Shipping & Returns
An Update to International Shipping & Duties
Shopping with The Muzzle Movement is now simpler, more transparent and, for many of you, even more affordable.
🌍 No More Surprise Import Fees
We've partnered with Swap and now ship to many international destinations using FedEx. The biggest benefit? The price you see on the product page now includes your duties and taxes.
That means:
✅ No unexpected import fees once your order arrives at customs.
✅ No hidden fees appearing at the final checkout.
✅ Greater confidence knowing exactly what you'll pay from the moment you start shopping.
You may notice that some product prices look a little higher than before, but that's because we've included the landed cost (duties and taxes) upfront.
For customers in the USA and EU, nothing has really changed — you were already paying taxes and duties at checkout. For customers in other international countries, these charges were previously due when your parcel reached customs.
Now, everything is included upfront in the price you see, so while the initial price may appear higher, the total cost is approximately the same as before, with no hidden fees or unexpected customs charges later.
🚚 Faster Shipping for Many Customers
As part of this change, many international orders will now be delivered by FedEx. International customers can now enjoy:
• Lower shipping costs in many cases.
• Faster, more reliable delivery.
• Parcels arriving, once dispatched, as quickly as the next working day in some areas.
• We're delighted to offer a smoother shopping experience from checkout right through to delivery.
🔄 Easier Returns Too
There's another big benefit. If you return your order in line with our returns policy, you'll also receive a refund of the duties and taxes paid as part of your purchase. Previously, reclaiming these charges could be difficult or even impossible. Our new system makes returns much simpler, giving you extra peace of mind when ordering from overseas.
Countries remaining on our previous shipping method
Due to exceptionally high shipping costs through Swap FedEx, the following countries will continue to ship using DPD Direct Lite for the time being: Australia, New Zealand, Singapore, Norway.
This allows us to keep shipping costs as reasonable as possible for customers in these locations.
UK Shipping Carriers
Including the Channel Isles & Northern Ireland.
| Carrier |
Shipping Time Frame |
Other Important Information |
| Royal Mail |
48 working hours once dispatched, not including the day of dispatch |
For orders placed after 3 PM on Friday that qualify for one-business-day shipping, dispatch may be scheduled for the following Monday. |
| DHL Express |
24 working hours once dispatched, not including the day of dispatch |
For orders placed after 3 PM on Friday that qualify for one-business-day shipping, dispatch may be scheduled for the following Monday. |
Just so you know, the shipping timeframes shown apply once an item has been dispatched and are not guaranteed. To determine the processing time before shipment, please refer to the product listing. Processing times vary by item; some are shipped within 7 working days, others within one business day, and pre-order items will be shipped according to the timeline specified in the product listing.
All shipping carriers use a tracked service; tracking details are emailed once your order has been dispatched.
Shipping Timeframes
Customisable Items:
Products labelled as "customisable" are handmade to order. Once your order is placed, we will email you with an estimated shipping timeframe. These items typically ship in 10 days (excluding pre-orders).
Pre-Made & Ready-to-Ship Items:
Orders for these items are dispatched within one working day. Orders placed after 3 PM will be shipped the next working day. Orders placed after 3 PM on Friday will be shipped on Monday.
Shipping Timeframes:
Estimated delivery times shown at checkout refer to transit time only and do not include processing time. Customisable items take 10 days to ship. If you select 48-hour tracked delivery, this timeframe applies after dispatch, excluding the dispatch day.
Please note we cannot ship to APO/FPO addresses — the carrier will return packages with these addresses and there will be a re-shipping fee to ship to an alternative address.
Muzzle Size/Colour Exchanges
We offer a 30-day exchange policy, meaning you have 30 days from the date you receive your item to request an exchange.
• Return shipping for exchange is the responsibility of the buyer. You have the option to use the carriers listed in our portal, or to create your own return label if you'd prefer to use a different carrier. Shipping on the exchanged muzzle is covered up to the cost of £15.
• To be eligible for an exchange, items must be unused, and in their original condition. We understand you may need to try the muzzle on your dog in order to assess fit; this will not invalidate your return, as long as the muzzle is in new condition. If you use treats to introduce your dog to the muzzle, please ensure the muzzle is thoroughly cleaned prior to returning.
• A receipt or proof of purchase is required.
• The fastest way to initiate an exchange is to follow the link below and select the 'store credit' option. Once your exchange arrives at our unit your store credit will be released and you are able to shop our website for an alternative size, or colour, and add any additional accessories required.
• Once your exchange order has been placed, your items will ship within our normal lead time for customisable items, or 1 working day for ready-to-ship items.
If you would like further support finding the right fit from our range, re-take your dog's measurements using our measuring guide and send measurement photos to support@themuzzlemovement.com — this will allow us to assess other alternative styles of muzzle that may be suitable.
Start an Exchange
Returns & Refunds
We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to initiate a return. Returns shipped after this period will not be accepted.
To be eligible for a return, items must be in their original condition. A receipt or proof of purchase is required.
We understand you may need to try the muzzle on your dog to assess fit. This will not invalidate your return, as long as the muzzle is returned in new condition. If you use treats to introduce your dog to the muzzle, please ensure it is thoroughly cleaned before returning.
Shipping Costs: Shipping costs are non-refundable and return shipping is the buyer's responsibility. You have the option to use the carriers available on our returns portal, or the option to create your own label and use your own carrier.
Once your return has been received and inspected, we will notify you whether the refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. Please note, it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since approval and you haven't received your refund, please contact us at support@themuzzlemovement.com.
To start a return please click the link below.
If you paid with Klarna, you don't need to take any action in your Klarna app. We'll process your refund shortly and Klarna will update your balance automatically. Please don't open a dispute — we've got you covered!
If you prefer to return manually outside of the returns platform, please email support@themuzzlemovement.com.
Start a Return
Items That Do Not Qualify for a Return
All limited edition items are non-refundable.
All mystery gift items are non-refundable.
(This does not apply to muzzles — all muzzles are returnable within the returns window so long as they are still in new condition.)
Customisable Items
Products labelled as "customisable" are handmade to order based on your chosen specifications. As a result, these items are not eligible for return or refund. This does not include muzzles — please see below for made-to-order muzzles.
Please note: The 14-day cooling-off period does not apply to customisable items under UK and EU regulations. Custom-made or personalised items are exempt from this right and cannot be returned unless defective.
Made-to-Order Muzzles
Unlike other customisable items, custom-made muzzles can be returned. We understand that dogs need time to adjust, so we allow returns for these items to ensure a proper fit and comfortable wear.
Faulty Items, Damage or Other Issues
Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, please contact support@themuzzlemovement.com including photos of the items received.
You will be asked to provide 3 photographs of the faulty item for our team to review, before we get in touch with next steps.
Some items are covered by our warranty.
European Union 14-Day Cooling Off Period
If your merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days from the date of receipt, for any reason and without justification.
To be eligible for a return, the item must be in the same condition as when you received it: unused, unworn, and in its original packaging.
A receipt or proof of purchase is required.
Please note: The 14-day cooling-off period does not apply to items that are personalised, custom-made, or tailored to a consumer's specifications, as these are made-to-order based on your specifications and are therefore exempt from this right.
Refunds
Once we've received and inspected your return, we will notify you whether the refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since approval and you haven't received your refund, please contact us at support@themuzzlemovement.com.
