Shipping & returns
Everything ships from Xiamen, Fujian, China. Rates below are what you actually pay at checkout — no handling fee invented at the last step.
Dispatch
Every order is quoted first. Lead time depends on quantity, material and what else is on the bench, so we confirm it in writing with your quote rather than print a number here that we cannot stand behind — see Payment. Delivery time varies by country, so please ask us for the exact window to your destination — [email protected].
Once you have accepted the quote and the funds have cleared, we dispatch and email you a tracking number the moment the label is created, not when the parcel is first scanned.
Rates and delivery windows
Shipping is quoted per order, alongside the unit price. Give us the destination in your enquiry and the quote comes back with freight, how duties are handled on that lane, and a transit window we are prepared to be held to. Delivery times differ from country to country — contact us for the exact window.
| Destination | Rate | Transit |
|---|---|---|
| United States | On quote | Varies by country — ask us |
| Canada | On quote | Varies by country — ask us |
| United Kingdom & EU | On quote | Varies by country — ask us |
| Australia & New Zealand | On quote | Varies by country — ask us |
| Asia | On quote | Varies by country — ask us |
| Rest of world | On quote | Varies by country — ask us |
Ask our team about delivery to your country Build an enquiry →
Returns
You have 30 days from delivery. The item can be used — a collar that has been on a walk is still returnable. What we ask is that it comes back clean and complete, with the hardware still attached.
- Email [email protected] with your order number and what you would like to do.
- We reply within one business day with a return label or instructions.
- First exchange: we pay the return shipping. Refunds: we refund the item, you cover the return postage unless the item was faulty.
- Refunds go back by bank transfer to the account that paid us, within 3 business days of the parcel arriving.
Faults and the repair promise
If a buckle breaks, a seam gives out or a zip fails within two years of purchase, we repair it or replace it. Send a photo first — often we can post the part rather than the whole item, which is faster for you and better for everything else.
This sits alongside your statutory rights, which are not affected by anything on this page. In the EU and UK you have 14 days to withdraw from a distance purchase; in Brazil, 7 days under Article 49 of the Consumer Protection Code; in Australia, the consumer guarantees apply regardless of our policy.
Lost or damaged parcels
If tracking has not moved for seven business days, tell us and we will open a claim and send a replacement. We do not ask you to chase the carrier — that is our job, not yours.
Wrong address
Email us before the parcel ships and we will change it. After it ships, we can usually redirect domestically but not internationally. Parcels returned to us as undeliverable are refunded minus the shipping cost.