Chewnel Matrix Monogram Jacket

1) Simply measure your dog or cat in three areas- the chest, neck and length.

• Chest- Measure the widest point of the chest and measure it all the way around.
• Length- Measure the length from the base of the neck to the base of the tail.
• Neck- Measure around the neck, specifically important for dog collars.

2) Refer to the size chart provided on each product pages and select the best fitting size. Please refer to the Size Guide or Contact Us if you need any further help.

*Always prioritize the chest measurement when selecting a size as this area determines whether if a dog coat fits

*Tip: do not measure too tight and always allow a little growing space for your dog to save some money in the pocket too.

Order Processing and Delivery Schedule

Once you place an order on our website, our team begins processing it promptly. Orders are handled and shipped according to the schedule outlined below to ensure timely delivery.

Order Cut-off Time

• Order Cut-off Time: 04:00 PM
• Timezone: (GMT+08:00) Singapore Standard Time (Singapore)

Orders placed after the cut-off time will be processed on the next business day.

Shipping Handling Time

• Handling Time: 1 to 2 business days
• Processing Days: Monday to Friday

This is the time required to prepare, pack, and dispatch your order.

Shipping Transit Time

• Transit Time: 3 to 7 business days
• Delivery Days: Monday to Friday

Transit time begins once the order has been shipped.

Total Shipping Time (Handling Time + Transit Time)

• Estimated Total Shipping Time: 4 to 9 business days
• Business Days: Monday to Friday

Delivery times may vary slightly depending on location and carrier performance.

Order Confirmation

After placing your order, you will receive an order confirmation email containing your order details. Once your order has been shipped, a shipping confirmation email with tracking information will be sent. You will also receive delivery updates where available.

Shipping Carrier

For shipments within the United States, we work with reliable local and international carriers, including:

• USPS
• UPS
• FedEx

The carrier used may vary based on destination and logistics requirements.

Shipping Locations

• We currently ship within the United States only.

Shipping Fee

• Shipping Cost: Free Shipping on all orders
• Currency: USD

No minimum purchase is required to qualify for free shipping.

Tracking

Once your order has been dispatched, a tracking number will be sent to your email. Tracking updates may take up to 24 hours to appear after shipment.

Lost Packages

If your package is marked as delivered but you have not received it, please take the following steps:

• Verify the shipping address provided at checkout
• Check all possible delivery locations around your residence
• Ask neighbors or household members if they accepted the package
• Contact the shipping carrier using your tracking number

If the package is officially declared lost, please contact us with your order number. We will assist you with a replacement or refund based on the situation.

Delays

While we strive to meet estimated delivery timelines, delays may occur due to high shipping volumes, weather conditions, or courier-related issues. If your order has not arrived within the expected timeframe, please reach out to our support team for assistance.

Return Window and Eligibility

We accept returns within 14 days of delivery, provided the following conditions are met:

• Products must be new, unused, and in original condition
• Items must be returned with original packaging and accessories intact
• Both defective and non-defective products are eligible for return
• Customers must contact us before returning any item to receive return instructions

Returns requested after 14 days of delivery will not be accepted.

Damaged or Defective Items

If your order arrives damaged or defective, please notify us as soon as possible by contacting our support team with the following information:

• Your order number
• Clear photographs of the item and its packaging
• A brief description of the issue

After reviewing the information, we will offer an appropriate resolution, which may include a replacement, exchange, or refund based on the situation.

Refund Process

Once we receive and inspect your returned item, you will be notified by email regarding the approval or rejection of your refund.

If approved:

• Refunds will be processed to the original payment method
• Processing time is within 7 business days
• A confirmation email will be sent once the refund has been issued

Please note that original shipping charges are non-refundable.

Late or Missing Refunds

If you have not received your refund after the processing period:

• Please check your bank or payment account again
• Contact your bank or credit card provider, as processing times may vary
• If the issue continues, contact our support team for assistance

Non-Returnable Items

Returns will not be accepted under the following conditions:

• Products that are used, worn, or damaged by the customer
• Items returned without prior contact or authorization
• Returns requested after the 14-day return window

Exchanges

We accept exchanges within the 14-day return window.

Customers are encouraged to carefully review product details before placing an order. Exchange requests are subject to product availability and inspection of the returned item. Shipping costs related to exchanges may apply.

Method & Fees

• Return Method: By mail
• Return Label: Customer’s responsibility
• Restocking Fee: 15% (applied to all approved returns)
• Refund Processing Time: 7 business days after inspection

Return Address

160 Robinson Road, #14-04
Singapore 068914
Singapore

Cancellation Policy

Orders may be canceled only if they have not yet been processed or shipped. Once an order has entered processing or shipping, cancellation is no longer possible.

1. Wash each item separately during the first wash to avoid dye transfer.

2. Always remove stain and as much fur as you can from the lining before washing.

3. Use natural detergent if possible

4. Air-dry it possible.