Refund & Shipping Policy

Shipping

• We ship worldwide, and shipping is free everywhere. There is no minimum order and no shipping charge added at checkout — wherever you are, the price on the product page is the price you pay.
• That includes the United States, Canada, the United Kingdom, the European Union, Australia, New Zealand, and most of Asia, Latin America and the Middle East. The exceptions are addresses our carriers can't reach or that we're not legally allowed to ship to — Russia, Belarus, Iran, North Korea, Syria, Cuba, and active conflict zones. Not sure whether we can reach you? Email support@folivalabs.com before you order and we'll tell you honestly — our checkout doesn't automatically block addresses we can't deliver to, so it's better to ask first than to find out afterwards.
• Orders are handed to our shipping partner within 1–2 business days of purchase.
• Delivery times, counted from the day you order and including processing: 8–14 days within the United States; 10–20 days to Canada, the UK, the EU, Australia and New Zealand; and 2 to 5 weeks to the rest of the world, where the parcel travels further and passes through more customs checkpoints. You'll get an email with a tracking number as soon as it ships.

Customs and Import Duties

Orders delivered inside the United States have nothing to pay on arrival.

For orders outside the United States, the parcel crosses an international border, and your country may charge import duty or VAT on delivery. The tax or duty itself is set by your government; on top of that, the carrier clearing the parcel through customs often adds its own handling fee for doing the paperwork. Either way it's collected from you, not from us — it isn't part of what you pay us, and we have no way to waive it or predict the exact total, because every country and every carrier sets its own rate.

As a rough guide: in the European Union and the United Kingdom, expect VAT — somewhere between a sixth and just over a quarter of the order value depending on the country — because VAT there now applies to every import regardless of how small it is. The EU has also added a small flat customs charge per item on parcels like this one since July 2026, on top of VAT. In Canada, this order sits well above the CAD $20 tax-free limit, so expect GST or HST plus a carrier handling fee. In Australia, New Zealand and most of Asia, orders of this size usually clear customs with nothing extra to pay. We'd rather tell you this here than have it turn up as a surprise at your door.

If a parcel is refused at customs or returned to us because import charges went unpaid, we'll refund the price of the vest once it reaches us, minus any return carriage we're billed for.

Tracking Your Order

Once your order ships, we email the tracking number to the address you used at checkout. If you don't receive a shipping confirmation within 3 business days of ordering, or your tracking hasn't updated in over a week, email support@folivalabs.com with your order details and we'll look into it.

Damaged, Lost, or Missing Packages

• Arrived damaged? Email support@folivalabs.com within 7 days of delivery with your order number and a couple of photos of the damage — we'll send a replacement or a full refund, whichever you'd rather have.
• Tracking says delivered but it never showed up? Let us know within 7 days of the delivery date so we can look into it with the carrier and make it right.
• Never arrived at all? Write to us once you're a week past the delivery window above with no parcel and no useful tracking update — that's 21 days in the US, 27 for Canada, the UK, the EU, Australia and New Zealand, and 6 weeks for everywhere else, where customs can sit on a parcel for a while. We'll investigate, reship, or refund you.

Returns

• You have 30 days from the date your vest is delivered to return it for a refund.
• We accept a vest that's been tried on or worn during a single supervised swim to check the fit — that's normal and expected.
• We can't accept a return if the vest has been chewed, torn, or otherwise damaged by your dog, is missing parts like the chin float, or is heavily soiled beyond what trying it on would cause.
• The chin float, straps, and any accessories that came with it need to come back with the vest.

If you're ordering from the European Union or the United Kingdom, this 30-day window already covers — and beats — your legal right to cancel within 14 days for any reason, with no explanation needed. To use that right, just tell us within 14 days of delivery that you've changed your mind (an email is enough, there's no form to fill in), then send the vest back within 14 days after that. Refunds work exactly as described above either way.

Who Pays for Return Shipping

• Changed your mind, or the size just isn't working out? You're responsible for the cost of shipping the vest back to us.
• We sent the wrong item, or it arrived damaged or defective? That's on us — email us and we'll cover it, usually by refunding you or sending a replacement without asking for the item back, since that's often faster than a return label.

How to Start a Return

Email support@folivalabs.com with your order number (or the email you used at checkout) and the reason for the return. We reply within 1–2 business days with the next step — sometimes that's a return address, sometimes it's a straight refund. Please reach out before sending anything back so we can point you the right way.

Refund Timing

Once your return is approved (or we've confirmed a no-return refund), we issue your refund to the original payment method within 5 business days. From there, PayPal or your bank typically takes a few more days to show it on your statement.

Exchanges (Wrong Size or Color)

Ordered the wrong size or color? Email support@folivalabs.com within 30 days of delivery. In most cases the fastest fix is a refund on the original order and a fresh order in the right size — we'll walk you through whichever option is quickest for your situation.

Cancelling an Order

Want to cancel before it ships? Email us as soon as possible — if your order hasn't been handed to our shipping partner yet, we'll cancel and refund it in full. If it's already on its way, you're covered by the standard 30-day return policy above once it arrives.

Contact

Questions about an order, a return, or your tracking? Email support@folivalabs.com — a real person reads every message, usually the same day.