⫷ FAQ ⫸
➳ How long will my order take to make?
This information is noted on the bottom of our product pages and in the email sent to you, confirming your order.
Our lead times for completing + dispatching your order [not including postage time], are typically:
Simple designs [no add-on's]: typically up to 5 business days;
Designs with hand stitching + painting [inc freckels + Add-On's] + Harnesses: typically between 5-15 business days.
However these timeframes may be a little longer over October, November and December, when it is busier.
We always aim to get orders completed + in the post to you ASAP.
➳ Can you tell me when my order will arrive?
Your tracking reference is sent to you once your order is ready for shipping - once it is in the hands of Australia Post, it is in their control and subject to their current processing speed. The tracking reference will be sent to you via email from us, + Australia Post, once the label is printed. To get an idea of when you should expect to receive delivery of your order, please use the tracking reference you have been provided and check it on the Aus Post Tracking Tool: https://auspost.com.au/mypost/track/#/search
If the parcel seems to have stalled, contact Australia Post: https://auspost.com.au/help-and-support to ask for an expected ETA. You will need your tracking reference for this.
If you don't already have one, you can set up a free Australia Post 'MyPost' account and it will automatically send you updates for your deliveries. You can sign up here: https://auspost.com.au/auth/invite. You can use your account to manage your deliveries, including changing delivery address, after your order is in transit.
Our full Postage Policy can be found HERE.
➳ What do I do if my order is delayed, lost or damaged in transit?
We are more than happy to help you with this, however the first step you need to take, is to check the latest tracking information of your parcel. You should then contact Australia Post directly about the issue. There will be information required, which we cannot confirm with them.
If the parcel is delayed, an enquiry is usally enough to get that parcel moving again. Keep an eye on it but if it doesn't start moving or it never arrives, contact Australia Post again and query if it is lost.
If the item is damaged, do not throw out the outside packaging - Aus Post will ask to see this as well as the damaged item.
If Aus Post has either deemed the parcel lost or damaged and eleigible for replacment, they will require us to contact them. Please let us know when we need to contact them.
If you are querying a delivery which didn't make it into your hands, you should also first, log-on to your MyPost App - if you don't have it, download it! Add the relevant tracking details to your list. You *should* be able to access an image of the delivery location if the parcel was "left in a safe space" for you, at your home. Australia Post will "always capture a photo as proof of delivery if no one is home to accept the parcel", according to their website. If the "safe space" is NOT your address, does it look familiar? We have heard that the image the delivery person captures has a gps tag however you need to physically go into the post office and put in a request for this information [which may need to come from the delivery centre] - it can not be obtained via any online chat, phone call or email support with Australia Post.
Contact Australia Post here: https://auspost.com.au/help-and-support
➳ How do I care for my items?
You can find care instructions for your items HERE. We strongly recommend that you follow these to prolong the life of your items. It also shows you how to free up swivel clips once they are full of sand/dirt!
➳ How do I measure my dog's neck/chest for a collar?
We have set up guides to help you get the correct measurement, HERE. We can't stess enough, do not measure your dog's old collar. Every collar is made differently and has different allowances so this number, generally, will not work!
➳ Haaaaaaalp! You sent me the wrong size/colour/someone elses order...
🤦♀️🤦♀️🤦♀️ We are so sorry - it occasionally happens. Sometimes I think I'm killing it here, getting orders out and I've just misread the order, while I was trying to be super productive.
Just flick us an EMAIL from this link. Please send us a photo of the item so we can see what we've done. Any collars can be laid flat with a ruler or measuring tape next to it please!
➳ Oops, I made a mistake with the measurement I provided you!
Unfortunately we do not offer exchanges due to each items being handmade for your order. We can try and alter your item for you - just print out this FORM and include with your return. We will then alter the item when we get a chance.
Otherwise, we find that, for leather items, most old school shoe repairers are very nifty and can probably help you out more quickly and cheaper. My advice: try to avoid the chain/franchise shoe repairers.
We have also uploaded a little guide on trimming your collar at home HERE.
➳ What is the difference between your standard leathers and bridle leather?
All of our leathers are full grain, vegetable tanned, hides. The regular leather we use is a fraction thinner It will besuper comfy sooner. The bridle leather is a firmer leather which takes a little bit longer to mould to your pooch but will retain more structure over the years. Both leathers will last years and years if you condition them every now and again.