Shipping & Returns

ORDER PROCESSING AND SHIPPING POLICY

Orders are processed each weekday morning. Orders received by 11 a.m. Monday-Friday EST will be shipped within 24-48 hours. Orders received over the weekend are processed the next business day. 

All goods are shipped from Toronto, Ontario, Canada. There are no minimum orders for retail or wholesale customers; however, we do have a minimum shipping charge applicable on all orders under a certain total order value**. Purchaser is responsible for payment of any duties, taxes, VAT or additional charges.

In North America, delivery is by FedEx, Canada Post and USPS and usually takes between 3 to 10 business days, weather permitting. Delivery will be made only on weekdays. Please allow 1-2 extra days for delivery during the holiday season.

(Shipping options will be displayed at checkout)

For International delivery, please allow 5-15 business days. Purchaser is responsible for payment of any duties, taxes or additional charges other than actual shipping fees disclosed prior to shipping the order.

RETURNS

We can only accept returns if the order was placed directly from Muttluks Inc., not from one of our authorized dealers.

A return authorization number is not necessary. (A copy of your invoice is to be included with the package. If the invoice is not available, order number is to be marked on the package)

RETURN POLICY

Returns or exchanges are only accepted within 30 days of invoice for items in new, unused condition, free of pet hair, soil or odour. Please remove any dirt or hair from the product (including Velcro), and inside too (boots and coats, for example).

If any of these conditions are not met, a refund will not be issued. Shipping fees are non-refundable. Purchaser is responsible for all shipping fees for goods being returned or exchanged, including shipping fees for exchanged goods returned to purchaser. 

Please include a copy of your invoice and a note stating your instructions for the new requested size, colour and product or if you would like a refund instead.

To ensure proper sizing, please refer to the Muttluks sizing chart and video prior to purchase.

EXCHANGES

To exchange your item, please follow the return process above. As we do not retain credit card information, we’re not able to charge the difference for exchange orders and hence a new order must be placed online. If clear instructions are mentioned with the return package about the exchange required, a draft order will be sent to the email and payment is to be processed from the link for the exchange order.

RETURNING PRODUCT FROM OUTSIDE CANADA

Returns from outside Canada must clearly specify “no commercial value” and “return to manufacturer” on the outside of the package and/or customs paperwork. Muttluks Inc. is not responsible for shipping fees, customs, duties and/or taxes of any product return.

RETURN ADDRESS:

Muttluks Inc.
Unit 3, 2360 Midland Avenue, Toronto, ON Canada M1S 4A9
1-888-688-8585
muttluks@muttluks.com
30 DAY WINDOW
Returns must be made within 30 days of the invoice date. Items returned beyond that date may not be accepted, or may be charged a restocking fee, depending on the item.
REFUND TIMELINE
For returns, you can expect a refund up to the value of the product purchased in the same form of payment originally used for purchase within 5 to 12 business days from when we receive your return. (Due to the volume of returns and exchanges during the winter, it may take longer to process your return). You should see the credit on your next credit card or bank statement. We do not mail credit memos, but if you ordered online with your email address, an automatic notice is emailed to you. 

QUESTIONS?

Call us at 1-888-688-8585

OFFICE HOURS

9 a.m. to 5:00 p.m. Monday – Friday, Eastern Standard Time.

HOLIDAYS: We are closed on the following holidays (or closest weekday if the holiday falls on a Saturday or Sunday). Orders received will be processed on the next business day: New Year’s Day, Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving Day, Christmas Eve, Christmas Day, Boxing Day, and New Year’s Eve.

 **With the exception of Alaska, Hawaii, Territories in Canada and International orders that do not qualify for free shipping.