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Your complete satisfaction is important to us!
You may contact Silky Dog Customer Service by email

Email: customersupport@silky.dog (please reference “Return” and your order# in subject area)

RETURN/EXCHANGE POLICY
You may return/exchange most items* within 30 days of receipt of your order for a full refund or exchange provided the items are in their original packaging and are in new and re-salable condition.

Between 30 and 90 days of receipt of your order you may return/exchange most items* and receive a Silky Dog Gift Card in the amount of the return provided the items are returned in their original packaging and are in new and re-salable condition.

Return shipping fees are refundable only in the event of the following:

Manufacturer’s defect
Items shipped in error
Damaged product shipped
Items damaged in shipping
If this is the case with the items you are returning, please contact Customer Service to request a return shipping label and a Return Authorization Number.

If items were damaged in shipping, Customer Service will take corrective action based on the extent of the damage. You will be required to retain all packaging so that a shipping claim can be processed. If merchandise is received damaged or defective, we request that you call Customer Service within 10 days of receipt as damaged shipping claims are time sensitive.

*Non-Returnable Items:

DVD’s
Books
Used or chewed toys unless they are being returned due to manufacturer’s defect
Flea and Tick Topical Treatments
Personalized items unless there was an error on our or the manufacturer’s part in how the item was personalized
Holiday items may not be returned after the holiday or season for which they were purchased
Items covered by Manufacturer’s Warranty** cannot be returned or exchanged after 30 days of receipt
**Manufacturer’s Warranty**

If you are not sure whether the product you wish to return/exchange as damaged or defective is covered by a manufacturer’s warranty please contact Customer Service and one of our Customer Service representatives will be able to advise you and instruct you as to the procedures you need to follow.

Drop Shipped Item Return

Drop Shipped items are designated as such on your packing slip.

A restock fee may apply to drop-shipped items. If you wish to return a drop-shipped item please contact Customer Service for specific information regarding processing of your return.

Return/Exchange Instructions:

In order to process your return/exchange, complete the Return Form provided on the back of your packing slip. If you do not have a copy of the Return Form you can download and print one by clicking here.
Enclose the Return Form along with the items you are returning.
Items returned should be shipped to the following address:

Eaco Adria d.o.o.
Radnicka cesta 27
10000 Zagreb

Please allow up to 3 weeks to process refunds or credits. Silky Dog is not responsible for returns damaged in transit or mis-delivered. Outbound shipping charges may apply to exchanges.

Helpful Hints for Returning Products:

Wrap Package securely, including packing materials for delicate items
Be sure to reference Customer Service – Return on the address label. This will assure that your return reaches Customer Service as soon as it arrives.
For your protection we recommend that you use UPS or Insured Parcel Post for shipment and save your shipping receipt and your tracking information until your return is processed.
Please contact our Customer Service department with any questions concerning our Return/Exchange Policy or the status of your return/exchange.

SHIPPING AND HANDLING
Standard Shipping Terms:

We ship by different shipping companies. When products are in stock, orders are sent out within two business day. Orders may take up to 7 to 10 business days to be delivered. Shipping charges will be automatically calculated based on the number of items and their weight in your order.

Shipping and handling charges are calculated based on the weight and destination of each order. The shipping and handling charges for your order will be reflected at checkout.

Handling Fee:

Handling Fees may be applied to some items that require special handling or items where we incur additional cost. Some items that are shipped Internationally may incur a handling charge due to increased risk or handling.

Flat Rate Shipping:

We may from time to time offer Flat Rate Shipping on certain light weight items and on certain heavy or bulky items.

Free Shipping:

We from time to time may offer free shipping on certain products or on orders exceeding a certain dollar value. We reserve the right to change these free shipping offers at anytime. Free shipping generally will be limited to the Contiguous US (excludes Hawaii, Alaska and Puerto Rico), Free Shipping may exclude orders with aerosols, heavy items, large items and orders over 50 pounds. We reserve the right to make all determinations impacting any Free Shipping offer.

International Shipping:

International shipping options and rates are shown during checkout. When you are in the checkout process, please select your country first from the drop-down menu on the address page, then complete the shipping information as directed. The system will automatically calculate the shipping cost for you.

Please Note: Import duties, taxes, and brokerage charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to buying. Customs fees are normally charged by the shipping company or collected at the time of delivery.

If a customer refuses to accept delivery of an order because of tax or duty issues, they will be responsible for all costs associated with the return of the order to Silky Dog Store. The costs can be significant and will be subtracted before any refund is made to the customer. The original cost of shipping to the customer will not be refunded.

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