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FAQs

General

How can I get in contact with someone at Barkolino?

If you have any questions or concerns, you can either:
1. Visit our ‘contact us’ page on the website and fill in the form provided.
2. Email us at hello@barkolino.com and a member of our team will respond to you within 24 hours.
How can I clean my snuffle mat? All of our snuffle mats are cold hand wash or machine washable on your device’s gentle/delicate setting at 30 degrees (cool wash).

What are the snuffle mats made from?
Our snuffle mats are made from upcycled materials including polar fleece and polyester. 

The product I want is out of stock. How long will it take to be restocked? Please contact our Customer Happiness Team at hello@barkolino.com and a member of our team will be able to assist you.
Where are your products made? Our products are designed in Australia and manufactured in China by partners that we know and trust.

Returns and exchanges

What is Barkolino’s returns process?
Barkolino offers a 14 day return policy from the date your order was delivered. The products must be brand new, unwashed, and free of dog fur and include the original packaging.
Please include an enclosed note with your order number and send to the below address.

What if I don’t like my product?
We’re happy to provide you with a store credit so you can re-order an alternative product.
However, you’re responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded.

What happens if I receive a faulty/damaged product?
If your product is faulty/damaged upon opening it, please contact us within seven days of receiving the product so we can replace it for you.

We’ll need you to return the product to us by post at <insert address>.

We’ll notify you once we’ve received the product and will advise when your refund has been processed. Please allow up to 10 days for your refund payment to be credited to your original payment method.

What if my refund is late or missing?
If you haven’t received your refund within 10 business days from the date we notified you, please follow the below steps:
• Check your bank account to determine whether the refund payment is visible
• Contact your bank as each financial institution’s processing times may vary
• If you’ve completed both of these actions, please email us as hello@barkolino.com with your reference number quoted in the subject line.