FAQ

Questions? Let's talk.

PRODUCTS:

1. How do I measure my dog's neck?

The easiest way to get your dog's measurements is to measure their existing collar, if they have a flat collar (not a slip or prong collar as they will sit at a different area of the neck.) Keep in mind not to measure over any areas of the collar that overlap, such as the area of the clip that clips into the collar on the opposite side. 

For neck measurements, we suggest measuring mid-neck - directly in the middle of their neck. That means right between where their shoulders stop and their ears start. Ensure you are using a measuring tape and that the tape is completely straight all around the neck, and that your dog is standing straight. For more images and help with sizing, please visit our size guide

2. Are your collars adjustable?

All of our collars in shop are adjustable and you'll find the smallest - largest size settings beside each size under each product. Because our products are geared towards large dog breeds, keep in mind that our S/M/L doesn't reflect most mainstream size guides. We do not make products for XS - S dog breeds. 

3. What if it doesn't fit?

We understand that even when measuring, sometimes things may just not fit. To counteract this, we advise contacting us prior to ordering if you're in between sizes or want to ensure the best fit - ESPECIALLY if you are customizing a product. We can't return or exchange any customized collars, but if your product is without customization and unworn you can send it back to us for an exchange. You can find out more in our returns and exchanges policy. 

We try our best to align the customization provided so that the adjuster doesn't sit over the name or text chosen, but unfortunately we can't fit your dog in real time (trust us, we wish we could) and cannot provide any guarantee that the adjuster will or won't affect the name placement. 

4. What's the difference between a Vinyl or Embroidery customization?

Embroidered customizations are stitched into the collar. Vinyl customizations are pressed on to the collar with a heat press. Embroidery lasts longer than vinyl customization, but vinyl is waterproof and provides a smoother surface. Vinyl gives you a bit more variety in terms of design and images, and embroidery gives you a more classic customized look. Vinyl is a great option for daily use on walks and moderate exercise, or water activities. It's a great option for dogs who live in the city or suburban environments. Embroidery is a great option for dogs who are moderately to heavily active, who are involved in frequent play with other dogs (with their collar on) and often are in rural areas.

5. How long does customizing take to complete?

Vinyl pressing adds about 24-48 hours to your order time, and embroidery adds about 5-12 days to your order time. This time can vary due to an influx of orders during peak periods of sales, so this is not a guaranteed time.  

6. Are your collars good for dogs who pull?

Our collars can withstand any pull, and are built to not come off unless you want them to - however they are not corrective collars (aside from our martingale series.) We urge anyone who's struggling with their dog pulling them on walks to invest in balanced training, as there is no product you can buy that will work without a solid training foundation. If you're looking for a tool that can assist with your training (and not to replace your training) then we suggest pairing our collars with a prong or e-collar. Many of our collars are used as anchor collars in combination with prong collars for added safety, and to wear when transitioning from a structured walk to an off-leash recreational area.

7. Why is there a handle on your tactical collars?

Our collars are initially intended as tactical collars that come handled for IGP (protection) training, agility, scent and service work so they have a handle for guiding and release purposes. However, they've become popular in day to day activities because the handle allows you to gain quick and immediate control over your dog in any setting without having to grab the actual collar (and sliding your hand in between the collar and the neck.) So whether at a dog park, on a trail or hike, to place them in a sitting position for a photo or even to stop your dog from ingesting something it shouldn't, a handle is a great tool to gain immediate control at any time you need it.

8. How do I wash my collar/ leash?

Some small marks on the collar require a quick spot treatment of water and soap, and can wipe clean. For a heavier cleaning, fill a container with warm water and your dog's shampoo and soak the collar in it for 20-40 minutes. Remove from the water and scrub it lightly with a soft-bristled brush to remove dirt, oil and any residue from between the weaves. Rinse the collar with cool - moderately warm water and hang it to dry in a ventilated area.

Cleaning your vinyl customization requires only a damp towel, and vinyl names can be wiped down gently. Cleaning embroidery requires soaking the collar (in the same way as listed above) and wiping gently and repeatedly with a towel.

SHIPPING:

7. Where are you located?

We ship from Toronto, Ontario (Canada.) We do not have an option for pickup at this time. 

8. How long does it take to ship my package?

The time your package takes to arrive varies between your address. We ship all packages as Expedited Parcels (unless upgraded to priority or Xpresspost shipments) and since COVID-19 is affecting shipping times, it's best to check in with the Canada Post website directly to see how long your method of shipping is currently expected to take. 

9. What do I do if my package says delivered, but I didn't get it?

If you didn't get your item that was marked as delivered, contact your local post office to make sure that your item is not being help for pickup. If not, contact Canada Post and open an investigation; letting them know that your item was not delivered. Email us with your order number, the investigation number and your tracking information. We will then contact Canada Post to continue your investigation. 

Please note all shipped packages within Canada require a signature and will not be safe dropped. 

Refunds for missing deliveries are provided to us by Canada Post and then to you. This process can unfortunately take some time, and we ask for your patience. We know this can be very frustrating, but we are not in control of packages once they are handed to Canada Post and unfortunately have to base our timeline for refunds on their provided timeline to us.

10. Where do you ship to?

We ship to the following countries:
Canada, China, Hong Kong SAR, Israel, Japan, Lebanon, Philippines, Russia, Thailand, United Arab Emirates, Åland Islands, Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mayotte, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, United States, Vatican City, Anguilla, Antigua & Barbuda, Aruba, Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Cayman Islands, Costa Rica, Curaçao, Dominica, Dominican Republic, El Salvador, Grenada, Guatemala, Haiti, Honduras, Jamaica, Martinique, Montserrat, Nicaragua, Panama, Sint Maarten, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Trinidad & Tobago, Turks & Caicos Islands, U.S. Outlying Islands, Argentina, Bolivia, Brazil, Caribbean Netherlands, Chile, Colombia, Ecuador, Falkland Islands, French Guiana, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela, Australia, New Zealand, Mexico, Vietnam, India.

11. The site says you don't deliver to my region/ area. What do I do?

 We are experiencing an occasional error that sometimes gives people an incorrect shipping statement. If you get a notice that we don't deliver to your area, please send us an email or direct message through Instagram or Facebook. We also suggest trying a different browser (Ex. if using Safari, switch to chrome) or clearing your internet cache to try again. If that does not work, contact us and we will provide you with a drafted order.