Lifetime Guarantee & Repair Policy
All of our collars and leashes are individually made-to-order, by hand, with the highest quality materials and made to be well-loved and lived in. As such, we are proud to guarantee our gear against defects in materials and workmanship.
WHAT IS COVERED?
All products made by Sloppy Chops Co. are backed by a Lifetime Guarantee, which fully warranties them against defects in materials and workmanship for the life of the product, or for as long as the product is owned by the original purchaser, whichever is shorter. Should any buckles, snaps, rivets or d-rings fail, we shall repair them at no charge. We shall also replace any loose or broken spots and crystals. All repair requests must have submitted a repair form prior to sending in their item. We will be in touch within 48 hours to verify your repair. We may ask for you to send us photos of the damaged product beforehand.
Cleaning services are not included in your item's repair. We understand that your item has likely been well-loved during its lifetime and as such, we do kindly request that any items sent in for repair should be cleaned prior to shipping.
We are happy to perform repairs at no cost to the customer that are deemed to be due to a defect in materials or workmanship, but we do ask you to cover shipping costs to and from our shop. All items should be mailed with a tracking number. Purchase of shipping insurance is at the discretion of the customer. Sloppy Chops Co. is not responsible for packages lost or damaged by the shipping carrier.
HOW LONG WILL MY REPAIR TAKE?
Depending upon the complexity of your repair, the timeframe can vary, but most repairs are finished within 3 to 7 days from the date return shipping is paid. For more complex items, it may take up to 2 weeks.
This guarantee does not cover normal wear and tear, damage caused by your pet, natural breakdown of material, or any other event beyond our control.
Examples of normal wear and tear would be considered general wear over time due to normal use, such as scratches or dings on studs, embellishments or nameplates and/or the natural aging of hardware, including scuffing or any color changes. Corrosion of nickel or black hardware is not covered by the warranty, nor are changes to crystal finish due to water exposure.
Examples of damage caused by your pet would be material that has ripped or hardware that is broken or bent due to undue stress, such as a collar/leash used to tether a dog, items that have been chewed by your dog, or items that are ill-suited to a particular size/breed of dog. Our collars and leashes are not designed to be used as ‘tie out’ gear or to be left on animals while unattended. Damage caused by using any of our products to tether a dog to anything other than a person will not be covered under our guarantee. This includes undue stress that leads to bending and warping of snaps.
Biothane and leather material do both naturally age and wear over time. Examples of the natural breakdown of material for Biothane would be a decrease in material pliability over time. Biothane is a man-made PVC product and as such, additives are included in the manufacturing process which make the material soft and flexible. A combination of abrasion, sunlight, heat, cold, oils from the dog, water, time, and other such various environmental exposures, will eventually work out these additives, decreasing the flexibility of the material over time, and perhaps even lead to cracking.
Leather is the natural product derived from the skin of an animal, so scars, insect bites, creasing and other natural markings are considered a feature of the material. With use and proper maintenance/conditioning, leather products will get softer over time, and as such, can stretch as a part of normal use. Leather will also show natural signs of wear from use and aging, such as scratches and darkening. These attributes are considered as normal for the material and are not considered a defect.
If a product has been damaged due to normal wear and tear, natural breakdown of material, damage caused by your pet, or other such event beyond our control, we shall provide a quote for the cost of repairs/replacement. We shall not complete any repairs prior to client authorization. If repairs are not authorized, return shipping will be at the cost of the customer.
Sloppy Chops Co. is not to be held liable for any damages whatsoever, including but not limited to: defect in material or workmanship, misuse or improper use of products, accident or death regardless of the cause, negligent or faulty design. Each consumer is responsible for determining the suitability of all Sloppy Chops Co. products for their individual situation and needs. The consumer accepts all responsibility by purchasing and/or using these products. Please always check all of your gear before use, whether made by us or anyone else. By ordering from Sloppy Chops Co., you agree to our above-stated terms.