Shipping & Return Policy
Each return request to Custom Collars is handled differently according to the situation. Please locate your situation below and give us a call BEFORE returning any product.
You received the product but the product is not working correctly, is missing parts, is visibly damaged or deformed.
If the item isn't working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please save all contents and packaging and call us immediately.)
You received an item that appears to have been damaged during shipping.
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
You’ve received the item but have decided to return it.
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unopened, unused, and still in the original packaging.
2) You must contact us to notify us that you'd like to return the item within 15 calendar days of receiving the item.
3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit,
2) You can get a cash refund for the amount you originally paid LESS a 15% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us.
You refuse the item, and it is returned to us.
If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.
You order the wrong size or color Cut Vest or Cut Collar and want to send it back for an exchange.
If you order the wrong size or color cut vest or cut collar, we will accept a return for exchange if:
1) The item is returned in unused (ex. No dog hair or dirt) and is in re-sellable condition.
2) You pay the shipping back to us and the new product to you.
3) You contact us within 10 days of receipt and we receive the item back with 10 days of the time you call and notify us.
4) You pay for any increase in price due to needing a larger size.
We strongly suggest purchasing insurance when returning item to us because we will not be held responsible for lost or damaged items while being returned to us.
You order the wrong length or color collar.
You are solely responsible for determining the correct length collar for your dog. We strongly suggest measuring your dog(s) BEFORE ordering.
We will NOT accept any returns on collars that have been personalized with nameplates.
You ordered a Quick Track tracking collar or tracking system and want to return it.
We will NOT accept any returns on tracking collars or tracking units unless they are defective. If the item is found to be defective, the unit will be replaced if we are notified within 10 days or receipt. After 10 days, the units will have to be shipped directly back to Quick Track for warranty service.
If you order a Tri-Tronics Training System and want to return it.
We offer a 30 day Money Back Guarantee on all Tri-Tronics Units. You will be responsible for the return shipping and we will give you a full refund less our actual shipping costs incurred in shipping the order to you.
If your circumstance is not listed here, please contact us and we will work with you to resolve any issue that you may have.