How do I return an item?


At, there are two things we pride ourselves in: (1) we always try to make sure that the products we sell are well made products, and (2) we try to give really good customer service.

We do not offer refunds -- exchanges only. No Exceptions, and the exchange can only be for a different size in the same product. We do not do substitutions on collars sent for exchange, unless, of course, you can't get the same collar in the size you are needing. You are exchanging for the collar you originally ordered. Shipping charges are NEVER refunded.

Please be sure to use the size chart on the same page as the product you are wanting to order, or call us at 866-790-8934 before placing an order for questions regarding sizing. Exchanges can be easily alleviated this way.

Please check the size charts accordingly as all designers and brands vary in sizing.

You may be able to do an exchange as long as the product you return is in new condition as shown below. Check with us and when you do send a product back it must have an RMA # visible to us when we receive it or it will automatically be returned to you unopened. Do NOT ever send it back to the manufacturer or us without the RMA # unless you get permission from us first.

Returns and Exchanges:
Please note that we cannot cancel an order once it has been placed. If you wish to exchange your merchandise, please see our policy below. Once an order has been filled and you have received tracking information the shipping of the product is out of our hands. At this point, it is in the hands of the United States Postal Service and we have no control over what happens with it then.

Items not allowed for return:
Returns will not be made on the following items:
Personalized items
Special order items
Sale, clearance or discontinued items (products in the Bargain Section)
Any item that is in the Soft Dog Harnesses category.

Some of these are due to health regulations and others are because the manufacturers will not take a return back on these products.

A 20% restocking fee will be applied when doing an exchange and for a second exchange a 50% restocking fee will apply. After that, it will be considered as a new order and the whole amount will be applied.

We reserve the right to refuse a refund or exchange if the conditions below are not met:

Items have been worn, used, washed and/or altered in any way.
Items are not returned in original packaging.
Items that do not have original tags.
Packaged goods have to be unopened and in new, resellable condition
Items containing any pet residue (hair, smell, stains, etc.)
Returned without a RMA # obtained first, and
Returned after 14 days of purchase.

Damaged items:
If an item arrives to you and is damaged in any way, you must contact us within 48 hours of receiving the defective merchandise. At this point, you will be required to furnish your name, and the name of the product that you ordered. We may ask for a photo of the defective merchandise, if necessary.

Defective items (due to size):
We will probably ask you to measure the collar you received in order to figure out if it is indeed defective in size before sending it back to the manufacturer for an exchange. Different collars are measured in different ways. This will depend on the manufacturer of the product.

Instructions for Returns:
Send an email to within seven (7) days upon receipt of the item or call us at 866-790-8934. If we do not answer, please leave a message and we will get back to you as quickly as possible. We normally answer our phone calls in the evenings or on weekends. If you send an email please include the following in your email:
Date of Purchase
Item Number
Your complete name and shipping address

Refunds will not be made. No exceptions.

Upon receiving your email, we will then contact the manufacturer to receive permission from them for you to return the product to them. After hearing back from the manufacturer we will email you or call you and give you the RMA # along with the address to use to return the product to the manufacturer.

No exchange will be made without following these rules. The RMA # is good for seven (7) business days from email sent from or the telephone call you have received from us giving you the RMA #. DO NOT send items back to or the manufacturer without the RMA Number on your package or your return will be refused and/or subject to a 20% restocking fee. Once the manufacturer receives the merchandise and confirms that it is unused and in it’s original condition we will then charge the 20% restocking fee to your credit card as well as the cost of the shipping (you will be paying for shipping both ways but we just charge you for shipping from the manufacturer back to you). We will then order the new product for you.
Please note: If there is an exchange made, the customer is responsible for ALL shipping costs, which includes shipping any item back to the manufacturer, and the return shipping back to you of the new product.