I want you to be happy with your order, and customer satisfaction is a priority for me. That said, all items are custom-made to your specifications when I receive your order. I will accept returns when possible, but custom items are subject to a 10-15% restocking fee. This will be deducted from the return amount.
Items that are returnable without the restocking fee include: fabric and eco canvas collars, single color biothane leashes, and 1" width standard biothane collars (without layers).
Items that are eligible for return and subject to the restocking fee include: all other biothane items (layered, crystals, slips, two toned leashes, etc), camera straps, wristlets, and more. These items are specially made for you and will be harder for me to sell upon return, thus the restocking fee. The restocking fee will be sent to you via invoice, if applicable, and this fee will be communicated to you once you initiate the return or exchange process.
Items that are ineligible for return include: ready to ship sale items, biothane items with nameplates, metal stamped ID tags, biothane items that are fixed sizes (non-adjustable). That said, please please measure your pet carefully and DM me with any sizing concerns at the time of order so we can work together to ensure a good fit.
A return must be requested within 14 days of receiving the item, and the item must be mailed back in new/unused condition. Buyer is responsible for the shipping back to me, and the return value will exclude the original shipping cost of mailing the item to you, and the payment processing fee. Please request the return using the form below.
If the sizing error is my fault (i.e.- I misread the order or mixed two orders up), I will send you a new item, no cost to you.
If you need an exchange, the restocking fee will be waived if it is a like for like exchange and the only thing changing is size. Return shipping is still the buyer's responsibility, but I will cover the cost of shipping the new item to you, if it can be done using First Class Mail.
The restocking fee may still apply for items that are customized for many colors, crystals, or layers (essentially anything that will be difficult for me to re-sell). An invoice will be sent for the restocking fees if applicable, and this fee will be communicated to you once you initiate the return or exchange process. Each return or exchange is handled on a case by case basis.