Below you will find answers to the questions we most commonly hear. If you still have a question that isn’t addressed below, please contact us and we will help you!
Frequently Asked Questions
and Warranty and Shipping Policies
All of our collars are designed to fit a range of neck sizes. Simply measure your dog as shown in the graphic below and then order the appropriate sized collar. Because no two dogs are alike, we highly recommend that you tell us your dog’s exact neck size in the comments section of your order so that we can ensure that the collar is a perfect fit. If your dog’s current collar fits perfectly and you wish to use that measurement, simply measure your collar as shown in the graphic below!
Of course! We want you to absolutely love your collar, so we will be more than happy to customize it for you. Simple changes, such as selecting a different hardware style or hair-on hide color, can be specified during check out. If you are unsure about whether the changes you want are ‘simple’ or not, please don’t hesitate to contact us at firstname.lastname@example.org!
Of course! If you want a truly unique collar for your beloved pup, we will be more than happy to create that for you. When working with you to create a custom collar, we will first supply you with a full color concept illustration once we have received your description. You can then request changes/adjustments as needed. Once you approve your concept art, we will go ahead with production!
Don’t know what you want, exactly? That’s totally fine! We can work with you to create a design that you will love! Simply send us a photo of your dog, his/her neck size, and a general theme that you would like and we will create a design concept that works perfectly with your dog’s coat color and length.
Each collar is made to order, so due to the extensive time that goes into each piece, we do not accept returns. However, we want you and your dog to love your new collar, so if you find that it’s not just right, we will gladly exchange it for you as long as the collar is still new and unworn. To help reduce the likelihood that you will need to exchange a collar, we recommend that you double check your measurements to ensure that the collar will fit your dog properly. If you need help with sizing please don’t hesitate to contact us!
For those who are ordering a fully custom designed collar, we can not accept exchanges due to the unique nature of your product. For this reason we will make sure that you absolutely love your design before we proceed with production.
If you need to cancel your order for any reason, you must do that within 24 hours of placing it. Once we have started production on your collar we can no longer cancel your order.
We accept all major credit and debit cards via Paypal.
Because each collar is hand made to order, please allow 2-3 weeks from when your order is placed until when your collar arrives in your hands. If you need your collar by a specific date, please order in advance and we will do our best to accommodate you. We are generally pretty good about working to meet tight deadlines. We also offer expedited and overnight shipping for those who simply can’t wait to get their collar!
While no product is indestructible, we build all of our collars to the highest standards and as a result each collar comes with a lifetime warranty when used under normal conditions. Should something break or a stud falls off, simply send your collar in and we will repair or replace it. Our free warranty repairs do not cover accidents such as your dog chewing up the collar, however we understand that these things do happen and will gladly repair or replace your collar for a fee if you find yourself needing this type of repair. Exposure to water can darken leather over time, so we recommend removing your dog’s collar before swimming to help it maintain it’s color, although we’re also quite biased towards the rustic ‘worn in’ look! Collars that have excessive exposure to water or abrasives (such as rolling on concrete) are not covered under our warranty as this is considered normal wear and tear.
Our leather collars are quite hardy and will put up with a fair share of abuse with minimal care needed. To clean your collar, simply wipe it down with a lightly damp cloth. We recommend using leather conditioner to keep your collar soft and moisturized. For our hide-on accent collars, we recommend gently brushing out the hide with a soft brush (tooth brushes work great) if it gets dusty. Simply follow the direction of the hair growth. If the collar gets wet, simply blot the hide portion dry.
We ship our collars via USPS Priority Mail service. Your collar should arrive in approximately 1-3 days for orders within the United States, and 2-3 weeks for international orders, depending upon the customs in your country. If you are an international customer and need it faster than that, we can arrange for expedited shipping via UPS or DHL for an additional cost.
Please note, we are not responsible for lost or stolen packages. We will do our best to locate your package in the event that it goes missing, however. Customs fees for international orders are the responsibility of the buyer.