Returns & Exchanges
We encourage all of our customers to familiarize themselves with our return/exchange policy prior to purchase. If you have any questions or concerns, please do not hesitate to reach out prior to purchase.
SHIPPING
All shipping costs related to the return or exchange of items are the responsibility of the purchaser. We do not cover shipping charges on returns or exchanges for any reason (unless we mistakenly sent you an incorrect or defective item; in that case, please let us know). Do not forget to include a slip of paper in your return/exchange envelope with your name and order #. For exchanges, please allow usual processing time for a remake of your item. Tracking information will be emailed to you when a shipping label is generated.
CONDITION OF GOODS
Any eligible items returned to us must be in brand new condition. Items received for return or exchange that have been broken-in, are scratched, dirty or damaged will be offered to be shipped back, at the expense of the buyer, and no refund or exchange shall be given. There are absolutely no exceptions to this policy.
COLOR
We try to ensure that all pictures are as accurate as possible, but please understand that there may be color variations from screen-to-screen, lighting, etc. We offer our Denali Color Wheel so you may examine colors in person prior to purchase. As such, we do not make any exceptions to our return/exchange policy due to color.
All of our collars and leashes are individually made-to-order, by hand, and not mass produced. We create every collar and leash to each person's order specifications, including not only color, but also size, material width, hardware finish, etc. Due to the significant amount of personalization available during the design process, and also the time-intensive nature of crafting made-to-order items, we are unable to issue full refunds on any of our products. Please double check all order selection details (including measurements according to our sizing guide) before ordering and confirm your selections on your order confirmation email.
- If you would like to EXCHANGE an item, a 25% remake fee will apply
- If you would like to RETURN an item, a 40% restocking fee will apply
- All remake and restocking fees shall be based upon the original retail price of the product, prior to the use of any discount codes
WE DO NOT ACCEPT RETURNS OR EXCHANGES ON THE FOLLOWING ITEMS:
EMBELLISHED GOODS
Due to the cost of time and materials, we do not accept returns/exchanges on ANY collars adorned with crystals, studs, spikes or spots. All sales are final. Please be sure to double check your order details before placing your order, including collar size, color and hardware/embellishment selection. Do not hesitate to contact us prior to placing your order if you have any questions.
LEATHER GOODS
Due to their extremely time-intensive nature, we do not offer returns or exchange on any leather goods. All sales are final. Please be sure to double check your order details before placing your order, including collar size, color and hardware/embellishment selection. Do not hesitate to contact us prior to placing your order if you have any questions.
CUSTOM/PERSONALIZED ITEMS
+ We do not offer returns or exchanges on items customized with upgrades from our Add-Ons/Upgrades section
+ Any items made to a custom size or with specialized hardware are considered custom and not eligible for return/exchange
+ Personalized items would be any item with a nameplate attached or altered in anyway to include personal information
SALE ITEMS
We do not offer returns or exchanges on SALE/READY-TO-SHIP items
CLOTHING ITEMS
+ Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received.
+ We do not refund orders for buyer’s remorse or size exchanges.
For items eligible for return or exchange, please contact us within 7 days of receipt of product, and mail the product back to us within 14 days of receipt of product. We do not accept returns or exchanges after this time period.
For all returns/exchange requests, you must complete our Return/Exchange Form prior to mailing back your item. We will be in touch within 48 hours once your form has been submitted. Please do not mail items back to us until we have discussed your return/exchange. All items for return/exchange must be postmarked back to us within 14 days of delivery of products. We do not accept items postmarked after this time period.