Welcome to our FAQ section! Below you will find answers to the most frequently asked questions. If you have any additional questions, please don't hesitate to contact us.
Order Processing & Shipping
How do I track my order?
You will receive an order confirmation with a link to your order status page. Once your item is complete, the order status page will update with the tracking information and you will receive a tracking notification. Most orders process within 7-10 business days. If you have a question about your order during the processing window, please don't hesitate to reach out.
How long will my order take to arrive?
Our dedication to crafting each item to order means that your special piece might take up to two weeks to create, depending on the season. For holiday orders, like Christmas, which tends to be our busiest time, we advise planning ahead and allowing a minimum of 3 weeks to ensure sufficient time for production and shipping.
When will my item(s) ship?
Efficient order processing and shipping are our priorities. Once your order is complete, we promptly prepare it for shipment and provide you with an email confirmation containing a tracking number. Ground shipping typically takes 4-5 business days, international shipments can take 2-3 weeks or more.
What are your domestic and international shipping options?
Our default shipping method is USPS ground, but if you require expedited delivery or have inquiries about processing times, feel free to reach out to us. For our international customers, we offer USPS and DHL Express options.
Please keep in mind that successful and timely delivery relies on our shipping partners, and while we strive for punctuality, occasional delays can occur. Kindly consider adding extra time to your expectations to account for potential hiccups in the delivery process.
Will I be charged a customs duty?
Please be aware that customs or import duties are applicable once your parcel arrives in its destination country. The responsibility for settling these charges lies with the recipient of the package. Regrettably, we cannot assume responsibility for customs duties, lost/stolen packages, or potential customs-related delays.
Why can't you produce items faster?
Your understanding is truly valued! Please know that the personalized touch we offer requires a bit more time. Despite our investment in equipment aimed at expediting the process, the inherent craftsmanship of our products means they are made to order. Your patience is greatly appreciated and helps us deliver the exceptional quality you expect.
Why didn't my order arrive?
Occasionally, delivery hiccups do occur, and we genuinely share your disappointment when they do. Once your order leaves our premises, its safe and prompt delivery is entrusted to our valued mail carriers. Unforeseen circumstances and weather-related challenges can occasionally lead to delays.
Should you encounter any difficulties in receiving your items, please don't hesitate to reach out after 5 business days and we will work with you to file a lost package claim.
What is your return policy?
Ensuring your satisfaction is a top priority for us. Should you find yourself unsatisfied with your item, kindly reach out to us within 5 business days to initiate an exchange or return process. If the item is defective or if we made a mistake, we will gladly send a replacement to you right away. If you wish to exchange an unused and unworn item that has not been personalized or customized, please reach out to us via our contact form.
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General Returns/Exchanges: For returns involving unused and unworn items that have not been personalized or customized, kindly get in touch, and we will provide you with a return label. Upon the item's arrival at our facility, a refund will be processed using your original payment method, with a $7 processing fee deducted.
- Fi-compatible collars are made to order. If you ordered an incorrect size, we offer an adjustment service for $20 which includes shipping and materials. If you would like to exchange your collar for another item, please reach out to us via our contact form and we will provide you with a return label. Upon the item's arrival at our facility, a gift card will be emailed to you, with a $10 processing fee deducted.
Your happiness with your order is important to us, so if any concerns arise, please don't hesitate to get in touch.
Regrettably, we are unable to accommodate exchanges or returns for personalized or customized items.
Fi-Compatible Collars
Return/Exchange Policy
Fi-compatible collars are made to order. If you ordered an incorrect size, we offer an adjustment service for $20 which includes shipping and materials. If you would like to exchange your collar for another item, please reach out to us via our contact form and we will provide you with a return label. Upon the item's arrival at our facility, a gift card will be emailed to you, with a $10 processing fee deducted.
Can you turn my Series 2 Collar into a Series 3?
Unfortunately, we cannot modify existing series 2 collars.
Do you sell links individually?
We do not sell links indiviually and all Fi compatible collars come as a set.
Can you make a custom size?
Yes! If you need a custom size, feel free to reach out to us.
Bandanas
I forgot to add my dog's name /or/ I need to make a change!
Don't worry! If you need to make changes to your order, simply send us an email with your order number and the details of what you'd like to modify or add. As long as we haven't started production, we'll do our best to accommodate your request.
What are your bandanas made from?
Our bandanas come in two fantastic options:
- Scoop Neck Bandanas: Crafted from a lightweight polyester twill fabric, these bandanas are printed in-house, maintaining the same classic cut and construction.
- Cooling Bandanas: Our new cooling bandanas feature a triangular shape and are printed on a quick-drying knit scuba fabric, making them ideal for water adventures. They come single-sided and are neatly finished with a serged hem.
How do I clean my bandana?
Caring for your new bandana is a breeze! As there's no vinyl involved and the design is printed directly onto the fabric, feel free to wash the bandanas and even iron them if necessary. For best results, machine wash in cold water, then lay flat to dry. If you decide to iron, a medium heat setting is ideal.
Will the bandana wrinkle?
Our new bandana material is designed to resist wrinkles, making it perfect for all your adventures with your furry friend. Feel free to toss it into your pup's bag without worry!
Is the design printed with vinyl?
Nope! We take pride in professionally printing all designs directly onto the fabric, ensuring a vibrant and long-lasting look for your beloved bandana.
Can you do custom designs?
With our in-house printing capabilities, we can bring most designs directly onto the bandana. While we're passionate about custom creations, please note that our capacity for custom bandanas is limited. If you're interested in a unique design, please reach out to us via email for further details.
