Our promise: If your dog doesn't love it, or if anything goes wrong with your order, we'll make it right. No forms, no fuss, no questions asked. Email us at hello@greysnout.co and we'll sort it.

 

1. Shipping

1.1  Delivery times

We currently ship internationally. All orders are fulfilled through our warehouse partner and dispatched within 1–3 business days of purchase.

 

Shipping method	Estimated delivery	Cost
Standard	7–14 business days	Free on orders $35+
Standard (under $35)	7–14 business days	$4.99 flat rate

 

Delivery times are estimates, not guarantees. Occasional delays may occur due to customs processing, carrier capacity, or weather events. If your order hasn't arrived within 20 business days, please contact us and we'll investigate immediately.

1.2  Order processing

Orders placed before 12pm EST on business days (Monday–Friday, excluding US public holidays) are typically processed the same day. Orders placed after 12pm or on weekends are processed the next business day.

Once your order is dispatched, you'll receive an automated email with your tracking number. It can take 24–48 hours for tracking information to update in the carrier's system — this is normal.

1.3  Tracking your order

•        A tracking link is emailed to you automatically when your order ships.

•        You can also track your order at https://greysnoutco.com/apps/trackingmore or by emailing hello@greysnout.co with your order number.

•        If your tracking shows "delivered" but you haven't received your package, please check with neighbours and your building's mail area first, then contact us within 5 days.

1.4  Shipping address

Please double-check your shipping address at checkout. We are unable to redirect packages once they have been dispatched. If you notice an error immediately after placing your order, email hello@greysnout.co as quickly as possible — we can often correct it before dispatch.

Grey Snout Co. is not responsible for packages delivered to an incorrect address provided at checkout.

1.5  Lost or stolen packages

If your package is lost in transit (tracking shows no movement for more than 7 business days), we will either reship your order at no cost or issue a full refund — your choice. Please contact us at hello@greysnout.co.

If your tracking shows "delivered" but the package is missing, we recommend contacting the carrier directly first. If the issue is unresolved within 3 business days, contact us and we'll work to make it right.

1.6  Damaged items on arrival

If your order arrives damaged, please email us at hello@greysnout.co within 7 days of delivery with:

•        Your order number

•        A photo of the damaged item

•        A photo of the packaging

We will send a replacement at no charge, or issue a full refund — whichever you prefer. You do not need to return the damaged item.

2. Returns & Refunds

2.1  Our 30-day satisfaction guarantee

We built this policy because we believe in our products — and because we know every dog is different. Some senior dogs take time to adjust to new items. If it doesn't work for your dog, that's what matters to us, and we'd rather refund you than lose your trust.

2.2  What's covered

•        Product doesn't suit your dog's needs or mobility level

•        Your dog refuses to use the product

•        Product quality doesn't meet your expectations

•        You received the wrong item

•        Item arrived damaged or defective

•        You changed your mind (within 30 days of delivery)

2.3  How to request a return or refund

It's simple. Email us at hello@greysnout.co with:

•        Your name and order number

•        The item(s) you'd like to return or refund

•        A brief reason (optional — helps us improve, but not required)

We'll reply within 1 business day with confirmation of your refund. No return shipping is required for most refunds.

2.4  Refund processing

Refund method

Original payment method (credit/debit card, PayPal, Shop Pay)

 

Processing time

3–10 business days after refund is approved

 

Who pays return shipping

Grey Snout Co. — we cover return shipping if the item needs to come back

 

Refunds are issued to your original payment method. Processing times depend on your bank or card provider — most refunds appear within 5–7 business days, though some banks take up to 10.

If you paid by Shop Pay Instalments, your future payments will be cancelled and any payments already made will be refunded.

2.5  Exchanges

If you'd like to exchange a product for a different size or colour, email us at hello@greysnout.co. We'll process a refund for your original item and you can place a new order for the replacement — this is the fastest way to get the right item to you.

2.6  Items not eligible for return

The following cannot be returned or refunded:

•        Items purchased more than 30 days ago (contact us anyway — we'll try to help)

•        Gift cards

•        Items that have been deliberately damaged or misused

If you're unsure whether your situation is covered, email us. We'd rather talk it through than leave you stuck.

3. Order Cancellations

We begin processing orders quickly — often within a few hours of placement. If you need to cancel, please email hello@greysnout.co as soon as possible after ordering.

 

Within 2 hours of ordering

We can usually cancel before dispatch — full refund issued immediately

 

After 2 hours

If already dispatched, we cannot cancel — but our 30-day return policy applies once it arrives

 

If your order cannot be cancelled before dispatch, simply refuse delivery or return it when it arrives using our standard returns process.

4. Bundles & Gift Orders

4.1  Bundle returns

If you purchased the Senior Starter Kit (or any bundle), individual items within the bundle can be returned following our standard 30-day policy. You do not need to return the entire bundle — just the item(s) you're not happy with. A partial refund will be issued for the returned item(s) at their bundle value.

4.2  Gift orders

If you received a Grey Snout Co. product as a gift and would like to return or exchange it, please email hello@greysnout.co with the order number (if you have it) or the name of the person who purchased it. We'll do our best to help.

Refunds for gift orders are issued to the original purchaser's payment method.

5. Contact Us

For any questions about shipping, returns, or your order:

 

Email

hello@greysnout.co

 

Response time

Within 24 hours on business days (Mon–Fri, EST)

 

Instagram

@greysnoutco — we read every DM

 

Website

greysnoutco.com/contact

 

We're a small team and we genuinely care about every order. If something isn't right, please tell us — we will always try to make it right.