Return Policy

Briefly about returns

• Returns must always be notified in advance by email to info@traildog.fi within 14 days of receiving your order. You will receive further instructions by email on how to send the return package.
• When returning from Finland, the return shipping cost for small and normal-sized packages to our customer is €4.90. In exchange situations, the return package is free of charge* for the customer.
• When returning from outside mainland Finland, the return package 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 responsibility of the customer. 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) for example 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 the dog's fur during fitting.
• See instructions for sending the return package below.

Exchanges

• Exchanges are done by the customer placing a new order and then sending the return package. By doing this, you will receive the correct product quickly and ready to use. 
• We recommend that you first try on the new product 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 situation is considered a new order of a product in the same product 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 choice of exchange product/size, please contact us right away (preferably with a fitting photo) for example 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 sending the return notification.

General instructions for sending the return package:

• Include your name and preferably also 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 point until we have confirmed by email that your return has been processed. Without a customer return receipt, we cannot refund the return in case the shipment is lost.
• We will refund the 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 as the order was placed with. You will receive a confirmation email about the refund.
• The cost of the return package will be deducted from the refunded amount.

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

Updated 22.01.2026