Ordering, Shipping & Returns

ORDERING

When will my order ship?

For allin-stock items, please allow 5-10 business days for your order to be processed and packed - this does not include shipping times. If there is any issue with your order, we will reach out to you via the email listed on your order in a timely manner. You will receive a shipping confirmation with a tracking number once your order has been packed and shipped out with the respective carrier.

What payment methods do you accept?

We currently accept the following:

MasterCard, Visa, American Express, gift cards, Apple Pay, Google Pay

Your card is charged at the time of order confirmation.

What currency are the prices listed in?

Our prices are listed in Canadian dollars (CAD). However, we do have a currency converter that will automatically change the currency listed depending on your location.  PLEASE CHECK THE CURRENCY YOU ARE ORDERING IN

What taxes are charged on my order?

Items purchased on gooddogmanners.com are subject to GST and PST (or HST) for orders destined to Canadian addresses where applicable.  International orders are not subject to taxes.

Do I have to pay customs fees?

Shipments outside of CANADA & USA  may incur customs fees, depending on destination country. The fee may vary depending on your order value, country limits, and other factors, this fee is your responsibility. 

Do you offer price adjustments?

If you’ve purchased an item that is now marked down - we will offer a one time price adjustment within 3 days of your order date. Please please email us through our contact page with your order number and the item you are inquiring about.

Can I cancel my order?

Unfortunately, once an order has been placed and an order confirmation has been sent, we cannot cancel your order.

Can I change my order?

If you need to make a change to your order such as a size change, colour change or an address change, please let us know within 30 minutes of the order confirmation time. We can’t guarantee that this change will be made but we will try our best.

We cannot add items onto your order - a subsequent order will need to be placed.

SHIPPING

Where do you ship to?

We ship worldwide :)

I paid for XpressPost, FedEx or DHL shipping and I still haven't received my order.

Orders that have items that are marked as "ships in 5-10 business days" means our team is working hard to ensure you receive nothing but the best and you will receive a tracking number in 5-10 business days.
Your order will be shipped with XpressPost, FedEx or DHL and once shipped, you will receive a shipping confirmation email with the tracking number. Please allow 24 hours for your tracking number to begin working.

What carriers are used to ship my order?

We use several carriers to ship orders. Our standard Canadian shipments will ship with Canada Post expedited shipping and our standard International shipments will ship with Ascendia.

Need your shipment sooner? For Canadian orders we offer Canada Post Xpress shipping and FedEx and for International orders offer DHL at an additional cost.

Why was my order partially shipped?

Your order may be shipped multiple parts for the reason that we may fulfill orders from multiple locations. You will receive shipping confirmations for the items shipped every time a new label has been created.

My package got returned back - now what?

If your product is returned back to us due to an insufficient shipping address, the items in your order will be put back into inventory.

Our team will issue you store credit for the value of your items so you can repurchase the items.

Can I change my shipping address?

If you need to make an address change, please email us through our contact page within 30 minutes of the order being placed. We will try our best to change the shipping address but we can’t make any guarantees. However, once a label has been generated - we cannot change the shipping address.

Please double check the shipping address and confirm any unit/apartment numbers before completing the order.

What happens if my package is lost?

Please note that we are not responsible for any lost or missing packages but if you believe your package is lost, please email us through our contact page and we will launch an investigation with the respective carrier.

Are there any customs or duties for international orders?

Brooklin Kennel Inc. is not responsible for any customs or duties on international orders levied by your country on imported goods. The prices reflected on gooddogmanners.com do not include or reflect customs and duties.

How long does it take for my package to arrive?

Within Canada: 2-13 business days
USA: 3-15 business days
International: 4-22 business days

My tracking shows that it was delivered but I didn’t get my package?

If the shipping address is to a building, Canada Post may either deliver the package to a security guard or concierge desk or if you have a parcel locker in the mail room, it may be left here.

Community Mailbox: If you typically receive mail at a community mailbox, you’ll most likely receive a key in your mailbox to a larger parcel locker.

My package was returned to sender - what happens now?

If your package gets sent back to our warehouse due to an incomplete or incorrect address, our team will contact you to confirm your correct address before shipping it out again.
Customers will be subject to paying additional shipping charges for the re-shipment of their package.

Please double check the shipping address and confirm any unit/apartment numbers before completing the order

RETURNS & EXCHANGES

What is your return or exchange policy

My shirt doesn't fit how I like. Can I return it?

Due to the production method we use for all of our products, we cannot accept returns. Please be sure to refer to our sizing charts to get the best possible fit.   

I received my order but there is a defect - what can I do?

If you’ve received an item that was defective - please email us through our contact page within 14 days of receiving your order and we’ll be able to help you out there. Please be sure to include images of the defect and a brief description.

Please note that washing the item(s) will void the return policy and we will no longer be able to accept the item as a return.

I received my order but I didn’t get the right items - what can I do?

If there was a mixup in your order, please email us through our contact page right away and we will look into this for you.

One or more of my items appear to be damaged - what can I do?

For any manufacturing defects inquiries, please email us through our contact page within 14 days of carrier delivery date and our team will be more than happy to assist.