
Returns
If something is not right, tell us on the report a problem page, or email info@dogtrekly.com with your order number. Please do not send items back without contacting us first.
Damaged, defective or wrong item
Report it within 7 days of delivery on the report a problem page, with a photo that shows the problem. If a photo cannot show it, we may ask for a short video. We will send a replacement or give you a full refund, and you do not need to send the item back. Claims without a photo, or made more than 7 days after delivery, may be declined, except where consumer law requires otherwise.
Wrong size
A size that does not fit is handled as a change of mind (see below). Please check the fit guide and the size chart on each product page before ordering. If you are not sure which size to choose, email us before you order and we will help.
Change of mind
You can return an item within 30 days of delivery if it is unused, clean and in its original packaging. Contact us first. Once we approve the return, we will email you the returns address. You pay the return shipping. When the item arrives back, we refund the product price. Shipping was free, so there is no shipping cost to refund.
Items that were used, washed or damaged by a pet cannot be returned for a change of mind.
Returns address: D3: confirmed returns address. We send it by email when we approve a return.
Lost or late orders
If your tracking has not updated for 15 business days, or your order has not arrived 30 business days after it shipped, report it here and we will reship or refund your order.
If tracking shows your parcel as delivered but you cannot find it, check with neighbors and your local post office first. We will help you file a claim with the carrier, but we cannot refund or reship a parcel that tracking shows as delivered.
Please check your shipping address at checkout. If a package is returned to us because the address was incomplete or incorrect, we can reship it to the corrected address.
Refunds
Approved refunds go back to your original PayPal payment. It can take 5-10 business days after approval for your bank or PayPal to show the refund.
If you have a problem with an order, please contact us before opening a PayPal or bank dispute. We usually solve issues faster that way.
Your consumer rights
Nothing in this policy limits your rights under the consumer laws of your country (for example the Australian Consumer Law or New Zealand's Consumer Guarantees Act).