Customer Care

 

 

Most customer inquiries should be answered on this page. Please contact info@houndcollection.com for any further questions you may have. 

 

 

CUSTOM ORDERS

We are happy to assist you with customizing our product! We can interchange any width and length at your request. We can also create a 4' leash, if you prefer a shorter walking length. Harness adjustments are also something we can accommodate. Please email info@houndcollection.com to arrange your customized set. Please note, all custom orders are a Final Sale, no refunds or exchanges will be provided on these items.  

 

 

CARING FOR YOUR HOUND PIECES

HOUND products are made from a variety of materials, most often garment quality, genuine leather. HOUND pieces should be treated as you would treat your favourite leather handbag, and therefore should not be exposed to water, snow or other harsh elements. 

If your items get wet, allow them to air dry on a flat surface. No HOUND item should ever be put in the dryer. If you need to clean a mark off of your collar, mix 1 part water and 1 part white vinegar and spot wash with a damp cloth. Again, lay flat to dry. 


HOUND Scarves are constructed from many different, luxurious and natural fabrics and are finished with leather patches and gold plated logos. These fabrics and materials often require special care to clean. HOUND Scarves are Dry-Clean only. 


HOUND hardware includes solid brass snap hooks, D rings and buckles. These components can all be cleaned (in fact we recommend it!) with a brass cleaner found at your local hardware or grocery store. Simply polish these components as per the instructions on the bottle and watch your hardware come back to life. The Gold Plated logos and Rivets can be wiped with a soft, damp cloth and quickly patted-dry. 

 

 

SHIPPING AND COSTS

Shipping costs are all listed in USD on this website. 

HOUND items are all handmade in Canada, and we take great pride in creating our pieces. Your HOUND Order will be mailed out within 2 weeks of purchase. Please remember we are growing and excited to make a perfect item for you to love, so please be patient.

Shipping time and cost is dependant on your location, and will be calculated during checkout. No guarantee can be made in regards to arrival date. Generally, items to the US will arrive within 2-3 days from the time they are posted. International deliveries can take 1-3 weeks to arrive as they may be held in customs for inspection and duty charges. HOUND is not responsible for any customs, duties, taxes or fees you may incur during delivery. 

Tracking is now included on all HOUND orders within North America. If you are having trouble tracking your item with the link provided, please email us at info@houndcollection.com, we would be happy to look into the status of your shipment. 
 

 

 

RETURNS & EXCHANGES

 

WHAT IS THE RETURN POLICY?

We accept exchanges only on all our pieces within 30 days of your product(s)' delivery!

Our items are all handmade to order, therefore we do not offer refunds, rather exchange only.

We only ask that the following requirements are met:

The item/s must be in original condition, not worn or altered in any way.

Item/s must be shipped back in the original HOUND box to ensure the safety of the item on its way back to us. 

We cannot accept returns sent to us by courier. Please use your local postal facility to ship the items back to us.

 

ARE RETURNS FREE?

The shipping cost incurred for mailing item/s to HOUND are not covered or reimbursed by us, however we will pay the shipping fee of posting the new or altered items back to you.

HOW DO I ORGANISE AN EXCHANGE?

Simply email info@houndcollection.com and we will give you all the details you need!

Please note we are unable to be held liable for the loss of your items being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.

 

 

WHERE DO I SEND MY ITEMS BACK TO?

We are location in Toronto, Ontario (Canada!) 

We will provide you with the full address when we hear from you at info@houndcollection.com regarding the exchange.

 

 

WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?

Whilst we hope this never happens, if you do receive damaged goods, please contact us immediately at info@houndcollection.com so we can personally assist you and sort out your problem as quickly as possible.

 

 

Warranty

HOUND items are each handmade in Toronto with quality workmanship and care. Each piece is made individually out of natural materials and variances should be expected (and enjoyed!) in all aspects of the product. 

The lifetime of a HOUND piece is determined by the care, wear and elements each item is subjected to. Product breakage due to chewing, water exposure or anything else that compromises the integrity of the material beyond normal wear is not a manufacturer's defect. 

Tarnishing, fading and fraying are all parts of normal wear and tear and HOUND will not replace items due to these factors. 

A manufacturer's defect such as hardware failure will be replaced within 6 months of purchase by HOUND. Please contact us at houndcontact@gmail.com regarding any issues. 

  

Disclaimer

All HOUND items are accessory items only, the makers of HOUND assume no liability. The use of the product and safety of the pet and handler is completely at the purchaser and/or user's discretion and responsibility.