Policies and Disclaimers
We aim to ship between 1-3 business days. We use NZ courier companies through mysweetspot.com. All of our items are tracked. If for any reason, there is a delay in our processing time, we will let you know within 24 hours of your order.
In order for a product to be eligible for an exchange, it must be unused and returned in the same condition as you received it.
We require proof of purchase to complete your exchange.
Price differences are required to be paid for before your new size is shipped to you. So please make sure you measure your pets correctly in the first place.
Shipping: You will be responsible for shipping costs and shipping the exchanged item back to CoolCollars in Lyttelton, Christchurch.
In order for a product to be eligible for a return, it must be unused and returned in the same condition as you received it.
We require proof of purchase to complete your return.
Shipping Returns: You will be responsible for shipping costs and shipping the item back to CoolCollars in Lyttelton, Christchurch.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
CoolCollars do not accept responsibility for any accident or injury that occurs to your pet while wearing a CoolCollar. It is the owner and veterinarian's responsibility to ensure that the CoolCollar is fitted correctly (not too tight and not too loose) and to supervise their pet, especially in the first few hours of wearing a CoolCollar to check how they are adjusting to wearing the collar.
CoolCollars does not accept responsibility if your pet pulls off the collar and manages to access their wound. We do not create the collar to be so tight around the neck that it cannot be pulled off, as we do not want the pet to feel uncomfortable or to choke, so pulling it off, or kicking it off is a possibility for some individuals.
CoolCollars does not accept responsibility if your pet bends the collar and accesses the area of their body that you didn't want them to access. We made the collar soft and flexible to be comfortable.
CoolCollars does not accept responsibility if your pet is super flexible or has long legs or long snout which is able to reach around the shield to access the area that you do not want them to access. We make the size for the majority of pets, but are unable to customise for every single individual.