Ruff House LLC's Policies
Credit Cards and PayPal are accepted! Tax applies to North Dakota Shoppers. All sales are final and no cancellations after 2 hours will be given after an order is placed.
***Domestic Shipping*** - All domestic packages ship USPS First Class mail with delivery confirmation. Faster shipping methods are available. Please contact me before placing your order and we can go over your options. *** International Shipping*** (IMPORTANT PLEASE READ) - International orders ship via USPS First Class mail. Shipping can take anywhere from 2-6 weeks. If you prefer a faster shipping method please contact me before you make your purchase so we can go over your options. - USPS First Class Mail DOES NOT include tracking or insurance. If you would like to be able to track and insure your package, your shipping will have to be upgraded to Priority Mail. Please contact me if you would like to upgrade your shipping. -International customers are responsible for any and all additional duties, taxes or fees imposed by customs in your country. When will my order ship? It is currently taking 1 week to make & ship orders. For example, if you purchase on Monday the 1st, your order will ship on/before/by Monday the 8th. I often get asked why it takes so long. The short version? I am a one-woman show. I cut, sew, trim, package and ship each and every item that leaves my little shop :) I do not have any employees working for me (unless you count the dog & cat, but they have proven to not be very helpful). I try to produce & ship products as quickly as possible but please understand that it typically takes the full week for your order to ship. On occasion, I offer a rush service. This depends on the time of year and amount of orders I currently am working through. Please contact me BEFORE ordering for details. "I forgot to change my shipping address" or "The address on my order is incorrect" - Now what? If you notice before your order is shipped, please contact me ASAP to reorder with the correct mailing address. If your order has shipped and is returned due to an inaccurate mailing address, I am happy to re-ship it. There is a $3+ re-shipment fee that applies before the order is re-shipped. Please note, it is very important to check your default mailing address before submitting your order. I automatically ship to the name and address listed under the "Ship To" section when the order comes through to me. I am unable to see any addresses you may have saved on your account.
Refund & Exchange Policy
Returns/Exchanges To return/exchange, product must be in unworn condition and still have hang tags attached. An exchange fee of $10+ will apply to all exchanges and covers shipping to you and cost to make a new collar. If returning an item, all above instructions apply. You will be refunded your purchase price of the item minus cost of original shipping/handling charges to you and a 15% restocking fee upon us receiving the product. I do not allow returns/exchanges on any custom items. This includes, but is not limited to: specially designed &/or purchased material, custom made size, engraved buckle, change in buckle selection (martingale, wide width collar). Please contact me for further instructions. 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 Perishable products (like food or flowers) Digital downloads Intimate items (for health/hygiene reasons) Items on sale
Collar Care Instructions: Designer Collars are WASHABLE. Simply wash in the machine in cold water (put collar inside of a garment bag), hand wash or put in the top rack of the dishwasher. Air dry - do not put collars in the dryer. Do not use bleach. I HIGHLY recommend hand washing in cold water. I use a solution of water, detergent and OxiClean. Use an old toothbrush to scrub stains. Lay flat to dry. Bow Tie and Flower Care Instructions: Spot clean only when necessary. Do not submerge in water. Remove flowers and bow ties before your pup swims, sleeps or rough houses. While our collar are made to last, frequent use will cause your collar to wear faster (just like if you were to wear your favorite pair of jeans every day). An Important Note from Rachel I am first and foremost a dog mom; safety is my number one concern. It is important to not leave your products anywhere that it may get chewed/consumed by your fur kid. While we strive to provide the best possible products, pets are inherently unpredictable. We cannot be held liable for any harm that may result from neglect, abuse, use or misuse. As the customer/purchaser of these products, you are responsible for determining the suitability of any of the items for your individual situation and assume all responsibility and liability by purchasing these products. Be sure to check your pup’s collar for wear and tear on a regular basis and do not ever leave your dog tied up inside or outside in their collar unsupervised. Collar Colors/Pattern Variations While I strive to portray all collar colors exactly how they appear in real life, variations in computer/phone screen settings may make colors appear either brighter or more dull than than they are in real life. If you have any concerns about colors, please contact me before purchasing. Please note that all collars are created by hand. With that being said, no two will be exactly exactly alike. Each collar is custom made to order. I do ask for your understanding and that there may be slight differences in the pattern from what is shown in the photos.
Any questions please e-mail me at firstname.lastname@example.org