Return Policy

Returns in Brief

• You must always notify us in advance by email at info@traildog.fi within 14 days of receiving your order. You will receive further instructions by email on how to send the return package.
• For returns from Finland, the return shipping cost for small and normal-sized packages is €4.90 for our customer. In exchange situations, the return package is free of charge for the customer*.
• For returns from outside mainland Finland, the return shipping cost depends on the size of the package and the country. See the price list here.
• For large packages such as scooters and sleds, the actual return shipping cost is the customer's responsibility. Please contact our customer service at info@traildog.fi for detailed instructions and to agree on the return method before sending.
• If you are unsure about the suitability of a product and are considering an alternative model/size, please contact us right away (preferably with a fitting photo) by email at info@traildog.fi or WhatsApp message. We are happy to help!
• Returned products must be handed over to the post office within 14 days of notifying us of the exchange/return need.
• The product to be returned must be unused. You may try it on, but please ensure the product does not get dirty, for example from your dog's fur during fitting.
• See instructions for sending the return package below.

Exchanges

• Exchanges are done by placing a new order and then sending the return package. This way you will receive the correct product quickly and ready to use. 
• We recommend that you try on the new product first and only then send the return package, so you can include multiple products in the same return package if needed.
• *In exchange situations, the return package from Finland is free of charge for you (applies to one return package).
• An exchange is considered a new order of a product in the same category that the customer has made before sending the return package and whose products the customer keeps. The exchange order may also include other products. 
• If you are unsure about the exchange product/size choice, please contact us right away (preferably with a fitting photo) by email at info@traildog.fi or WhatsApp message. We are happy to help!

Sending the Return Package

You will receive carrier-specific return package instructions by email after submitting your return notification.

General instructions for sending the return package:

• Include your name and preferably the order number in the package.
• If you still have the original delivery note, you can mark the products being returned on it.
• If you use the original shipping box, remove or cover the original shipping label.
• Make sure to hand over the return package for shipping no later than 14 days after submitting the return notification.
• Keep the customer return receipt you receive from the drop-off location until we have confirmed by email that your return has been processed. Without a customer return receipt, we cannot refund the return if the shipment is lost.
• We will refund your money once the return has been processed at our warehouse, no later than within 14 days. The refund will be made using the same payment method used for the order. You will receive a confirmation email about the refund.
• The cost of the return package will be deducted from the refund amount.

Order Cancellation

If you want to cancel your order before it has been shipped to you, it is possible as long as your order status is open and it has not yet been processed at the warehouse. Cancellation is easy by replying to the order confirmation email you received. We will confirm once we have processed your request. If you have already received a shipping confirmation, please see the return instructions.

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This page is a summary. More comprehensive information about deliveries, exchanges, and returns can be found in our terms of service.
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Updated 22.01.2026