FAQ
Frequently Asked Questions
What is the expected turnaround time after placing an order?
Orders are processed in the order they are received. Non-personalized items typically ship within 24–48 hours. Our standard lead time for personalized items is currently 7+ business days, while apparel has a lead time of 3–4 weeks.
Do you restock items once they’re sold out?
Restocks take time, planning, and intention. In our early years, we often sat on large amounts of inventory; money spent with no guaranteed return. As our business evolved many of our products sell out quickly, and we don’t always restock everything to leave room for new products.
What is the recommended method for cleaning collars?
Soak the collar in a mixture of water and mild dish soap for 10–15 minutes. Follow up with gentle scrubbing and air drying.
Is it possible to customize the colour and hardware of a collar?
At this time, we do not offer individual customizations. However, we’re always open to feedback and love hearing your suggestions for future colour and hardware combinations.
My hardware colour is fading—is that normal?
Yes, fading is normal, especially with daily use. We launched our chrome hardware line specifically for its durability and subtle wear. Over time, finishes like black, gold, or rose gold may fade especially the D-ring, which experiences regular friction from leash clips. Rest assured, the hardware remains structurally strong and reliable.
How should I measure my dog's neck for a collar?
Measure your dog’s neck where you’d like the collar to sit (high or low on the neck). Measuring an existing well-fitting collar can also help. If you’re unsure about personalization placement, feel free to DM us on Instagram for guidance.
What is the best method to contact your team?
Instagram DMs are the quickest and most reliable way to reach us. We also respond to emails sent to our business inbox. Please allow up to 24 hours for a response during our regular business days. We are offline on weekends.
Heads up: We’ll be away from July 6th to July 13th. During this time, messages and emails will not be monitored.
International Orders
We ship from Ontario, Canada. For international customers, please be aware that customs or duty fees may apply based on your country’s import regulations. These fees are the responsibility of the buyer.
I didn’t receive my order—what should I do?
All orders are shipped with tracking. If your order is delayed or appears to be lost, we recommend contacting the shipping carrier directly for updates. As the shipper, we are not able to initiate lost package investigations.
Do you offer collaborations or send out free products?
We don’t currently offer free product collaborations. We value genuine, long-term support and prefer to work with ambassadors who are truly invested in our brand. The content you see from them is authentic, unpaid, and based on real experiences with our products.