Frequently Asked Questions

Return & Exchange Policy

We understand you may want to change or refund your order after your purchase. At ICON DOGWEAR, we will gladly help you process any changes or refunds to your order within 1 hour of your order placement. Just give us a shout at service@icondogwear.com ----- Icon Dogwear will happily accept unworn, unwashed and unaltered merchandise in salable condition with original tags attached for a full refund. Please note that due to sanitary concerns, if the item is worn then refund and exchange will not be available.

All sale items cannot be returned. Shipping fees are not refundable. We must authorize all refunds prior to return. Please contact us by email at service@icondogwear.com to make a return authorization request within the 14 days of the order's delivery date. Additionally, returns should be shipped with a postal service providing a tracking number and insurance, as we are not responsible for delayed or lost packages. Any returns received that do not comply with the above may be denied at the discretion of Icon Dogwear. Your return must be received within 14 business days from the date you received your shipment.

United States Returns

Returns from the U.S. should be shipped via the United States Postal Service (USPS). Returns shipped with other services than USPS will incur brokerage fees, which may be deducted from your return at the discretion of Icon Dogwear. All returned items should be declared as a "Return of Canadian Merchandise" on the customs declaration form; returned packages that don't have this mention on their custom declaration may not be successfully delivered to our warehouse and may incur additional fees.

How to Process a Return:

  • Please email the Customer Care team at service@icondogwear.com to alert us that your return is on its way.
  • Please include your Order Number, Item(s) to Return and Reason for the Return in your email.
  • We will provide you the return address by email.
  • You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
  • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
  • Please hang on to your tracking number in the event you need to track your package.

International Returns

  • Once your return is received and inspected, we will promptly issue a refund for the items that you specify. We will send you an email to notify you that we have received your returned item. If approved, your refund will be processed and credited to the same credit card/payment method used to make the original purchase. Please allow 10 business days to ensure that your refund is credited.
  • Please email the Customer Care team at service@icondogwear to raise your refund request. 
  • In the email, please include your Order Number, Item(s) to Return and Reason for the Return in your email.
  • We will provide you the return address by email.
  • You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
  • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
  • Please hang on to your tracking number in the event you need to track your package. 
  • Once your return is received and inspected, we will promptly issue a refund for the items that you specify. We will send you an email to notify you that we have received your returned item. If approved, your refund will be processed and credited to the same credit card/payment method used to make the original purchase. Please allow 10 business days to ensure that your refund is credited.

SIZING

Dogs come in a variety of shapes and sizes. We're here to help you find the best size for your furry friend. Here are a few tips:

  • Each product page on our site has a distinct size guide so please ensure that you're looking at the appropriate chart.
  • Always measure before you buy. Measure twice, order once.
  • If you're still not sure, send us a note via the contact form or shoot an email to service@icondogwear.com. Please provide the specific item that you're interested in as well as the applicable measurements of your dog. Providing a picture never hurts.

COLLABORATIONS

I want my pet to become a brand ambassador for ICON DOGWEAR, how do I sign up?

To collaborate or become a brand ambassador for ICON DOGWEAR, you must meet the below criteria:

  1. You are 18 years old or over
  2. You have over 1K Instagram followers and your account must be public
  3. You are based in either UK, US, CA or Australia

Please email us with your Instagram account (public accounts only) handle and why you should become a Icon Ambassador. Due to the number of applications we have on a daily basis, we may not reply to every application. Thank you for your understanding!

 

PAYMENT

Why am I charged differently from the amount stated on the website? 

    • We charge all payments in US Dollars. Your local bank will convert the US currency into local currency, therefore, you will see a different amount as stated on the website / order confirmation email.

      When will I receive my refund after I return the items? 

      • We will issue refund as soon as confirm that the item you return is in re-salable condition. Please note that your local bank may take up to 10 business days to process the refund back into your account. You will receive a notification via email as soon as we issue the refund.

      DELIVERY

      How long should I wait for my package to be delivered?

      • All orders will go take up to 3 business days to be processed before shipping, and mix size orders may take up to 5 business days. The delivery times vary from country to country, please refer to our Shipping & Delivery page for more information. ICON DOGWEAR does not have control over the shipping times and this is for general reference only.

      My items do not fit, how can I exchange or refund them? 

      • We accept refunds and exchanges within 14 day of product delivery. ICON DOGWEAR does not cover the return shipping cost. For more information, please refer to our Return Policy page.

      My country is not in your drop down country list, can I still order from your site? 

      • We are happy to send Products to other countries not listed on our website, please reach out to us at admin@icondogwear.com and our Customer Care Team will be happy to help process your special delivery.

      Do you offer express shipping?

      • At the moment, we do not offer express shipping.