Terms of Use

General

These terms and conditions apply to the online store and deliveries of Traildog Oy (Finnish Business ID 3253923-8). By placing an order, you accept these terms. 

Delivery terms in brief

DELIVERY COSTS
We offer free delivery* for orders over €100 in Finland and for orders over €200 in other EU countries.

Delivery costs for orders valued at less than €100 start at €5.90.

DELIVERY TIME
You can see our stock levels on each product page. An order containing products immediately available in stock is normally dispatched no later than the next business day. Orders placed before 12 noon on a business day generally enter transport on the same day.

The estimated delivery time for items that are out of stock is generally 1–2 weeks unless otherwise stated. We ship the order in one shipment once all products in the order are ready for dispatch. If an exceptional delay occurs in dispatching the order, the customer will be informed as soon as possible.

EXCHANGES AND RETURNS
You have the right to exchange or return your order within 14 days of receiving it.

No return parcel fee is charged for exchanges within Finland. For returns from Finland, a return parcel fee of €5.90 will be deducted from the refund (excluding exceptionally large parcels, such as kick scooters, for which the customer is responsible for the actual return cost). If you are unsure, for example, about the size or product selection, please feel free to contact our customer service in advance at info@traildog.fi or 0413184841. Let’s work together to protect the environment and minimise the back-and-forth transportation of parcels. We are happy to help!

Ordering

Products are ordered by selecting them for your shopping cart in the online store. Before payment, check that the colours, sizes and quantities of the products you have selected are correct. Enter your address details carefully on the checkout page. The delivery costs included in the order are shown on the store’s checkout page alongside the delivery method and in the order summary. The selected delivery method and the contents of the order affect the delivery costs. Once the order and payment transaction have been completed, you will immediately receive an automatic order confirmation by email. 

Cancellation

If you wish to cancel your order before it has been shipped to you, you can do so while your order status is open, meaning it has not yet been processed in the warehouse. You can cancel your order easily by replying to the order confirmation message you received. We will send you a confirmation once we have processed your request. If you have already received a shipping confirmation, please see the return instructions.

Deliveries 

At checkout, you can choose your preferred delivery method based on the contents of your shopping cart. In Finland, Posti and PostNord transport services are available. 

Delivery costs in Finland

  • Delivery through the letterbox €5.90
    Only for parcels less than 3 cm high.

  • Delivery to a service point/local shop from €5.90
    *Free for orders over €100, excluding oversized parcels
  • Delivery to your door from €9.90 

Selection of delivery method, service point and transport company

You can select the service point most convenient for you on the checkout page. The checkout page suggests the service points closest to you based on the postal code entered.Depending on congestion at the transport company, your parcel may be redirected to an alternative service point. Traildog cannot influence these changes and is not responsible for any changes to the service point made by the transport company or any costs arising from them.

Traildog reserves the right, in exceptional cases, to change the transport company or delivery method if this is necessary for logistical reasons (for example, the size of the product in relation to service restrictions or products being located in different warehouses).

Please note that, for example, a Posti Small Parcel delivery may automatically be changed to collection from a service point at no additional cost if the parcel does not actually fit through the letterbox for delivery. 

If the delivery details of a parcel need to be corrected after the order has been processed, for example due to an incorrect delivery address, the customer is responsible for any change service fee charged by the transport company.

 

Deliveries outside Finland

We also deliver parcels outside Finland. You can see the exact shipping fee for each country on the checkout page. Please contact our customer service if the checkout page does not offer a delivery method to your country. The cost of returning a parcel from abroad is payable by the customer.


Delivery time

You can see our stock levels on each product page. If you order products that are in stock and ready for dispatch, we aim to pack the orders so that they are handed over to the transport company no later than the business day following the order. Orders placed before 12 noon on a business day usually reach the transport company on the same day. 

The estimated delivery time for items that are out of stock is generally 1–2 weeks unless otherwise stated on the product page. We will ship the order in one consignment once all the products in the order are ready for dispatch. To have the order delivered in separate consignments, place two separate orders. 

If the estimated delivery time for the products differs from the normal delivery time, we will contact the customer as soon as possible by email or telephone.

Traildog reserves the right to cancel the customer's order if the manufacturer/supplier is unable to deliver the product(s) within a reasonable time.

Payment methods

You can pay for your purchases using all Finnish online banks, payment cards, mobile payments (MobilePay and Pivo), as well as Walley and OP Invoice invoice and instalment payment options (OP Invoice only for purchases over €50). Paytrail, a Finnish payment service provider, processes payments for the Traildog.fi online store. You can review the payment terms for all Paytrail payment methods at: https://www.paytrail.com/kuluttaja/maksupalveluehdot.

In addition, you can choose Klarna Invoice and Instalment Payment. You can review Klarna's payment terms at: https://www.klarna.com/fi/ehdot/.

  • Paytrail Oyj (2122839-7) operates in cooperation with Finnish banks and credit institutions. Paytrail Oyj appears as the payment recipient on your bank statement or card bill and forwards the payment to Traildog Oy.
    Paytrail's address: Innova 2, Lutakonaukio 7, 40100 Jyväskylä.
  • Klarna Bank AB (Sveavägen 46, 111 34 Stockholm, Sweden) offers a free-of-charge and interest-free 30-day invoice payment option from the delivery of the products. Instalment payment is also available through Klarna.

Right of exchange and return

You have a 14-day right to exchange and return your order from the date of receipt. You have the right to open the packaging to inspect and try on the products, but the products must be returned in their original condition, including their tags. The product must be unused.

  • If you wish to exchange or return products, notify us in advance by email at info@traildog.fi within 14 days of receiving the parcel.
  • The return parcel must be handed over for transport without delay, and no later than within 14 days of submitting the return notification. If this time limit is not observed, Traildog reserves the right to deduct the actual shipping and return parcel costs incurred in delivering the order from the amount refundable to the customer and to reimburse the remaining balance in the form of a gift card.
  • If the returned product is not in completely like-new condition (e.g. it has become soiled with dog hair), Traildog reserves the right to deduct a case-specific reduction in value / cleaning cost from the refundable amount.

Exchange

Exchanges are processed as new orders, so you can simply place a new order for the new products. In the case of an exchange, we do not charge a return parcel fee in Finland (applies to one return parcel delivered by Posti). An exchange is considered to be a new online order for a product in the same product category, placed by the customer before the return parcel has been received, where the customer keeps the products. The exchange order may also include other products. 

Returns from Finland

In Finland, you can use our customer return agreement for returns (you will receive further information by email after submitting a return notification), in which case the return shipping fee of €5.90** will be deducted from the refundable amount. The person returning the parcel must retain the tracking number provided by the transport company for the return parcel until Traildog has confirmed receipt of the parcel to the customer. 

  • If the original order amount exceeded the free delivery threshold (€100) but falls below €100 after the return, we will deduct from the refundable amount the delivery costs corresponding to the delivery method selected by the customer.
  • If the customer has selected a delivery option other than the least expensive delivery option offered for their order and returns the entire order, the original delivery costs will be refunded in accordance with the least expensive option available.

**NOTE: Our return code cannot be used to return large products such as kick sleds or kickbikes. The customer is responsible for any return costs for these products, except in warranty cases. The return method for these products must always be agreed in advance by email at info@traildog.fi.


Refund

We will refund returned products no later than within 14 days of the return package being recorded as received. The refund will be made using the same payment method as that used for the order.


Package left uncollected / undeliverable package

A package left uncollected does not constitute a cancellation notice. For orders returned as uncollected, we will refund the price of the products, less a €10 handling fee and the actual delivery and return costs of the order.

If delivery of the package is not possible due to incorrect/incomplete delivery details provided by the customer and the package is consequently returned to our warehouse, we will refund the price of the products, less a €10 handling fee and the actual delivery and return costs of the order.


Defective product or delivery

The customer must check the external condition of the package upon receipt. If the package has been damaged during transport, the customer must document the damage, for example with photographs, and without delay notify the carrier or the staff at the collection point, where possible.

The customer must also check the contents of the package immediately to ensure that the delivery corresponds to the order and the packing slip and that the products are free from defects.

If deficiencies, errors or transport damage are detected in the delivery, the customer must notify the seller by email without delay, and no later than within two (2) days of receiving the package. The notification must include sufficient information to assess the error, such as the order number and, where necessary, photographs.

If the return or exchange is due to a packing error made by the seller or a defect in the product itself, the seller shall cover the postage costs of the return package and the delivery costs of the replacement package. If the customer receives an incorrect or defective product, they must notify customer service without delay at: info@traildog.fi.

If a customer submits an unnecessary complaint, meaning that no defect is found in the product, the customer shall be responsible for the costs of returning the product and sending a replacement. Traildog undertakes to store the product for no more than 30 days, so the customer must pay the shipping cost invoice within this time limit.

Customer service

If you encounter any problems when placing an order or with delivery, please contact our customer service. Our expert customer service team will also be happy to help with other product-related questions.

Email: info@traildog.fi 
WhatsApp messages: +358413184841

Calls: +358413184841 (We answer calls whenever possible, generally best on weekdays from 10–18. If we are unable to answer your call, you can leave a callback request by message)

Pricing

Product prices are displayed next to each product in the online store. Traildog Oy reserves the right to cancel or amend an order in the event of obvious pricing errors. An obvious pricing error refers to a situation in which the price displayed in the online store differs substantially from the correct price of the product: for example, a product priced at €0 or an obvious decimal point error (e.g. a product displayed at €14.90 instead of its actual value of €149.00). 

Campaigns and promotions

The online store may run time-limited campaigns and promotions. A campaign may have campaign-specific special terms, which will be stated in connection with the relevant campaign. The special terms of a campaign supplement these terms and conditions and take precedence for that campaign in the event of any conflict. Campaign prices and other benefits apply only to orders and products that comply with the campaign terms.

Force majeure, impediment beyond control

Traildog Oy shall not be liable for delays or indirect damages resulting from an impediment beyond its control. An impediment beyond its control may include, for example, a product being out of stock at the manufacturer, as well as disruptions to freight transport or online services. 

Right to restrict sales / cancel an order

Traildog reserves the right to cancel an order or restrict sales where necessary, for example in the case of exceptionally large product quantities. In such cases, any payment made will be refunded to the customer within 7 business days.

Changes to the terms

Traildog reserves the right to change its delivery terms at any time. The date of the latest update can be found at the bottom of this page. Changes to the terms apply to orders placed after the update date. 

Contact details

Traildog Oy
info@traildog.fi
0413184841
Business ID: 3253923-8

Warehouse address (for mailings only)

Traildog Oy / E6-Palvelut Oy
Suokalliontie 7
01740 Vantaa

Delivery terms last updated: 10 September 2026.