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First, if you have a need to consider returns or exchanges, you likely ordered a product from me. Which means I owe you a THANK YOU! Nothing makes me happier than a pack of happy THE HOUND customers, and as such I promise we'll do our very best to deliver an amazing product and customer experience, and rest assured, to make right any hiccups along the way.
If you’re not totally satisfied with any part of your purchase or gifting experience, please let us know. Our customer service pups are fully trained, bundles of joy ready to solve your problems quickly, efficiently and with as little fuss as possible.
That said, here are some things you might want to know...
No-hassle returns accepted within 7 days of delivery.
Returns will be issued with an exchange or a store credit for the value of the item being returned. Except in the event of a product is deemed to be faulty in which case you’ll also be offered the option of a full refund. If you wish to return an item or if you consider your item to be faulty, please complete the form and my customer service pups will be in contact within two business days with all the tips and tricks you need to make your return quick and painless.
We do not accept returns for customised products. You can rest assured all customised products are rigorously checked for faults prior to shipment.
Each limited release is numbered and unable to be returned, except in the event of a product fault.
It is recommended that you return your item back to us, then using your store credit to place a new order. Need it now? Re-order your product in the correct size and style, then include this new order number on your returns slip. Once we receive your returned item, we'll refund the value of the returned item in full via the payment method used.
My collars are designed and sized specifically with comfort in mind.
It was of paramount importance to me to ensure that my collar is available in a suitable size that will complement the proportions of your best friend, may they be big or small. As a result, I offer the widest range of collar sizes on the market.
I have developed a sizing system that makes it clear exactly which size is correct for your dog. Your dog's neck size will never border between two sizes and my collar size calculator will tell you exactly what size collar to order for your dog, so you won't ever be left guessing which to choose.
1. Place a measuring tape comfortably around your dog’s neck as shown in (A).
Note: use the base of your dog's jaw as the marker for the correct place to take your measurement. This will ensure the collar you order is not too large.
2. Record the measurement in cm.
3. Enter your dog's neck measurement below and the collar size calculator will determine the correct collar size for your dog.
NOTE: you must enter the actual measurement in cm of the base of your dog’s neck, there is no need to place two fingers between the tape and neck when taking the measurement, the correct extra space to ensure a comfortable fit has already been accounted for in the sizing. For fluffier breeds, be sure to measure slightly under the coat, I want to make sure its a snug fit so your dog does not slip out of the collar.
