FAQ

 

What is the expected turnaround time after placing an order?

 

Orders are processed in the order they are received. We try to dispatch orders without personalization within 24-48 hours. Currently, our standard lead time is 5-7 business days. Apparel lead time is 3-4 weeks. 

 

What is the recommended method for cleaning collars?

We recommend soaking your collars in water and dish soap for 10-15 minutes, followed by gentle scrubbing and air drying.

 

Is it possible to customize the colour and hardware of a collar?

Unfortunately, customization of individual collars is not currently available. However, we are receptive to suggestions for future colour combinations.

 

My hardware colour is fading, is that normal?

 

Yes, it is normal. We started our brand with the chrome line because we wanted something that would last without fading and any chips from the daily wear and tear would be less visible. As our brand grew so did the hardware finishing options. These are cosmetic and while the hardware itself is built to last and withstand rigorous usage, the finish will eventually fade. The D-ring tends to fade faster due to the friction of your leash clasped to it.

 

How should I measure my dog's neck for the collar?

You can measure your pet's neck at the desired collar placement, whether it be lower or higher. Alternatively, measuring an existing collar can provide guidance. For any concerns regarding personalization placement, please contact us via Instagram DM.

 

What is the best method to contact your team?

For inquiries before, during, or after placing an order, we encourage you to reach out to us via Instagram, where we actively monitor direct messages. Email communication is also available.

Please note that we do not regularly monitor Facebook messages.

 

International Orders

We ship from Ontario, Canada some international orders may have customs and duties fees which you will be responsible for. These fees are based on your country’s import guidelines/rules.

 

I did not receive my order

All orders have a tracking number if it indicates that there is a delay or lost package I recommend you reach out to the courier. As the shipper, we are unable to launch investigations for misplaced packages. We ship via Canada Post.

 

 

Do you offer collaborations or free products for content creation?

While we appreciate your interest, we respectfully decline collaboration requests. We take pride in our loyal customer base and the authenticity of the reviews and content shared by our ambassadors, who genuinely use and support our products daily.