FAQ’S

ONLINE SHOPPING

  Browsing

What is the availability of items on the site?

All items for sale on the Canisstellar.com e-boutique are available unless otherwise indicated. Please see “Product – Availability” for more information.

What do I need when visiting Canisstellar.com?

We recommend using the latest generation of your browser in order to guarantee all of the website features shall function properly, and to make your experience at Canisstellar.com is as pleasant as possible

How exact is colour display on the product page?

We have taken great care to ensure that each product is photographed in detail to ensure that the colours shown on the website accurately depict each product’s true physical colours. Please note however that the colour display is dependant of screen monitor display settings. Therefore it is possible that colours may vary slightly from one screen to another

  Orders

What currency is used on the website?

The default currency of the website is Swiss Francs (CHF).

However, our website is set to automatically set the currency based on your IP address. Use of a VPN will therefore affect our website’s automatic currency selection.

Additionally, you may freely change currency options for price currency rate reference directly on individual product pages. Currency options available from a drop down menu are: Dollars ($) , Pounds Sterling (£) , Euros (€) and default Swiss Francs (CHF).

 

All final transactions however shall be processed in Swiss Francs (CHF).

How may I get assistance with my online order?

Please contact our Customer Care by email under the “Contact us” section or directly by email at customercare@canisstellar.com.

How do I change information on my order after it has been placed?

Please contact our Customer Care by email under the “Contact us” section or directly by email at customercare@canisstellar.com.

Why have I not received an order summary?

An order summary accompanied by an invoice is automatically sent after order confirmation. Please note that you may need to wait a few minutes between the moment you place the order, and the reception of the order confirmation/ order summary email from us.

Please also kindly check your “Spam” inbox. Depending on your email settings, the message may have been mistakenly delivered there.

If you have still received no email, please contact Customer Care by email under the “Contact
us” section or directly by email at customercare@canisstellar.com.
We shall verify that the order has been successfully placed and correct your email address if needed.

  Shipping

How much is the shipping?

Delivery costs depend on the value of your order, and shipping destination.
All orders are delivered using Express Shipping taking around 2-3 days after being dispatched.

Please refer to the table below for our tailored country-specific shipping fees. (prices displayed below in CHF)

  • For order value under 155 CHF, a flat shipping rate ranging from 10-30 CHF is charged for Express Shipping services.
  • For an order value of over 155 CHF Express Shipping service is free.
Country Shipping Cost
Albania, Andorra, Austria, Belgium, Bosnia, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Rep., Denmark, Estonia, Faroe  Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Israel, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom 10 CHF
Canada, Greenland, Mexico, USA 15 CHF
Australia, Bangladesh, China, Hong Kong, India, Indonesia, Japan, Macau, Malaysia, New Zealand, Philippines, Singapore, Sri Lanka, Taiwan, Thailand, Turkey, Ukraine, Vietnam 25 CHF
Rest of the world 30 CHF

Please note that country-specific VAT  is additionally calculated and collected during checkout so that your order can then be shipped in  DDP (delivery duties paid). This means that you can rest assured that  you will receive NO additional country-specific tax, duties or costs upon reception of your order . We believe this is the best way for us to offer full transparency on the total cost of ordering our products abroad and anticipate any unexpected costs / unpleasant surprises.
Please feel free to contact us at customercare@canisstellar.com if you have any queries.

How long will shipping take?

Depending on your location, Express Shipping shall take between 2-7 working days to be delivered to your door after being dispatched depending on your location.

In case of exceptions, we shall contact you after your order has been placed.

Will I receive my order by December 25th?

In order to guarantee shipment shall be delivered before the 25th of December, please place your order before the 18th of December.

How do I track shipment of my order?

Our partner shipping company shall send you an SMS to let you know when your shipment arrives.

Feel free to contact Customer Care by email at customercare@canisstellar.com if you have any questions or need assistance.

Where does Canisstellar.com ship to?

We offer worldwide shipping. In case of difficulties during the checkout shipping process, please contact Customer Care by email under the “Contact us” section or directly by email at customercare@canisstellar.com.

Please note a post office box must be provided for us to process an order.

Is a signature required upon delivery of my order?

A signature is required upon receipt of your package. Our transport partners only accept the personal signature of the recipient.

  Gifting

Will my order be (gift) wrapped?

All products purchased from Canis Stellar are shipped and delivered our signature round gift box with a bow, and sent in adapted shipping packaging with our logo.

Can I include a personalized gift message with my purchase?

For a personalized gift message with your puchase, please indicate this in the notes section during the checkout process.

If you have any further special requests, please contact Customer Care by email under the “Contact us” section or directly by email at customercare@canisstellar.com.

Will my gift order include an invoice without item prices?

Please note all purchase order invoices shall be sent electronically to the email provided in the customer account sign-in.

An order shall be considered a “gift” when the last name or first name of the invoicing information is different from that of the delivery information. In this case, an invoice where the price of the items is not shown shall be included in the package that is sent.

If the above criteria are not fulfilled, but you still wish to receive the shipment with an invoice with prices not shown, please indicate this in the designated “notes” section during checkout process.

If you have any further questions, please contact Customer Care by email under the “Contact us” section
or directly by email at customercare@canisstellar.com.

  Payment

Which means of payment are accepted by Canisstellar.com?

You can only pay for your purchases with a credit card or charge card: MasterCard®, Visa®, and American Express®. You should enter your credit card or charge card number, its expiry date, and its card verification number on the relevant page via our payment gateway provider Saferpay, SIX Payment Services.

Payment via Paypal® and TWINT is also accepted.

Is my payment secure?

All the transactions made on the Canisstellar.com website are secure. The padlock symbol next to the address bar of the page beginning with “https” indicates that you are in a secure setting.

Do you accept international credit cards?

Yes, we accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card.

When will my credit card be debited?

Cards and other payment methods are debited when the order has been confirmed.

  Returns and exchanges

What happens if I receive a faulty/incorrect product?

At Canis Stellar, we strive to make sure that all of our products are inspected in detail before being dispatched, but in case of an issue, please contact Customer Care by email under the “Contact us” section or directly by email at customercare@canisstellar.com with your order number within 7 days of receiving your product.

We shall then do our best to replace your product as soon as possible.

PRODUCTS

  Availability

What if one of the products is out-of-stock?

We strive to always be able to answer your product purchase wishes. However, if one of our products were to become temporarily out of stock, it shall be indicated on the specific product page.

In this case, the product shall not be eligible to add to the cart. We recommend adding the product to your wish list via the dedicated “add to wish list” button on the specific product page in order to be notified via email as soon as the product becomes available for purchase once more.

  Size guide

What size collar should I purchase for my pet?

Sizes are measured in centimeters and inches.

Please refer to our sizing guides on the specific product page for guidance. In case of doubt please feel free to contact Customer Care by email under the “Contact us” section or directly by email at customercare@canisstellar.com.

  Product Care

How to care for my leather products?

When cleaning the products, please use a damp and soft-material cloth to remove any stains or dirt. Please keep in mind that due to leather’s unique material characteristics, it is subject to change colour, and soften with time.

  Customization

Does Canis Stellar offer customization services?

We offer different customization services for some of our products. These include:

  • Engraving of your dog’s name on a matching diamond-shaped leather medallion found in our signature Collar & Leash Collection, as well as the Adult Welcome Home Set, and Puppy Welcome Home Set.
  • Engraving of your dog’s initial on the microfiber towel in the Travel and Care Set, Adult Welcome Home Set, and Puppy Welcome Home Set.

If you would be interested in a custom coloured collar, please contact us directly by email at customercare@canisstellar.com.

  Canis Stellar’s Signature Round Box

What is Canis Stellar’s Signature Round Box ?

All your purchases intended as gifts are delivered in our signature yellow round box tied with a satin ribbon.

CUSTOMER ACCOUNT

  Account creation

Why create an account on Canisstellar.com?

It enables you to access your information at any time, from all your devices:

  • Go to your saved cart
  • Update your personal data
  • Go to your order history and download the related invoices
  • Manage your newsletter subscription
  • Get information about your order status

  Forgotten password

What do I do if I’ve forgotten my password?

When on your Canis Stellar account log-in page, click the “forgotten your password?” link. Then, please enter the email address linked to your account, and an email shall be sent to you allowing you to re-set your password.

  Account deletion

How do I delete my Canisstellar.com account?

To permanently delete your account, please contact us directly by email at customercare@canisstellar.com.

If you have any other questions, please contact us directly here at customercare@canisstellar.com.
We are always there to help you with any issues or questions you may have.

Select your currency
CHF Swiss franc
EUR Euro