RETURNS & SHIPPING
We stand behind everything we make! If for any reason you decide that KoolSkinz is not the right solution for your dog, you may request a return within 30 calendar days, starting from the delivery date, for a full refund of your purchase price.
Please note: KoolSkinz only accepts returns for items purchased directly from the KoolSkinz website or direct vendor. If you purchased your KoolSkinz directly from our website or direct vendor, emailing us at firstname.lastname@example.org and include your order number. You can also call us at 619-454-3593, during our business hours: 8:00am – 5:00pm MST
To be eligible for a return, please make sure that:
- The product was purchased in the last 30 calendar days
- The product isn’t physically broken or damaged
- The product is in its original packaging
- You include all accessories, manuals and documentation included in the original packaging
- You include the receipt or proof of purchase
- You obtained a Return Merchandise Authorization (RMA) from us
Once we review your order history and confirm that you meet the eligibility requirements stated above, we will email you a return label that you can use to return and track your package. When we receive your package, a credit for the original purchase price of the product will be issued to your credit card within a week. In the event that we cannot process a credit card, a check will be mailed to you. If your return is due to product defect or shipping error, KoolSkinz will provide you a return label at no cost.
Custom Designs and Patterns:
Because personalized KoolSkinz are custom-made, we are unable to offer our money back guarantee, returns, or exchanges on these products.
If you purchased your KoolSkinz directly from our website or direct vendor: If you believe that you may need a different size KoolSkinz for your dog, we will be happy to exchange it. Please send it back with the pack sheet or order number and with a note stating the new size you’d like to:
KoolSkinz Customer Service
2715 Xavier St.
Denver, CO. 80212.
If you live in the United States, we will send you a prepaid label that covers shipping fees. If you live outside of the U.S., you are responsible for and must pre-pay all shipping charges to the address specified by us.
Customers are responsible for all customs fees, duties, VAT, import taxes, handling charges, gift wrap fees. These are not included in the cost of shipping or handling of your order.
You shall assume risk of loss or damage to the product while in transit to us.
The product ordered by you will be delivered to the address you provided during your order.
KoolSkinz is not responsible for delays caused by carriers.
Please note that an additional charge of $20 will be applied if you are exchanging a customized KoolSkinz. We donate returns and exchanges to rescue groups and shelters. The returned KoolSkinz will be put to good use!
KoolSkinz charges a flat rate of $11.95 for shipping within the United States. Shipping outside the United States is determined on a case by case basis and you will be contacted to acknowledge and accept the shipping charges before your order is mailed.
KoolSkinz accepts all major credit cards and direct payments through PayPal.
The KoolSkinz website has SSL security features to ensure your information is protected throughout your entire koolskinz.net shopping experience, including during checkout.
SIZING & KARE INSTRUCTIONS
NO EXPOSED HOOK FASTENERS: When properly sized and put on your dog, no sections of “hook fasteners” (the side of the fasteners that feel rough to the touch) should be exposed on the outside or against your dog’s fur. If you see exposed hook fasteners, please adjust to ensure that all fasteners are properly aligned.
NECK HOLE SHOULD FIT SNUG BUT COMFORTABLY AROUND NECK: Use the “two-finger” rule when checking your KoolSkinz for a proper fit (i.e. easily slide two fingers between the neck hole and your dog’s neck without pressure). The unique one piece design is intended to provide your dog with a secure, non-binding or pinching fit that allows KoolSkinz to stay in place and provide your dog with the most comfortable fit possible during active play.
|< 12 lbs