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POLICIES & FAQ



NOTICE: Due to the 2020 postal crisis this winter, packages must be missing for 6 weeks (from shipping date) before it's eligible for a refund. Thank you for your patience during this extraordinary situation.


RETURN/EXCHANGE POLICY

If you've received your item and found that it doesn't fit your needs, you may return or exchange items if they are:

  • In new condition, i.e. clean, no signs of wear, free of dirt, fur, and urine.
  • No odors (strong dog smell, smoke, fabric freshener, etc)
  • No streaks of slobber or saliva.
  • NOT machine washed or dry cleaned.
  • folded neatly -- for raincoats, please fasten velcro before shipping.
If your item adheres to these conditions, you can return/exchange! 
1.  DOWNLOAD PRINTABLE RETURN/EXCHANGE FORM. You must include this in your return package.

2. METHOD OF SHIPPING. If you can use the original packaging, great! Unfortunately, as a small business, we cannot offer totally-free returns. Customers are responsible for return/exchange shipping.
  • DISCOUNTED LABELS. To help you guys out, we're now offering discounted shipping labels with tracking included. Let us save you the trouble of going to the post office and paying full price. Get your label here.
  • PAYPAL PURCHASES. If you ordered your items via PayPal, they have a program that gives you free return shipping! You can request for return shipping to be reimbursed here: PAYPAL FREE RETURNS POLICY
  • TRACKING. It's always a good idea to make sure your return/exchange has tracking so you know it got to us safe & sound. If you purchase one of our discounted labels, you will automatically get a tracking number.

3. SHIPPING IT OUT. When shipping your item(s) back to us, please be sure that your packaging is nice and sealed and you have included your return/exchange form! 
Please send it to:
Dara Moss c/o Snorf Industries
PO Box 2061 
Silver Spring, MD 20915

 

☆ FOR EXCHANGES... Please allow around a week for processing exchanges.

  • Want a faster exchange? Okay. This is going to sound silly - but since we run out of inventory so quickly around here, we recommend just buying the new item you want if it's available. Then return the unwanted/unworn item for a full refund. This a) gets it out the door much faster and b) guarantees you'll get the item you want before we sell out. It is not our policy to hold inventory for exchanges - even if you tell us you're sending it. (Some people change their minds and then we get stuck with unsold inventory.)
  • Shipping your new item to you. We will cover standard US Domestic shipping for exchanges. However, if you need an item faster or need it to go out of the country, we will cover $5 of that shipping cost. Just let us know if you need something other than standard US shipping.
     

☆ FOR RETURNS: If the item is received in acceptable return condition, we will try to process your refund within one week of receiving the item. You will be refunded for the item, but not for the original shipping cost.

☆ BLACK FRIDAY SALE RESTOCKING FEES: All discounted items purchased during our 2020 Black Friday Sale (November 25th thru 29th, 2020, ending at midnight PST) and Our Last Big Holiday Sale (December 10th thru 15th, 2020, ending at midnight PST) are subject to a mandatory 15% restocking fee. 

👎 REJECTIONS. If an item is returned and does NOT adhere to the return/exchange criteria list at the top of the page, we reserve the right to reject the returned/exchanged item. Customers will then be given two options: receive a 50% refund or pay postage again to have item returned back to the customer.

 

 

SHIPPING ISSUES: WHAT IF I RECEIVED THE WRONG ITEM OR A DAMAGED ITEM?

If you have received an item that displays any manufacturing issues or if we accidentally sent you the wrong item, Snorf Industries will cover the cost of returning/exchanging the item.  Please contact us immediately for next steps at customerservice@snorfindustries.com.

 

INTERNATIONAL SHIPPING:

🌎  ARE THERE TAXES/DUTIES ON INTERNATIONAL ORDERS?

For most countries, yes. In fact, if you'd like to read about taxes/duties/fees in a specific country, see below for country-specific tax authorities websites:


🌎  CAN I AVOID THESE TAXES/DUTIES?

Not really - only orders shipped within the US can avoid this. So, if you have a choice of addresses you can ship to, we do recommend selecting a US address.

Also, since we "play by the rules," please know that we do not falsify the value of goods for customs. Also, most countries do not reduce duties/taxes for items marked as a "gift."

However, if you are sending a gift and want to pre-pay duties/taxes, we can help you do that! Just reach out to us at customerservice@snorfindustries.com before ordering.


🌎  MY TRACKING NUMBER SAYS MY PACKAGE WAS DELIVERED... OR THE TRACKING JUST STOPPED. WHERE IS MY PACKAGE?

International shipping varies by country. Here are some tips:

  • If your tracking says the item was delivered, but you don't have it: This probably means it was delivered to your local post office. They are likely holding it until you come in and pay duties on the item. We HIGHLY recommend walking into your local post office to retrieve the package. Some customers who have paid duties over the phone have had packages returned to us in the US. 

  • If your tracking suddenly stops tracking the package: some countries aren't good about tracking. It's possible that your package is at your local post office, being held until you come in and pay duties. Definitely try calling your local post office before you panic! 9 times out of 10, the package is there waiting for you. Also, shipping outside the US can take 2-4 weeks depending on which country it's traveling to. 

  • If you don't trust your country's postal system to reliably deliver your item: contact us about using FedEx. While it's more expensive, it's considerably more reliable for international deliveries. 

  • If your package is returned to the US: you have a couple options. The money on the original shipping is considered lost, unfortunately. Many times when packages are returned to us, it's because the address provided wasn't accurate or because a package sat at your local post office unclaimed for too long. If the item is returned to us, we can a) issue a refund for the order - but not shipping, or b) we can re-ship the item if you cover the cost of new shipping.  

 

WRONG MAILING ADDRESS: I ACCIDENTALLY GAVE YOU THE WRONG MAILING ADDRESS! NOW WHAT?

Unfortunately, there's not much we can do to redirect packages once they've shipped. It's not a feature available through the USPS. We recommend reaching out to the current tenants at that address to track down the package. We cannot replace orders that go missing to a wrong address. 

If the package is sent to a non-existent address, they are usually redirected back to us. We'll let you know when we receive it. If you would like it resent, we just ask that you pay for the new shipping cost. 

 

SNORF BREEDS: MY DOG ISN'T A FRENCHIE, PUG, ENGLISH BULLDOG, PIT BULL,  OR BOSTON TERRIER. WILL YOUR HOODIES FIT?

While the body of the hoodie might fit other dogs, many other breeds don't have the squat necks that these breeds tend to have. Our hoods are just long enough to cover the short necks of these breeds.

If your dog has short neck, then it may very well fit.
Feel free to email us if you'd like to check measurements: customerservice@snorfindustries.com.

If you're worried your dog's neck might be too long for our hoodies, see if one of our Bullovers and BatHats will fit! It will provide great coverage, look super adorable, and provide you with some fun mix-and-match options. 

 

PHOTO SUBMISSION: I LOVE ALL THE PICTURES YOU POST OF SNORF DOGS! HOW CAN I SUBMIT A PHOTO?

We LOVE getting photos of your babies in our gear! Please send photos to customerservice@snorfindustries.com. On Instagram, tag us on your photo. On Facebook. feel free to post to our page. These are the best ways to submit photos & videos to us!

 

RETAIL AVAILABILITY: CAN I FIND ANY OF YOUR PRODUCTS IN RETAIL STORES?

Not yet! We've had some requests for wholesale, but we're still working scaling production to meet the needs of retailers. If you own a retail business and would like to buy our products wholesale, we'd love to hear from you at customerservice@snorfindustries.com. 

 

 

Any other questions we haven't covered here?
Feel free to email us at customerservice@snorfindustries.com.