POLICIES
Returns & Exchanges:
Due to all products being made to order, we unfortunately do not accept returns or exchanges. Depending on the circumstance - such as wanting to switch biothane colors, hardware color, etc, a repair option may be available for a fee.
Due to all products being made to order, we unfortunately do not accept returns or exchanges. Depending on the circumstance - such as wanting to switch biothane colors, hardware color, etc, a repair option may be available for a fee.
Gear Sizing:
Please ensure that any measurements of your pet are as accurate as possible before placing your order. For collars, the size provided must be based on neck size per each listing. If you happen to have a sizing error, please contact us to see if a resize option is doable. Resizing fees may apply.
Shipping:
*The most up to date processing times are always listed at the top of our website*
Once orders are fulfilled and handed to the post office, we no longer have control over what happens en route to your destination. We are not responsible for delayed, lost, stolen, or damaged packages once it has left our facility. It is your responsibility to get in touch with the carrier regarding your package.
*The most up to date processing times are always listed at the top of our website*
Once orders are fulfilled and handed to the post office, we no longer have control over what happens en route to your destination. We are not responsible for delayed, lost, stolen, or damaged packages once it has left our facility. It is your responsibility to get in touch with the carrier regarding your package.
Order Issues:
Please make sure to inspect your order upon receiving it, and contact us immediately (within 3 days) should any issues affecting the functionality of the product occur.
Please make sure to inspect your order upon receiving it, and contact us immediately (within 3 days) should any issues affecting the functionality of the product occur.
As all items are handmade, fabric placement of products may vary slightly as no two products will ever be identical.
Repairs:
Although our products are made with high quality materials, wear and tear can happen - in which your hardware may need to be replaced. We will repair any hardware defects within one year of purchase, however this does not include damage caused by your pet or misuse to the product.
If your hardware is broken, we will repair it free of charge, however we WILL NOT cover the shipping costs to do so. Approved repairs will need to be sent back to our shop in order to reuse the remaining workable components of the product. All shipping costs (to/from our shop) must be paid by the customer. *Invoice and return label will be provided for easy accessibility.
Should you need assistance with a resize or repair, please contact thecaninethreads@gmail.com to begin the process.