FAQ

Shipping & Orders

Where do you ship to?

We ship Worldwide to any location accessible by major carriers. 

Do you ship to PO Boxes?

Yes we do.

How much does shipping cost?

International: Flat rate of $18 CAD. We do not offer free international shipping at this stage.

How much is the customs and duties?

We are not responsible for any customs and duties. Please check with your countries' importing policies.

When will I receive my order?

We aim to dispatch your order as soon as we can, but all our clothing are handmade and depending on the volume of orders, it can take up to 12 days production time - if you are in a rush, you can purchase our 'expedite your order' service with a guaranteed 3 days processing time.

Depending on where your location is, most Canadian, US and European orders arrive within a week after we dispatch the item. For other international countries, it takes roughly 3 - 5 weeks.

I made a mistake, can I change or cancel my order?

How can I change my shipping address?

Please contact us at hello@dearcooper.store as soon as you noticed the change, we cannot change the shipping address if the order has been dispatched.

Do you have tracking?

All our shipments come with a tracking number unless indicated as an option at checkout - customers who choose delivery without tracking will not be provided a tracking number.

The shipping status said the item is being delivered but I did not receive my product?

Please contact the shipping provider provided alongside the tracking number to ask for a proof of delivery. If they cannot provide proof of delivery, please forward us the email and we can follow up to initiate a claim.

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Returns & Exchanges

What's your refund / exchange policy?

 We have a 14-day refund / exchange policy for all products except:

• custom made products (including name embroidery, 'create your own' items, or size adjustments)
• final sale items
• seasonal items
• gift cards 
• expediting requests

All items must be in the original condition as you received it. It (they) should be unworn (ok to try on at home), unused, with tags and in its original packaging. 

Please note that customer is responsible for all applicable postage fees for returns / exchanges, any insufficient addresses or packages returned to sender. 

Due to the handmade nature of our products, a small deviation of 3/4" is considered acceptable and is not defective. Therefore we ask that you measure your dog carefully with some fingers room to make sure the clothing won't get too tight.

My product is damaged, I need a refund or exchange.

Please inspect your product immediately upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will aim to resolve this issue within 48 hours.

How do I make a return or exchange request?

To initiate a refund / exchange

Please email us at hello@dearcooper.store with the subject line: Refund (or Exchange) and your order number.

In the context of the email, please let us know the reason for returning your product. 

For US customers: once we receive your email, we will issue a return label. Please stick your label on the package and drop off at any USPS (NOT UPS) location near you. We will issue a refund (minus return label cost of $10 CAD and the initial postage) to your original payment method once the package arrives at our carrier's depot in the US. If you want to exchange an item, please place another order on the website. 

For Canadian customers: we will notify you the address to ship back your product(s). Customers are responsible for return postage. Once we receive your package, we will issue a refund (minus postage cost) to your original payment method. 

If you want to exchange an item, please place another order on the website. 

For International customers: we will notify you the address to ship back your products. Customers are responsible for return postage and any customs or duties that may apply when returning the products.

If you want to exchange an item, please place another order on the website. 

NOTE: We are not responsible for any customs and duties. Refunds will not be issued for packages refused upon delivery due to customs and duties incurred in your country. 

DISCLAIMER

You should always supervise your dog while they wear/use our products. Despite we are very careful in choosing the materials when making our products, there is still a potential for breakage when products are not being handled with care.

Some dogs do not like to wear clothes and they have the tendency to 'wiggle' out of their clothing and chew them. Please understand that we cannot be responsible if this happened.

By purchasing from dear cooper, you acknowledge full responsibility and agree with the terms presented in this disclaimer. dear cooper assumes no liability for medical issues, injury or death resulting from product misuse.