Policies

Order Processing:

Made to Order - Orders containing collars, leashes, bandanas, camera straps, and key fobs have a production time of 4-6 weeks on average. Please keep in mind that this can increase at any time and doesn't take holiday's into consideration.

If you need your order ASAP, an upgrade is available for an additional fee.

Ready to Ship - Orders containing ONLY apparel, socks, water bottles, hats, fanny packs, dog treats, stickers, and listings specifying "PRE-MADE" will ship in 1-3 days.

 

Order Changes/Cancellations:

All cancellations and changes within an order must be done within 72 hours of placing your order. After that timeframe, we're no longer able to cancel or change your order. This is because we work quickly to get your order into a batch for our seamstresses and get them cut for production. This helps us be more efficient and produce less waste with our products.

*Please note that all made to order items are handmade and can have slight variations from one to another. 

Shipping:

Gray and Hound is not responsible for lost, stolen, or damaged packages. For the best protection, select Priority Shipping at checkout for insurance and faster shipping.

Domestic Orders: All domestic orders are shipped via USPS with tracking and usually arrive between 2-5 business days. Domestic orders do not include shipping insurance. Please contact me to add insurance to your order.

International Orders: All International orders are shipped via USPS First Class International Mail, and also include insurance for orders up to $50.00. Orders usually arrive within 1-3 weeks, however International packages can take longer in some cases, depending on the country. Please note that the USPS does not provide tracking information once a package has left the United States. You will receive tracking information within the USA and once it arrives at its destination, but nothing in between.

*Please be aware of your country's custom charges, all customs charges are the responsibility of each individual customer. In compliance with the law, the full value of the order will be declared on the customs form. In addition, Duties and Value Added-Taxes (VAT) may be required by your government and are the responsibility of the International customer. Gray and Hound is not responsible for these charges. 

Returns & Exchanges:

Contact me within: 5 days of delivery

Ship items back within: 7 days of delivery

The following items can't be returned or exchanged:

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders
  • Items on sale
  • Apparel (shirts, hats, socks, etc.)

Details:

Because most of our items are handmade to order just for you, we are no longer accepting; returns, exchanges, cancellations and order refunds. However we will view this on a case by case basis.

If your return/exchange is accepted, the buyer is responsible for all shipping costs and potential fees depending on the item itself. Items must be in brand new condition in order to be eligible for a return/exchange.

Buyers are responsible for a 15% restocking fee and return shipping costs for Fi Compatible Collars that need to be returned/exchanged. This is due to these collars being custom made to fit your pup.

Before you order please be sure to accurately measure your dogs neck to ensure you’re ordering the correct size and width. If you have any questions about our products or the ordering process please feel free to contact us with any concerns!

Warranty:

We are not responsible for replacing any items that have been chewed or destroyed. If the product has proven to be defective, please contact us for a replacement and provide a photo of the defective product.

Please note: although our hardware has been tested in water, we do not recommend they are used in the water. This is to protect the quality of the hardware used on the collar. Also keep in mind that our black hardware is powder coated and will show wear/tear over time. 


Gray and Hound is not responsible for any accidents/injuries that may occur in the misuse of our products.