FAQ
Do you offer free shipping?
For shipping to Canada, we offer free shipping on orders over $60 CAD (before tax). For orders under $60 CAD, a flat shipping fee of $9.99 applies.
Please note that oversized orders may be subject to additional shipping charges. In such cases, a flat shipping fee of $50 CAD will apply.
For shipping to the United States, we offer free shipping on orders over $100 USD. For orders under $100 USD, a flat shipping fee of $15 USD applies.
Please note that oversized orders may be subject to additional shipping charges. In such cases, a flat shipping fee of $100 USD will apply.
*Please note that orders shipped to the United States may be subject to duties and import fees, which are the responsibility of the recipient.
What is your return policy?
We hope you love everything you order from Puppy Gallery, but we understand that sometimes things don’t work out.
Our products come in a variety of sizes, so we encourage you to refer to the size charts available under each product description.
If a product isn’t exactly what you had in mind, we’re happy to offer a refund within 30 days of purchase, as long as the product is unused.*
Please note:
- For returns, the shipping fee for orders under $60 CAD is non-refundable.
- For size exchanges or any situation that is not due to a faulty or incorrect item, customers are responsible for covering the shipping fee to send the item back to our warehouse. We will cover the shipping cost to send the exchanged item back to you.
*An unused product must be in its original packaging and remain unwashed and unused by your dog.
**Please note that our returns policy is subject to change without notice.
How do I make a return?
To start the returns process for Canadian orders, download our Canada Returns Form within 30 days of purchase and accept the returned item in the same condition in which it was shipped.
Please note, original shipping and handling charges are non-refundable unless the item is faulty.
**PLEASE DO NOT FILL CANADA RETURNS FORM FOR PURCHASES MADE IN FROM ANOTHER COUNTRY**
How about I receive a Faulty or Wrong Product?
If you have received an incorrect or a faulty item, please email our customer service team (hello@puppygallery.ca) along with your order number, description of what you have incorrectly received along with photos. A customer service team member will be in touch with you regarding the returns process.
*Please do not send any products back without contacting us.
How long will I get my refund back?
Puppy Gallery will refund the value of your item via the original form of payment within 14 days of receiving and accepting the returned item in the same condition in which it was shipped. Original shipping and handling charges are non-refundable unless the item is faulty.
Do you ship internationally?
For our Canada site, we currently ship across North America. For other regions, we recommend visiting their specific websites for more details.
Where do you ship?
For our Canada site, all the packages are shipped from Vancouver, BC.
How should I care for the product from Puppy Gallery?
- For best results, please hand-wash this item separately using a neutral detergent.
- Tumble dry is not recommended. Please reshape and air dry in the shade after washing.
- Minor manufacturing imperfections, including but not limited to loose threads, lint, stitching, or water-soluble marker marks, are inherent to the production process and do not constitute defects warranting a free exchange or return.
- Dark-colored fabrics may bleed and discolor other items if boiled or soaked for an extended period.
How does the fit work?
Each product includes a size chart. The numbers in parentheses indicate the maximum size when the fabric is fully stretched. Please consider your dog’s unique body shape and select a size that allows for comfortable movement. For the best fit, focus on your pet’s chest and back measurements rather than their weight or breed.