FREQUENTLY ASKED QUESTIONS
Looking for more info about one of our products, services, or a pending order? Check out our list of frequently asked questions below for some quick answers. If your question isn’t answered here, get in touch at and we’ll be happy to help.
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Premade Collection items will ship in approx. 3-5 business days. This includes Premade Collection collars, fringed flannels, bandanas, waste bag holders, DogDog Zen, and Pawthentic Threads items.
Design Your Own items take approx. 5-6 weeks for creation prior to shipment. If your order contains both premade and Design Your Own items, the entire order will ship together in 5-6 weeks once all items are completed. Please note that while I do my best to stick within quoted turnaround times, I am a one-woman show - my timelines are approximate and will vary slightly depending on current order volumes. I regularly post my current order schedule on Instagram stories if you would like to keep an eye on where your order is at in the queue!
You will receive a notification message once your order is completed and shipped.
Unfortunately we are no longer able to offer local pickup from our new location in BC, however orders over $175 to Canada and the US are eligible for free shipping! Orders must subtotal $175 before taxes/after any discounts have been applied in order to qualify. Due to size and weight, our Nourish Stoneware Bowl Sets are excluded from the free shipping offer.
WHAT DO THE STYLE NAMES MEAN?
All of our collar styles have names to help differentiate them. Here's a handy guide!
Halfling - 5/8" buckle collar
Elessar - 1" buckle collar
Undomiel - 1.5" buckle collar
Rohirrim - standard weight martingale collar
Hornburg - heavy duty martingale collar
Osgiliath - o-ring collar
QR - quick release
BT - biothane
All items will also mention width and material type in the listing descriptions.
HOW DO I DETERMINE THE RIGHT SIZE FOR MY DOG?
Most dogs will wear a collar sized 0.5-2" larger than their snug neck measurement depending on body build, fur length, and personal preference for fit. All collar measurements listed are in inches, and are measured when the collar is unbuckled and laying flat on a tape measure. For tips on how to size your dog, please visit the Sizing Tips blog post.
CAN I REQUEST A CUSTOM SIZE IN THE ORDER NOTES AT CHECKOUT?
Currently, items are not available in custom sizes outside of our normal stock size range.
DO YOU TAKE CUSTOM ORDERS?
To customize the colour combinations and hardware finishes on your item or order from our expanded sizing, visit our Design Your Own section. DYO ordering is offered on a limited basis throughout the year as volume allows. Customizations outside of what are available through the Design Your Own section (ie. size, name personalization, etc.) are not available at this time.
WHAT IS YOUR RETURN POLICY?
Returns are accepted on unworn/unused stock merchandise in original condition with tags attached for 14 days after receipt. Please note that items are no longer eligible for return or exchange if the original tags have been removed. Design Your Own items will be subject to a 20% restocking charge. Return shipping is at buyer's expense.
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. All required shipping to/from our workshop for collars to be repaired is at buyer's expense. 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.
For more information on how to proceed with a warranty repair, please visit Hardware Warranty & Repair.
Because leather is a natural, porous product, the colour and texture will change. This is normal, and will add to the rugged look and feel of buying an item that is made from real leather. Over time each item will develop a character and look that is truly unique - the collar's appearance and feel will change and grow with each new adventure. The degree and rate of change will vary from piece to piece, as it is affected by environment such as exposure to moisture, conditioning and care products, and even your dog's own unique hair and skin oils. No two collars will age in exactly the same way. The colour change will be more prominent in items made from lighter colours of leather such as natural tan, yellow, or teal. If you wish to preserve the true colour longer, remove the items before swimming or exposing to moisture. Despite any colour changes, the integrity and durability of leather will remain for many years when properly cared for.
For more information on leather wear and care, please visit A Bit About Leather.