FAQ

Questions? Let's talk.

PRODUCTS:

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

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. How long does customizing take to complete?

Embroidery adds about 2-5 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.  

5. 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.

6. 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.

7. 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:

8. Where are you located?

We ship from Beamsville, Ontario (Canada.) We do not have an option for pickup at this time, but you can shop our retail locations via our store locator.

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

The time your package takes to arrive varies between your address. We ship with various couriers, and your tracking number will be able to give the best estimate. 

10. 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 held for pickup. If not, contact Canada Post/ USPS/ DHL (the courier your tracking number traces back to) 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 follow up to continue your investigation. 

Please note all shipped packages within Canada are marked as DNS (Do not safe drop) and will not be dropped in front of your door. Some packages may require your signature based on your order value. 

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/ USPS 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?

Contact us at info@alpinedogco.ca if your country is listed above and you are getting this message.