Dogs (and the elements) can be hard on their gear, and while we do everything we can to ensure we are only sourcing quality, durable materials - sometimes life happens, and things break! The safety and well-being of you and your dog is our number one priority which is why all metal hardware components are warrantied against breakage for the life of the collar. In the rare event that a metal component fails, it will be repaired free of charge or replacement hardware will be mailed where possible.
So you've experienced a hardware issue, now what?
Step 1: Email firstname.lastname@example.org to let us know you will be sending your item back for repairs.
Step 2: Send your collar to the DogDog Goose workshop:
PO Box 462
Please include your name and contact information in the parcel so that you can be notified when the item is completed or contacted if there are questions regarding your item. It is recommended that tracked shipping be used for sending items back for repair. **International Customers: Please mark your packages "return of goods" on any customs documentation to avoid the shipment incurring import taxes upon arrival to the workshop. All required shipping for collars to be repaired is at buyer's expense.
Step 3: Purchase return shipping for your item to be used when your collar is ready to be sent home to you! Using this link, simply:
- Add the no-charge "Repair" item to your cart. Your subtotal before shipping & checkout will be $0.
-Next, choose your desired return shipping method at checkout prior to payment.
As soon as your item repair is completed and you have purchased return shipping your item will be sent home to you. You will receive an email notification with tracking information when it is on its way.
For Non-Warranty Repairs or Resizing Work:
Some repairs are not covered by warranty (chewing of biothane or leather, etc.), however we are still happy to repair these items and give them new life! We can also resize an item if your pup didn't grow as much as you thought or they grew out of an existing collar. Simply follow the same steps as above, but choose the "Resize" or "Non-Warranty Repair" option before adding the item to your cart. Resizing and non-warranty repair work are $10 per item.
Please note that the finish on plated metal hardware components can wear with use and change colour over time - this is normal and not covered by the hardware warranty. For safety purposes, dogs should always be supervised while wearing collars and all fittings should be inspected regularly.