Frequently Asked Questions

Got Q’s?  We got A’s.

Ordering

We accept all major credit cards like Visa, Mastercard and Discover

We got you here! Download and print our recyclable size guide to find your size here. If you have any questions don’t hesitate to give us an email at [email protected]

Get in touch! Drop us an e-mail at [email protected]

We’re more than happy to answer any questions on our pieces, your order, shipping, styling and how we feel about puppies.

We can make changes to your order as long as it hasn’t been processed or shipped out. Depending on when you order, some orders may be processed quicker than others so email us with any changes as soon as you can. All order changes can be sent to [email protected] – please make sure to include your order number and change so we can make the change right away.

We believe in giving our team that weekend brunch time so our packing team works Monday to Friday from 9-5 meaning we don’t process any orders during the weekend and holidays. Any orders placed then will be processed the following business day.

We know missing out sucks so we work super hard to bring back your favourites. Since we craft all our pieces in small batches they tend to go quite quickly so make sure to sign up for the waitlist so we can keep your spot!

We’re big on sharing so we want to reward you for it. Give a friend $10 off $80 and when they buy using your link, you get a free piece – easy as that. Your code for a free piece will be sent 30 days after they purchase to the email you signed up with so make sure it’s one you check frequently! To get started, click here

What payment methods does Finley accept?

We accept all major credit cards like Visa, Mastercard and Discover

How do I find my ring size?​

We got you here! Download and print our recyclable size guide to find your size here. If you have any Q’s don’t hesitate to give us an email at [email protected]

I have a question about my order, what should I do?

Get in touch! Drop us an e-mail at [email protected]

We’re more than happy to answer any questions on our pieces, your order, shipping, styling and how we feel about puppies.

Can I update my delivery address?

We process orders pretty quickly so don’t wait on contacting us if you want to change anything.
If your order has not been processed we can most definitely change your delivery address. If your order has already been shipped, we are unable to change the address so don’t wait on emailing us if you need a change. Email us at [email protected] with your order number and the new address and we’ll do our best to make it happen

Can I update or cancel my order?

We can make changes to your order as long as it hasn’t been processed or shipped out. Depending on when you order, some orders may be processed quicker than others so email us with any changes as soon as you can. All order changes can be sent to [email protected] – please make sure to include your order number and change so we can make the change right away.

Are orders processed on weekends?

We believe in giving our team that weekend brunch time so our packing team works Monday to Friday from 9-5 meaning we don’t process any orders during the weekend and holidays. Any orders placed then will be processed the following business day.

When do your sold out pieces come back?

We know missing out sucks so we work super hard to bring back your favourites. Since we craft all our pieces in small batches they tend to go quite quickly so make sure to sign up for the waitlist so we can keep your spot!

How can I get a free piece?

We’re big on sharing so we want to reward you for it. Give a friend $10 off $80 and when they buy using your link, you get a free piece – easy as that. Your code for a free piece will be sent 30 days after they purchase to the email you signed up with so make sure it’s one you check frequently! To get started, click here

Shipping

We do our best to process your order as soon as it comes in. Your order usually takes about 2-3 business days to process and then it’s shipped out. We do not process orders on the weekends.

Our items have different statuses on them depending on if its a made to order piece, in stock or sold out. Here’s the tl:dr

If it’s in stock: we got it and it’s ready for you! This item will be processed normally and shipped out in 2-3 business days

If it’s a made to order piece: this will take some time. We craft these one at a time and specifically for you, once you place the order. This status has the ship date on it so there are no surprises.

If it’s sold out: we’re working hard to restock! – if you love the piece, add yourself to the waitlist so we can keep your spot for when it comes out. All our pieces are crafted in limited quantities and we make sure those on the waitlist have early access so don’t forget to sign up!

Our shipping times depend on the item you’re ordering and where it’s going to. We currently only ship to Canada and the US.

For Canadian orders: We ship from Toronto with Canada Post so depending on where you are it could take 3 to 5 business days to arrive in most major cities in Canada.

For the US: We ship with USPS. Depending on where you are, this could take between 3-7 business days.

We’re working hard to make this happen! Right now we just ship to Canada and the US.

Once they’ve been shipped, we’ll send you an email with a general timeline for delivery and a tracking number so you can stalk exactly where it is until it gets to your doorstep so please make sure to mark our emails as safe so they don’t skip your inbox.  If you have any questions about your order, please don’t hesitate to reach out to us at [email protected]. Please note, we can’t offer reimbursements or refunds for lost or stolen packages once it’s been marked delivered by the delivery service.

Step 1: Don’t panic. We’re here to help. If your package gets lost in transit reach out to us. What we’ll do is reach out to our shipping carrier to see if they can help locate the package. This usually involves opening up a case to investigate what as happened. Note, we cannot be held responsible for lost or stolen items once proof of delivery has been confirmed with the carrier.

We don’t cover duties or taxes for any non-Canadian order. These are usually determined by the customs agency once the package arrives at the destination country depending on the tax-free limit (if any) within the country. These may be collected at the time of delivery in order for the package to be released.

For Canadian orders, they will not incur duties but at the time of checkout, the taxes per your province will apply.

If you refuse your package at the door because of duties or any other reason it’ll make its way back to us however you’ll be responsible for any return shipping charges to us. This will vary depending on which state, province or country you’re from so do keep this in mind. If you’d like to cancel your order or if you changed your mind, do let us know as soon as you can so we can do our best to make adjustments.

 

How long before my order ships out?

We do our best to process your order as soon as it comes in. Your order usually takes about 2-3 business days to process and then it’s shipped out. We do not process orders on the weekends.

Our items have different statuses on them depending on if its a made to order piece, in stock or sold out. Here’s the tl:dr

If it’s in stock: we got it and it’s ready for you! This item will be processed normally and shipped out in 2-3 business days

If it’s a made to order piece: this will take some time. We craft these one at a time and specifically for you, once you place the order. This status has the ship date on it so there are no surprises.

If it’s sold out: we’re working hard to restock! – if you love the piece, add yourself to the waitlist so we can keep your spot for when it comes out. All our pieces are crafted in limited quantities and we make sure those on the waitlist have early access so don’t forget to sign up!

How long does shipping take?

Our shipping times depend on the item you’re ordering and where it’s going to. We currently only ship to Canada and the US.

For Canadian orders: We ship from Toronto with Canada Post so depending on where you are it could take 3 to 5 business days to arrive in most major cities in Canada.

For the US: We ship with USPS. Depending on where you are, this could take between 3-7 business days.

Does Finley ship internationally?

We’re working hard to make this happen! Right now we just ship to Canada and the US.

Where is my order?

Once they’ve been shipped, we’ll send you an email with a general timeline for delivery and a tracking number so you can stalk exactly where it is until it gets to your doorstep.

If you have any questions about your order, please don’t hesitate to reach out to us at [email protected].

Please note, we can’t offer reimbursements or refunds for lost or stolen packages once it’s been marked delivered by the delivery service.

I think my package is lost?

Step 1: Don’t panic. We’re here to help. If your package gets lost in transit reach out to us. What we’ll do is reach out to our shipping carrier to see if they can help locate the package. This usually involves opening up a case to investigate what as happened. Note, we cannot be held responsible for lost or stolen items once proof of delivery has been confirmed with the carrier.

How do duties and taxes work?

We don’t cover duties or taxes for any non-Canadian order. These are usually determined by the customs agency once the package arrives at the destination country depending on the tax-free limit (if any) within the country. These may be collected at the time of delivery in order for the package to be released.

For Canadian orders, they will not incur duties but at the time of checkout, the taxes per your province will apply.

What happens if I refuse my package when it arrives?

If you refuse your package at the door because of duties or any other reason it’ll make its way back to us however you’ll be responsible for any return shipping charges to us. This will vary depending on which state, province or country you’re from so do keep this in mind. If you’d like to cancel your order or if you changed your mind, do let us know as soon as you can so we can do our best to make adjustments.

Returns + Exchanges

Returns are accepted for any unworn and undamaged pieces for up to 30 days from the day of purchase. The only exception to this are our ‘Made to Order’ items as they are made specifically for you and any Sale items as those are final sale. Please make sure to return all items in its original packaging and have not been worn as refunds may not be granted if the item does not meet this.

We do our best to bring the best quality pieces to you and if your piece doesn’t live up to your expectations and is damaged due to a material or manufacturing error we’ll make it right. We’ll work with you to either replace it or find another solution that works for you. All replacements are at the discretion of our team.

We offer free returns for any orders within Canada and the US. Keep in mind, that any shipping charges incurred in any order will not be refunded.

For Canadian returns, start your return here: Canada Returns

For US returns, start your returns by emailing us with your order number and items you’d like to return at [email protected]

At this time, we only accept returns. You can return the item for a refund or a store credit and place a new order what the piece you’re looking for!

From beginning to end, it’ll take about 7-14 days for your refund to get to you. Our returns team is located in Toronto so depending on where you are, it could take about 5-10 days for your return to arrive at our offices. Once it arrives, our team will process it, you’ll get a confirmation in your inbox and bam – your refund is processed.

If you haven’t received a refund yet, first check your bank account and contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Absolutely! If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will be notified about your return.

We accept returns from all countries we ship to aka US and Canada

What’s your return policy?

Returns are accepted for any unworn and undamaged pieces for up to 30 days from the day of purchase. The only exception to this are our ‘Made to Order’ items as they are made specifically for you and any Sale items as those are final sale. Please make sure to return all items in its original packaging and have not been worn as refunds may not be granted if the item does not meet this.

We do our best to bring the best quality pieces to you and if your piece doesn’t live up to your expectations and is damaged due to a material or manufacturing error we’ll make it right. We’ll work with you to either replace it or find another solution that works for you. All replacements are at the discretion of our team.

Are returns free?

We offer free returns for any orders within Canada and the US. Keep in mind, that any shipping charges incurred in any order will not be refunded.

How can I start my return?

For Canadian returns, start your return here: Canadian Returns

For US returns, start your returns by emailing us with your order number and items you’d like to return at [email protected]

How do exchanges work?

At this time, we only accept returns. You can return the item for a refund or a store credit and place a new order what the piece you’re looking for!

When does my refund get processed?

From beginning to end, it’ll take about 7-14 days for your refund to get to you. Our returns team is located in Toronto so depending on where you are, it could take about 5-10 days for your return to arrive at our offices. Once it arrives, our team will process it, you’ll get a confirmation in your inbox and bam – your refund is processed.

I don’t see my refund?

If you haven’t received a refund yet, first check your bank account and contact your credit card company, it may take some time before your refund is officially posted.


If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Can I return a gift I’ve received?

Absolutely! If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Do you accept international returns?

We accept returns from all countries we ship to aka US and Canada.
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