Adjustments, Exchanges & Returns
At Big Snoof Dog Gear, our team works extremely hard to provide the best possible fitting muzzle for your pup, however we will admit that we can’t always get the perfect fit first time around. With wire muzzles, they are a bit less forgiving than vinyl muzzles when the sizing is slightly off, but they are often still easily adjusted! If you are unsure or unsatisfied with the fit of your custom muzzle, please reach out to our team right away and we will help you determine if the sizing is correct.
WE DO NOT OFFER RETURNS/REFUNDS ON OUR GEAR.
Our products are handmade and made to order by our small team, and we are therefore unable to offer returns or refunds. We also do not accept order cancellations except for in very rare/extreme cases. Please reach out to us immediately if you’re concerned you need to cancel your order and we can discuss options.
Choose a type of gear below to quickly view our exchange and adjustment policies.
Our Product Guarantee
We pride ourselves in making the most durable and long lasting gear possible! Normal wear and tear with longterm/heavy use is to be expected, but in the unlikely case that any part of your gear breaks*, we will either repair your gear, or, if it is not repairable, offer replacement parts at no cost within the first year after purchase. You would be responsible for shipping costs from you to us, but we will cover return shipping from us back to you for orders within the USA. International repairs would be responsible for shipping costs both ways.
If your gear breaks after our year long time frame, please still reach out to discuss options— we’d be happy to help you repair or replace it, though this will incur a fee.
*However: It is important to note that BioThane itself is not chew-proof! Like any other gear, we recommend keeping products out of reach of destructive pups, and we do not cover chewing damages or normal wear and tear by our one year replacement policy. Though even this case, you’re still welcome to reach out for assistance if your gear is in need of repair, and we will discuss repair options and fees.
Lastly, if you’re in need of replacement straps for your muzzle, please refer to our Muzzle Accessories Page to purchase replacements.
Custom Muzzles
If you ordered a Custom Wire Basket Muzzle from us, and it doesn’t seem like the right fit, please reach out to us and we will assist you as soon as possible. Often times, with a bit of strap adjustment, we can easily guide you in perfecting the fit of your muzzle. However, occasionally the basket will need to be further modified or exchanged for the correct fit. In these situations, there are a few ways we will proceed.
If we had your full set of measurement photos taken according to our measurement guide to reference when we built your muzzle, and it is still not the right fit, we will take care of any adjustments free of charge. You would simply need to ship the muzzle back to us (at your cost), and we will resize and perfect the fit for your pup, and have it shipped back to you as soon as possible. We will cover return shipping anywhere in the US, and up to $15 of return shipping for international shipments.
If we had some, but not all of your dog’s measurement photos when we built your muzzle, or if the measurements were taken incorrectly (such as if you used marks on your finger instead of a true measurement tape) and the muzzle needs adjustment due to inaccurate measurements, we will still provide adjustments to it, for a fee of $20 USD. Buyer would be responsible for shipping costs both ways.
If we did not have your dog’s measurement photos to reference when we built your muzzle, we will still provide adjustments to it, for a fee of $40 USD. Buyer would be responsible for shipping costs both ways.
Lastly, if shipping the muzzle back is not an option for you, we will allow you to purchase a replacement muzzle at a discounted rate. For this option, please message us for details.
We strongly recommend sending in your full set of measurement photos before we build your muzzle, so that we can verify that measurements are taken correctly and do our best to get the size right the first time. No one wants the hassle of return and exchange, so the easiest way to guarantee a great fit is by making sure we have the references we need! For info on measurement taking, take a look at our Measurement Guide!
Standard Muzzles
Our Standard Muzzles can be exchanged within a three week window after delivery of your order, given that the muzzle is still in new condition. To clarify, you would need to have it shipped out to us within 3 weeks of delivery.
There is a $15 exchange fee per muzzle and additional $10 fee if a scavenger guard needs to be exchanged as well. We also require you to cover shipping costs both ways. Return shipping costs (from US to YOU) will need to be paid to us along with the exchange fee. For exchanges within the continental USA, we charge a flat fee for this of $10. We would send you an emailed invoice to pay fees.
Please reach out to us if you are concerned with the fit of your muzzle and are considering needing an exchange. We will ask to see photos of your dog trying on the muzzle (even if it’s just pictures of you luring their snout into it with treats) to see if the muzzle is actually just in need of adjustment, or if it is the wrong basket size. We really prefer to try and get you the right fit the first time around, so we highly encourage you to measure your dog in accordance with our Measurement Guide and reach out to us for a sizing recommendation to avoid an improper fit!
Additionally, if you need assistance with determining sizing and would like help ensuring you’ve measured correctly prior to ordering, you can post in our Facebook group, The Muzzle Club: Community & Expert Support for expert assistance. Please ensure you answer all questions and agree to the group rules to be added to the group. If the two week exchange window has passed, or if you can not cover the fees for an exchange, you can list your muzzle for resale in this group and various other Facebook muzzle groups.
We do not accept Returns on muzzles, but are happy to help Exchange for a better size. If your dog does not fit into any of our standard sizes, you will need a Custom built muzzle. If you have ordered a Standard muzzle & learned your dog has specific measurements that will require a Custom, we are happy to put the cost of your Standard muzzle as a “credit” towards the price of your Custom, as long as the original Standard muzzle is shipped back to us in new condition. You will still be responsible for exchange shipping costs both ways, and there will still be a $15 fee.
Ready to Ship/Premade Gear
Ready to Ship/Premade products are final sale. Please reach out to us via email if you are concerned with the fit of your Premade muzzle, and we will advise on the fit and whether it can be adjusted to fit correctly.
If you need assistance with determining sizing and would like help ensuring you’ve measured correctly prior to ordering, we’d recommend you post in our Facebook group, The Muzzle Club: Community & Expert Support for expert assistance. Please ensure you answer all questions and agree to the group rules to be added to the group.
If you order a Ready to Ship muzzle and it does not fit your dog, even after checking with us for assistance with possible adjustments, we’d recommend checking out muzzle exchange groups on Facebook to find your muzzle a new home.
Custom Collars & Leashes
We do not accept returns or exchanges of our custom collars or leashes. If you receive a collar that does not correctly fit your dog, we ask that you reach out to us for assistance. We will do our best to help fix it if possible, but we can not guarantee that we will be able to adjust the collar to fit correctly, and we do not offer refunds on custom items. It is your responsibility to choose the correct collar size for your dog to ensure the right fit. If you do unfortunately end up with a collar in the wrong size, we’d recommend reselling it. Collar Addicts Anonymous is a fun Facebook group that you can post collars for resale on to find them a good home. To avoid sizing issues, make sure you follow our Collar Measurement Guide closely!