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
  • Peak times (within one week of sales or launches): 5-7 business days

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

XpressPost shipping timeframe is 1 to 3 business days based on your location. 

Regular shipping timeframe is 2 to 7 business days based on your location.

Please note that if you choose letter mail, you will not receive any tracking information (and let's be honest - mail delivery isn't always 100% reliable). Pick-up is available within Chatham and will be coordinated by email following your purchase.

We currently offer FREE SHIPPING on orders $100 CAD and higher before tax and after discounts.

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!). 

INSURANCE / LOST PACKAGES

All shipping excluding lettermail comes with $100 insurance coverage through Canada Post. Wooly Doodle is not responsible for lost deliveries. However, if you do experience a lost package, please contact us and we can assist with creating a claim to recover the insurance on your package. If your purchase exceeds $100 in value and you'd like to purchase additional insurance, please contact us before purchasing.

LOCAL PICK-UP

We currently offer local pick-up at our Chatham Headquarters as follows:

Mon - Thur: 10:00 a.m. - 4:00 p.m.
55 Forest Street, Chatham, ON
Mon/Wed/Thur
9:30 a.m. - 4:30 p.m. 
Door C / Floor 2

When your local pick-up order is packed, you will receive an email letting you know. You will be required to reply and let us know when you'd like to pick-up so we can ensure it's in our pick-up bin for you.

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