What To Know Before You Order
When your order is placed, please note that most, if not all, of your order is custom made just for you. Some items (such as nylon leashes) are kept on hand, however the vast majority of our products haves such a wide range of options that it is impossible to keep all varieties in stock. Please allow 14 days for your order to ship. Except in rare cases, all items are held until the order is completed for shipment. Because your order is custom made, your card will be charged at time of order placement.
When You Order
If you pay by Paypal, you will receive two emails-one from our automated system with a copy of your invoice, and one from Paypal with a copy of your receipt. If you pay with direct credit card, you will receive one email with your invoice, and a separate email (usually the next business day) when your payment is processed. When an order is marked "processed", it simply means that the order has been accepted, your card has been charged, and your order is being custom made for you. This is NOT a shipping notification. You will receive a shipping notification when your order ships. If you do not receive any of these emails, one of two things has happened-your email was entered incorrectly at checkout, or they have been caught in your email's Spam folder (this often happens with all types of automated emails). If this is the case, simply send us an inquiry through the contact form and we will do our best to get your emails to you.
Exchanges and Returns
After your order is received, it typically takes around 24 hours for your order to be processed, parts pulled, and enter production. If in this time you realize you perhaps ordered the wrong size, or want to switch to brass hardware, or wish to make any other change to your order, notify us immediately and we will note the change on your order. After production of your order has begun, we cannot make any changes.
Please measure your pups carefully. If you have any questions regarding sizing, suitable width, or any other concerns please do not hesitate to contact us and we will get back to you as soon as possible.
If you receive your correctly shipped order and realize that you ordered the wrong size, or actually wanted brass hardware, or need a 1" instead of a 1.5" collar, you may exchange items in your order for a $10 per item fee, after we receive the items in return in NEW and UNUSED condition. This simply covers the material and labor of the new collar. All orders leaving our facility are double and triple checked for correct order fulfillment and manufacturer's defects, but in the extremely rare case that this occurs, please notify us immediately and we will replace or resend the item at no cost to you.
Returns are shipped at buyer's expense, and are subject to the same $10 policy as exchanges. Every collar ordered is custom made per order, and this expense covers the custom nature of our product. This policy covers ALL products, except those from our Banner Series.
Exchanges and returns MUST be addressed through email prior to sending product back to Houndstown. Return shipments must be postmarked within 10 business days. Any items returned to Houndstown without adherence to these guidelines will not be accepted for exchange or return.
Please note that shipping costs are NOT refundable.
Wear and Tear
While Houndstown warranties all products against defects, we cannot guarantee or warranty against wear and tear. How fast a collar or leash wears depends on its use. If you have a particularly rough and tumble dog, that enjoy spending days out in the sun digging holes and rolling in the dirt as opposed to snoozing on the sofa, daily worn collars and associated products are going to wear considerably faster. We highly suggest saving the one of a kind, crystal embellished, night on the town collars for special occasions. All Houndstown collars offer a lifetime warranty against collar construction (stitching that holds the collar together, webbing other than chewing/scratching/biting/etc, and metal/plastic hardware), however any fabrics added to the collar (ribbons, cotton or silk designs, satin linings) fall under wear and tear, and carry no warranty, as these items are subject to particular use, and may wear faster or slower depending on the wearer. Please consider your pet's activity level and potential effect on any elements of design added to a particular collar when purchasing.
Our best suggestion to extend collar life-use one of our Swiss Velvet tag collars for lounging around the house or a quick trip into the fenced back yard, and slip on the pretty collars for walks around the neighborhood and getting out and about town.
If you have any questions regarding the suitability or durability of a particular item, please contact us before placing your order and we can give you our best advice and suggestions to keep your collars in the best condition possible.
All Houndstown collars are adjustable, however the correct size range still must be ordered to ensure proper fit. If you have ordered from us before or already know your dog's neck size, ordering as is simple as clicking the correct size tab. If not, you can measure your dog quite easily. You can use either a soft tape measure, or simply wrap a string around your pup's neck and then measure the string. That will give you the size range. The other important part to take into account is width. We offer collars in 3/4", 1", 1.5", and 2". Hardware choices are made specific to the width of collar-lighter stuff on the narrower, and heavier as you go up. Please measure carefully as this is the most important part of not only ordering, but ensuring a proper fit for your pup!
Houndstown ships almost exclusively USPS for all orders domestic and international delivery. Domestic orders ship either First Class or Priority depending on weight, and international orders ship International Priority. Shipping times are typically 2-5 days for domestic, and 8-21 days international.
Please remember that shipping times begin when your order leaves our facility, and are not included in our production lead time.
Domestic shipping rates are from $6.50 to $8.00, while international rates vary from $8.00 to $23.50, USD.
Houndstown cannot be held liable for any items lost or damaged during transit. All claims must be made against the carrier-in most cases, USPS. For lost packages, we can provide a tracking number for proof of shipment (or delivery), and claims. For further information regarding a damage claim, please visit www.USPS.com.