Returns, Exchanges & Refunds

Shop TOVQIRANO™ With Confidence

At TOVQIRANO™, operated by Chilly-Dog, LLC, we want every order to arrive as expected and feel right for both you and your companion.

If something is not quite right, this policy explains how returns, exchanges, damaged items, and refunds are handled.

30-Day Return Period

Most eligible products may be returned within 30 days of delivery.

To qualify for a return, merchandise should be:

  • Unworn and unused

  • Free from pet hair, stains, odors, or other signs of wear

  • In the same condition in which it was received

  • Returned with original tags and packaging, when applicable

  • Accompanied by valid proof of purchase or order information

Because pet apparel comes into close contact with animals, items that have been worn beyond a basic fit check may not qualify for return.

We reserve the right to decline merchandise that does not meet the return requirements above.

Starting a Return

Before sending anything back, please contact our customer care team:

service@tovqira.com

Include your:

  • Order number

  • Name or email used when ordering

  • Item you would like to return

  • Brief reason for the return

If your request is approved, we will provide the applicable return instructions and the address where the merchandise should be sent.

Where a prepaid return label is provided, please use that label according to the instructions included with your authorization.

Please Note

Do not send a return to an address found elsewhere online or on the original shipping package unless specifically instructed by our support team.

Unauthorized returns may not be accepted or processed.

Wrong, Damaged or Defective Orders

Please inspect your package shortly after delivery.

If you receive:

  • The wrong product

  • The wrong size or style compared with your confirmed order

  • An item damaged in transit

  • Merchandise with an apparent manufacturing defect

please contact service@tovqira.com as soon as possible.

For faster review, include your order number and clear photos showing the issue.

Once reviewed, we will work with you on an appropriate solution, which may include a replacement, refund, or other resolution depending on the circumstances.

Items That May Not Be Returned

Certain merchandise may be excluded from standard returns.

Examples include:

Personalized or Custom Products
Items made or modified specifically for your order may not be eligible.

Used Pet Apparel
Products showing pet hair, odors, stains, washing, damage from use, or extended wear may be refused for hygiene reasons.

Gift Cards
Gift cards are generally non-refundable.

Final Sale Merchandise
Products clearly identified as “Final Sale” at the time of purchase may not qualify for return unless required by applicable law.

If you are unsure whether your purchase can be returned, contact us before sending it back.

Exchanges

For faster service, TOVQIRANO™ generally handles exchanges as a return followed by a new purchase.

How It Works

  1. Request a return for the original product.

  2. Follow the return instructions provided by our support team.

  3. Place a new order for your preferred size, style, or replacement item.

This approach helps you secure the replacement you want without waiting for the original return to complete.

Product availability cannot be guaranteed while a return is being processed.

EU Customer Cancellation Rights

Customers receiving qualifying orders within the European Union may have the right to cancel an eligible distance purchase within 14 days, subject to applicable consumer protection laws.

Returned goods should generally be:

  • Unused beyond what is reasonably necessary to inspect them

  • In suitable condition for return

  • Accompanied by the original packaging where reasonably possible

  • Supported by proof of purchase

Applicable statutory consumer rights remain separate from and may apply in addition to our standard return policy.

Refund Processing

Once an authorized return reaches the designated return location, it will be reviewed.

If the return is approved:

  • Your refund will generally be issued to the original payment method

  • Please allow up to 10 business days after approval for processing

  • Your bank, card provider, or payment service may require additional time before the credit appears on your account

Original shipping charges may not be refundable unless otherwise required by applicable law or the return is related to an error on our part.

If more than 15 business days have passed after we confirm that your refund was approved and you still do not see it, contact:

service@tovqira.com

Return Shipping Information

Please request authorization before mailing any merchandise.

For approved returns, our customer care team will provide:

  • The correct return destination

  • Packaging or return instructions

  • Any applicable shipping label information

  • Additional steps required for your specific order

Using the return information supplied by our team helps ensure your package can be identified and processed correctly.

Need Help?

Questions about sizing, return eligibility, damaged items, exchanges, or refund status can be sent to:

TOVQIRANO™
Operated by: Chilly-Dog, LLC
Customer Care: service@tovqira.com

We aim to keep the return process straightforward so you can shop TOVQIRANO™ pet apparel with greater confidence.

TOVQIRANO™ — Thoughtful petwear, supported beyond checkout.