Policies

Refunds/Replacements

If you receive the wrong item or a mistake was made with your order, contact us for a refund or replacement.

We do not provide refunds if you have provided incorrect information for your purchase. Please double check your customizations before purchasing.

Please read all descriptions and terms properly before making your purchase.

We do not provide refunds for uninformed purchases.

If your item does not arrive within the minimum waiting period, a replacement or refund will be issued. See our Shipping Policy for details on classifying an item as lost. Lost items must be claimed within 10 weeks of purchase, or they will not be refunded or replaced.

If your collar should fail in any way, we require pictures of the failure, and require the collar to be returned to us at your expense in order for a replacement to be sent. Replacements will not be provided until we receive the product. Our products are long wearing but not indestructible. One time replacements will be provided. If your replacement should also fail, we can help suggest a better option for you.

We cannot provide refunds or replacements for lost tags.

Returns

Customized products are not eligible for returns.

Collars may only be returned within 7 days and must be unused and in the same state that you received them in. Contact us to process your return. Refunds for returns will not be processed until we receive the product and can verify that is in appropriate condition.

Shipping

Due to COVID-19, we cannot provide guarantees on shipping times. Delays are to be expected with all mail carriers.

All items are shipped with either Canada Post or Chit Chats. Tracking is only provided on orders with paid shipping.

Free shipping is optional for the purchase of tags. By choosing free shipping, you understand that your order will be sent without tracking information, and shipping updates are not available.

Collar purchases are not eligible for free shipping.

Free tracked shipping is available on purchases over $85 CAD. We do not provide free tracked shipping for any amount under $85.

Items are not classified as lost until the minimum waiting period of 6 weeks has passed.

Cancellations

All Cancellations must occur within 48 hours for refunds to be processed properly. You are welcome to contact us to see if your order has started after 48 hours. If your order has not been started, we may be able to process your cancellation, but cannot guarantee it.

Fulfillment

Orders will be fulfilled within the processing time disclosed at time of purchase. Processing time does not include shipping time. Processing times are subject to change. If actual processing times exceed the listed times, the buyer will be informed and will have the opportunity to cancel their purchase if requested.

Safety

Always supervise your pets while wearing any accessories. We are not responsible for any injury that may occur while wearing our products. Small tags and parts may be choking hazards to small children, or dogs.

Do not let your dog chew on their tag.
Do not attach your leash to the split ring that comes with your tag.
Do not leave your pets unsupervised while wearing accessories.

UPDATED JAN 30, 2021