Help and Faqs
Here you will find answers to our most commonly asked questions.
When will my order ship?
We are proud to offer items that are hand made. Most products ship within 3-5 business days. Embroidered dog shirts ship within 3-7 business days. Custom made dog dresses ship within 5-10 business days. Please allow extra time during our busy holiday seasons. We will send you tracking information on the day your order ships so that you can keep track of where your order is and when it will be delivered.
NOTE: Contact us for a price quote if you need rush delivery.
Has my order shipped?
We will send you tracking information on the day your order ships. To get updates on your shipment, please log into your account for details on your order.
What shipping services do you offer?
To save you money, we use USPS First Class and Priority Mail services and we ship to most parts of the world. Rush delivery is available.
What are your care instructions?
Crystal Care instructions: Be kind to your pets crystal item. It is like a fine piece of jewelry and is not meant for rough play or for sleeping in. Our crystal collars, harnesses and leashes are meant to be for normal daily wear or dress up time. Crystal Care: To clean: It is best to use a gentle dish soap and water on crystal. Add just a couple of drops to a 1/2 cup of warm water. Use a babies toothbrush or as recommended, our horse hair brush as it will not scratch the stones or the setting. You can use it to gently work around the prongs of the setting and remove dirt and grime. Do not scrub, but use gentle, circular motions. Rinse with warm, clear water so that there are no soap bubbles left behind. Dab dry with a clean, soft cloth. Allow the collar / leash / harness to fully dry.
Leather Care: First, clean the crystal using the Crystal Care instructions shown above and allow the collar to dry. Next, it is best to use a suede leather cleaner to keep your pets leather collar / leash clean. Be careful not to get the cleaner on the crystal.
Stone Replacement: We make every effort to be sure no stones come loose by sealing them in their settings. If by chance you lose a stone, we include extras in every order. Just open the prongs and replace the stone. Once stones are replaced, you will need to close the prongs (a tweezers works well). Afterward, turn the collar upside down - stones side facing down on a table or counter top using a paper towel to protect the surface, and press along the length of the collar with your palms to make sure the prong settings are flush to the crystal. It is now good as new!
Pet Clothing Care: Dog clothing such as embroidered dog t shirts may be washed inside out and we recommend air dry to avoid possible shrinking. On our custom fancy dog clothing such as dog dresses, hand wash in warm - not hot water. Woolite works great! Hang or lay on towel to dry. See products details for full care instructions.
What is your return policy?
Our goal is your complete satisfaction! If we have not delighted you, unworn, unwashed or defective merchandise may be exchanged with the following exceptions: Please note that due to the fact that our items are hand made to order, we do not cover sizing mistakes on your part. We do not refund or exchange custom color choice collars or leashes, pet clothing or personalized items.
All items must be in brand new, unworn condition to qualify for an exchange. Any items that are not in brand new condition will be returned to you.
You must have prior authorization before returning items for an exchange. You will need to contact us by email within 5 days of delivery. To request an exchange, please contact customer service for instructions. You will be responsible for shipping charges incurred.
Feel free to contact us with any questions.