Shipping time may vary depending on location and shipping method. The delivery times listed below are estimates only and exclude holidays, weekends and unforeseen postal delays that are beyond our control. Once an order is shipped, we cannot fulfill it or make any changes. Canada: 1-3 business days
For the most accurate information on the arrival date of your package, please refer to your tracking number.
When will my order be shipped?
All of our orders are processed within 1-2 business days of ordering. We drop off your packages at our shipping partner in Quebec. All orders are delivered to our shipping partner within 3 to 6 working days unless otherwise specified.
Can I edit my order once it is placed?
If a change needs to be made to the order information, it is important to send an email within 24 hours of ordering at the address email@example.com
What are the shipping costs on an order?
Shipping rates are set at $4.99 for orders within Canada. Shipping is free for all orders of $50 or more in the province of Quebec and Ontario only. For all orders in the United States, shipping charges will be calculated at the time of payment.
Quelle est la date limite pour recevoir avant les fêtes
Tu as jusqu'au 21 décembre 2022 pour recevoir ton colis avant les fêtes si tu habites Québec ou en Ontario.
Returns and exchanges
What is the returns and exchanges policy?
We are proud of our products and provide a warranty that will ensure you and your dog are happy. If you are not 100% satisfied within 30 days of purchase, return it for credit or refund. The product for which you are requesting a refund/return must be in resalable conditions to be eligible.
If you are not satisfied with the products for your dog, return the item (s) for credit or a full refund of the cost of the item (s).
Once the item is returned received, we will refund the cost of the item, excluding the shipping cost. In order to process the return, you can read "How to return an item?". To serve you better in the future, let us know why you are returning the item. You will be responsible for any shipping costs associated with the item. sending the return. Original shipping charges are non-refundable. We allow 7 business days for returns to be processed. from the date of receipt of the item.
If you have any other questions about returns, please don't hesitate contact us.
How to return an item?
If you want another product, place a new order so your dog can get new stuff as soon as possible! To make an exchange or a return, you can go directly to the return portal.
In this portal you will find the procedure to guide you through the return process. Just follow the steps and you're done!
Please note that return shipping costs are not covered by Tella & Stella. In general, Canada Post is the cheapest. Once we receive the item(s), we will issue your refund. It's easy! If you have any other questions, feel free to email firstname.lastname@example.org.
Will I pay to return an item?
In most cases, you (the customer) are responsible for all shipping costs associated with returning a product. In general, Canada Post is the cheapest.
If we were in error, you can mention it in your exchange or return request. We will send you a pre-paid return label that can be printed, placed on the returned package and dropped off at Canada Post.
Should I return the old items?
In order to receive a refund, you must return the old product. Tella & Stella Inc. It must be in resalable conditions for the refund to be eligible. The customer must cover the minimum shipping costs to return the product to us. In case of destruction of a product, first contact us and we will give you more detailed instructions. We recycle all damaged returned products.
Should I use a particular carrier to return the goods?
The answer is simple: no. Since you have to cover the shipping costs to return the product to us, you get to choose the carrier of your choice. We suggest using Canada Post. A good thing to do would be to get insurance for the shipment, just in case, but it is not essential. We are not responsible for a product that is not returned to us.
Which materials are used to make the products?
All of our products are made of quality materials. We use different materials for different purposes to provide you the best products possible. For more details, visit the product pages.
How can I maintain the product?
All our items are to be hand-washed only. Gently hand-wash your items in lukewarm water with mild soap and let it dry at air. IT IS NOT RECOMMENDED TO PUT YOUR ITEMS IN THE WASHER OR IN THE DRYER.
My dog has eaten its leash and it is damaged, what can I do?
Our products are made with precision, are very durable, but not indestructible!
Kindly remind your companion that it is not a toy during walks if it tends to bite its leash.
We suggest placing collars and leashes in a safe place when not in use.
How to choose the perfect size for my dog?
Use our Size guide in order to select the accurate size for your companion.
How are the products designed?
Our products are designed by artists from Quebec who make us live the seasons while illustrating a positive mood.
Are the products I buy guaranteed?
Tella and Stella Inc. warrants to the original purchaser a lifetime warranty for defects in workmanship and . For further details, visit our Lifetime Warranty.
Collaborations and social media
How can I become a collaborator of the Tella & Stella™ brand?
First of all, we thank you for your interest! contact us at email@example.com explaining the details of your request.
I am a store owner, how can I distribute Tella & Stella™ products?
Do you want to sell Tella & Stella products? If you want to become a reseller, write to us at the following address: firstname.lastname@example.org & nbsp; with the following information:
Your name: & nbsp;
Website (if applicable):
Business type (online, storefront): & nbsp;
It will be our pleasure to get in touch with you!
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