FAQ/Contact Page
Please read our most frequently asked questions! If you have anymore questions, contact help@barkandchuckle.com or +16472543960
Shipping and Delivery
What is pre-order?
We get it - you guys can’t get enough of Bark & Chuckle products literally! Sometimes when our designs start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those items up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favourite pattern and ensure they get their hands on the Oodie of their dreams.
How does shipping and delivery work?
Shipping Times:
On average, orders are delivered within 2 to 8 Business Days from our international warehouses.
Our warehouses are strategically located in USA, Canada, Australia, Dubai and Hong Kong, Bark & Chuckle is able to cater to a vast range of customers across the world.
Our warehouses are stocked with a wide selection of products, however, in the event that the warehouse nearest to you is out of stock, we ship from our Hong Kong warehouse. This ensures that our customers receive their orders in a timely manner, regardless of their location.
Please also note that if your purchased item is on pre-order, it may take longer to arrive at your doorsteps due to an on-demand manufacturing timeline. Most pre-ordered products will take about 45 business days to ship.
Please understand that if we are back-ordered on production, we will get to your order in queue. Our products are in demand and we're a small production team. We don't cut corners on production quality.
Shipping & Handling Process
Our handling time usually takes about 2-3 business days and then the orders are handed over to our shipping partners. Our shipping times are dependent on where you live in the world with an average of 2 to 8 Business Days of delivery time.
How do I track orders?
Yay, time to celebrate – it’s on its way! After we pass your order to Canada Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the global postal service site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
What is covered shipping?
Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue with Canada Post (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase covered shipping, after our Canada Post investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway. If you choose not to purchase covered shipping, we are unable to guarantee a replacement for your stolen item.
Shipping & Handling Process
Our handling time usually takes about 2-3 business days and then the orders are handed over to our shipping partners.
How much do I pay for shipping?
If you’re located in Canada, standard shipping is free on all orders over $50. For orders under $50, standard shipping is $9.99.
Multiple shipping options are available at check out. These include Express Shipping and On Demand shipping so you can get your order even FASTER!
How do I track my order?
Yay, time to celebrate – it’s on its way! After we pass your order to Canada Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
What is covered shipping?
Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue with Canada Post (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase covered shipping, after our Canada Post investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway. If you choose not to purchase covered shipping, we are unable to guarantee a replacement for your stolen item.
Help, I think my order is lost/hasn't been delivered?
Think your order might be lost in transit? Although Canada Post quote us 2-8 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, your Bark & Chuckle order is not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
Whilst we started in Canada, our Tree Topper are loved all over the globe! If you are looking to send to a different country, you’ll need to purchase from the specific store for that location.
Returns and Exchanges
Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at help@barkandchuckle.com Please note that returns will need to be sent to our return address. Email us for more details to help you process your return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at help@barkandchuckle.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@barkandchuckle.com
Damaged or Defective Items
We know how frustrating this situation can be. We will issue you a brand new item once we confirm the item was defective. If the item is to be returned, shipping costs are to be covered by us.
We’ll provide return instructions for the damaged or defective item. Be sure to complete this process within 30 days of the delivery date.
We apologize for your less than perfect experience.
Return Shipping Guidelines
Our returns team will be able to provide you with the closest location for you to ship the return. We will process your return within 2 business days of us receiving the product.
If you can include a tracking number for us for the return the package, it will make it easier for us to ensure your return is processed as soon as possible! We do not cover costs for return shipping.
Return timeframes depend on how soon you are able to ship the products and when we receive them.
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.
Payment
How secure is your payment?
All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single orders only).
I forgot to use my discount code!
Made your Bark and Chuckle purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely team at help@barkandchuckle.com and they will be happy to help correct this for you.
Please note:* Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single orders only).
What currency is the store in?
All pricing for our store is listed in United States (USD) dollars.
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is help@barkandchuckle.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from Toronto to Tokyo, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
You can also leave a voice mail here +16472543960.
*Please note: These are separate companies to us and you will need to create an account with either of them.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Bark and Chuckle stories, as it warms our hearts to see our products being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at help@barkandchuckle.com.
Where are you located?
Our Bark and Chuckle HQ and Customer Service team are located in Ontario, Canada. Your order starts its journey out into the wide world from our multiple fulfilment centres across the world - they love to get those frequent flyer points.
*Please note: Our Bark and Chuckle HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.