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Customer Service

Ordering + Payment

Payment is required in full at time of order for in-stock items.

For custom orders, we require a deposit of 50% of the sales price. The remaining balance plus any applicable taxes and shipping charges will be due upon receipt or at the time of shipment.  

You will receive an order confirmation number at the conclusion of your order process and an email that states your order number and total.

We are required to collect local sales tax in states where Collar maintains a physical presence or as required by law. 

Shipping

In-stock items typically ship within 2-3 days of order processing. We do not ship on Saturdays, Sundays, or holidays. Once shipped, you will receive a shipment confirmation email with a tracking number. For out-of-stock or custom items, we will send a separate email with detailed order and shipping information.

We charge a flat rate of $7.50 for the first item and $2.50 for each additional item for standard ground shipping (5-7 business days) to locations within the continental US. If you require/prefer express or overnight shipping, please contact us before placing your order.

Returns

We stand behind the quality of our products and want every purchase to be a positive experience. If you are not satisfied with your Collar piece for any reason, please let us know so we can help. We will do our best to make things right.

In Stock Items

In-stock items may be returned for a full refund, minus the shipping costs. You must contact us within 7 days of receipt to arrange a return. The item must be returned within 30 days of receipt in its original condition with tag and proof of purchase. Worn merchandise will not be accepted. 

Return shipping fees are the customer’s responsibility and are nonrefundable. Please use a trackable and insured shipping method, as Collar is not responsible for lost returns.

All items will be inspected upon return. Once the returned item arrives back at our studio and we confirm it's in its original condition/undamaged, we will process your refund. Refunds will be issued in the original form of tender.

Any items returned outside the stated time frame are subject to a return fee of up to 25% of the purchase price.

You will receive an email notification when your return has been processed.

Custom Orders

Custom order items are made to your individual specifications; therefore, we cannot accept returns. Custom orders require a 50% deposit before we will begin creating the piece. The remaining balance plus any applicable taxes and shipping charges will be due when the item is shipped. If the order is canceled after production has begun, we may keep a portion or all of the deposit to cover the materials and labor already expended. 

Repairs

Our items are handmade and often include delicate materials, so please handle with care. If you would like to request a repair for an item, please contact us.

Privacy Policy

Your privacy is very important to us. We will never share your information with a third party. We require your phone number, address, and email for sales transactions and shipping purposes only. Your email will be used to notify you of special updates, new merchandise, and sales. You may unsubscribe from our email list at any time.

If you have any questions about the above or other concerns, please contact us.