Terms & Conditions
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.
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
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.
We try to make sure 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.
WE DO NOT ACCEPT RETURNS OR EXCHANGES ON THE FOLLOWING ITEMS:
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.
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.
+ 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
We do not offer returns or exchanges on SALE/READY-TO-SHIP 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.
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 dog, 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.
+ We ship domestic packages via USPS or UPS, and also worldwide via USPS mail. If you need a quote for a different mail carrier for your region (such as FedEx or DHL) or a different type of service (such as UPS Express) please contact us before checking out and we can provide an updated shipping quote for you.
+ Our standard shipping is USPS First Class, which takes 1-5 business days for domestic addresses and 1-4 weeks for international addresses. First Class mail includes tracking information to addresses within the United States, Canada and some other select countries. First Class mail does not include shipping insurance; as such, we strongly encourage all of our customers to elect to have their packages covered by shipping insurance, which is available at checkout.
+ Under normal conditions, domestic USPS Priority Mail and UPS take 1-3 days for domestic addresses and includes tracking and $100 of insurance in the event your package is damaged or lost in the post. USPS International Priority mail typically takes 6-10 business days under normal conditions. USPS International Priority mail includes insurance up to $200 in the event your package is damaged or lost in the post. This method of shipping also includes tracking until the package leaves the United States. Dependent upon the country of destination's mail system, it may also include tracking up to delivery. It is the responsibility of the buyer to determine if tracking information is available to their international destination.
+ Sloppy Chops Co. is not, under any circumstance, responsible for lost, stolen or damaged packages. Shipping and shipping insurance is a service purchased from a third party provider and subject to their terms and conditions. Once a package is scanned into a mail carrier's system, it becomes the property of said provider and we cannot be held liable for lost, damaged, stolen or misdelivered packages. Every effort is made to offer a variety of options to protect your package from theft, damage and loss, and we highly encourage their utilization. Sloppy Chops Co. does not provide free replacements if an unexpected event occurs to your package once it ships and is out of our physical possession.
+ International Customers: Please understand that you are responsible for any duties and customs charges that may be incurred. Duty fees are charged by and paid to the destination country and cannot be estimated or paid by Sloppy Chops Co. We are not able to alter documents so one may avoid customs fees. If a delivery is refused and/or duties are not paid, incurred shipping charges and expenses cannot be refunded (customer pays for all expenses to return order back to Sloppy Chops Co.). In most cases of international delays, the package is being held in customs so call your local post office with your customs form #.
+ Please secure your package appropriately if sending items back to us for return/repair/exchange. It breaks our heart when a package is not sealed properly, opens during delivery, and an empty envelope arrives at our doorstep. Unfortunately, we cannot replace these items that went missing without cost.
--If you are concerned regarding the delivery of your order, please check the tracking information and confirm that the address submitted is correct. You may also want to check if there are service disruptions present for your area. If your order's tracking number has stopped updating, feel free to contact us and we can file a Missing Mail Search.
For all orders, if tracking information indicates your package was delivered, but went missing, Sloppy Chops Co. is not responsible for your package, but we would like to help and do have tips that we hope can be helpful for you:
+ Check with other household members and neighbors to see if they received your package
+ Check with your apartment management office or doorman to be sure they are not holding it for you
+ USPS and UPS use GPS scanners and they should be able to tell you the location of the postman when the package was scanned as "Delivered".
+ If you suspect your package was stolen, please file a “theft report” with the Postal Inspector which will require that you sign an affidavit regarding the missing/stolen package.
+ If you opted to purchase shipping insurance, you may contact us and we would be happy to help you file a claim.
+ If, for any reason, a package is returned to us we will contact you to alert you and make arrangements for reshipment. All returned packages will be held for a maximum of 90 days.