Policies

RETURN POLICY

  • New, non clearance items can returned for the price paid within 30 days of receiving your order
  • Customers are responsible for the return shipping and original shipping will not be refunded
  • Merchandise must be unworn, unwashed and in the original condition with the tags on - if we receive items that are dirty or deemed unsellable / not in new condition we reserve the ability to not refund the item and buyer can have item(s) shipped back at their own expense
  • If you notice any defects or imperfections with your products please contact us within 30 days of receiving
  • All clearance items are final sale
  • To facilitate a return, please download our RETURN FORM and include with your items - if you do not have access to a printer, please just include the information request on the form on a piece of paper with your return
  • If you are within Chatham and would prefer to drop-off your returned item and avoid shipping costs, please email us

EXCHANGE POLICY

  • If you would like to exchange an item for a different size or colour please email us to arrange the exchange
  • You will be required to send the original item(s) back to us at your expense but we will cover the shipping on the new replacement item(s)
  • Refund for the original item(s) will be applied once received at our office
  • Same criteria for returns applies to exchanges regarding timelines and eligibility (see above) 

To ensure we can respond and help you in a timely manner, please send all return or exchange-related questions to customerservice@woolydoodle.com.


SHIPPING POLICY

Our standard order fulfilment times are as follows:

  • Non-peak times: 2-3 business days
  • High-peak times (within one week of launch): 7-10 business days

All shipping will be done through Canada Post and available shipping options for your purchase will be provided at checkout.


LOST, STOLEN OR DAMAGED SHIPMENTS

We do our best to pack your orders carefully and send them off to you safely, but sometimes things go awry. We offer the following two options for shipping insurance:

CANADA POST STANDARD INSURANCE

All orders shipped have insurance up to $100 liability insurance (through Canada Post) for lost or damaged packages. 

ROUTE PACKAGE PROTECTION

Additional insurance can be purchased through our partner Route by adding the feature to your cart at checkout. Adding Route insurance covers your full order value in the event your order is lost, stolen or damaged.  Click here to read Route's terms and conditions.

PLEASE NOTE: If you decline Route Package Protection and need to make a claim for a lost or damaged package, this process must be done through Canada Post. Wooly Doodle will reimburse up to $100 once Canada Post has confirmed the claim. Any order value over and above $100 will not be reimbursed and will be the responsibility of the customer. 


INCORRECT ADDRESSES

Please ensure the address you provide at checkout is correct. We ship to the address provided by the customer and are not responsible for non-delivered packages when an incorrect address has been provided.

If packages are returned to us as a result of an incorrect address customers can choose to pay to have their order resent to the correct address OR refunded less the amount of the return shipping as a result of the non-deliverable status (sorry but we get billed for this shipping!). 

 


LOCAL PICK-UP

Please note we have updated our local pick-up process to align with current COVID-19 restrictions. Our process is currently as follows:

  1. When your local pick-up order is ready to go, we will send you an email letting you know and asking you to book a pick-up time using the calendar tool
  2. When you arrive, please ensure you have your order number handy and call our showroom at 226-799-9335
  3. A member of our team will let you know know which bin your order will be in and will bring it out to you
  4. Please remain in your vehicle until your order has been placed in the bin and then go grab and enjoy!

Our address is:

5 Llewellyn Street
Chatham, ON N7M 0R6
(Come to the door on Llewellyn not on Fifth)

Contact us:
If you have any questions or concerns you can email us at customerservice@woolydoodle.com or call us at 226-799-9335


PRE-ORDER POLICY

We offer pre-orders on our products throughout the year. When purchasing a pre-order please note the following:

  • Full payment is due at time of completing your pre-order purchase (including shipping if required)
  • We offer a 30 day period in which you can cancel your pre-order for a full refund. If it is past the 30 day period, unfortunately we cannot cancel your order and your pre-order will ship as per the pre-order completion date
  • Please be careful when selecting the colour and size in your pre-order as we cannot guarantee any changes once the order has been confirmed
  • If for any reason we are not able to fulfill your pre-order you will be issued a full refund