Frequently asked questions
Shipping & Delivery
Where do you ship, and how long does it take?
We ship to the United States and Canada. Processing takes 1-3 business days. After shipping, estimated delivery is 8-15 business days to the US and 10-18 business days to Canada. Customs, weather and carrier delays can add time.
Will I pay duties or taxes at delivery?
See our Shipping Policy for current delivery charges and country-specific duties, taxes and fees.
How do I track my order?
We'll email a tracking link when your parcel ships. Orders may arrive in separate parcels, each with its own tracking number. Updates can take 2-5 business days to begin. Email us if tracking has not moved in 7 days. Get tracking help.
Returns & Refunds
What's your return policy?
If an item arrives damaged, defective or not what you ordered, email us within 30 days of delivery with a photo and we'll send a free replacement or a full refund. If you simply changed your mind, you have 30 days from delivery to either keep the item and get 40% back, or ship it back unused to our US returns address for a full refund of the item price (return shipping paid by you). See our full Return & Refund Policy for details.
What items can't be returned?
Personalized items (like custom-embroidered harnesses) and consumable items (like treats or grooming pads) can't be returned unless defective.
How do I start a return?
Message us through the chat bubble on the site or visit our Contact page with your order number and photos if the item is damaged.
Products
How do I choose a size or ask a product question?
Check the product description for sizing and use details. If you need help, contact us with the product name and your question.
Can I shop for a set?
Explore our Bundles & kits collection and check each listing for the items included.
Orders & Payment
How can I pay?
Available payment methods are shown at checkout.
Can I change or cancel my order?
Message us within a few hours of placing your order and we'll do our best to change or cancel it before it ships. Once an order has shipped, it can't be cancelled.
Still need help?
Email support@snoutie.com or use our contact form. Include your order number if you have one.