Customer Service

OUR PRODUCTS
We produce all of our products once your order has been placed. Depending upon the season and work load, we can generally get your order made and shipped within 12-18 business days. If we find that it will take longer due to how busy we are, we will get in touch with you via your contact information provided at the time of purchase.

EXCHANGE / RETURN POLICY
All Flying Dog Collars and Leads are custom made to order. Standard turnaround time is 12-18 business days for us to produce your order and ship out to you. In the event that you realize that you have ordered the wrong size or design, please contact us immediately so we can make the adjustment on your order prior to it being produced and shipped to you.

Please measure your dog carefully to make sure you are ordering the correct size. If you get your collar and you have ordered either the wrong size, wrong style or wrong color/pattern, your order can be returned and exchanged for a 50% restocking fee plus return postage. You must contact us prior to sending any item back to us by either email or by phone. You will then be instructed how to send the new and unused item(s) back to us.

We guarantee the construction and the hardware of our collars and leads. In the event that you do experience a rare defect in construction or hardware, we will gladly replace your item free of charge. Normal wear and tear does not qualify as a construction defect and will not qualify for a return or exchange. Normal wear and tear can vary depending upon your dog and her behavior. If you have a lap dog that hangs out on the sofa all day, her collar will show much less wear and tear that if you have a dog that is a heavy scratcher, rolls around in the dirt or plays roughly with other dogs.

If you are returning your collar for repair due to a defect, please email us at mark@flyingdogcollars.com and we will instruct you on how to proceed. We will require the following:

1. A copy of your original order confirmation including order number.
2. Your return address and contact phone number.
3. The collar MUST be washed and dried fully before returning it to us for repair. If we receive a dirty collar, we will not repair the item and return it to you in the condition we received it.

Our contact information is listed at the bottom of this page. Shipping and handling charges are non-refundable. In the event of an exchange, additional shipping charges will be applied. You should send your package back via traceable method such as UPS or USPS with Delivery Confirmation, We cannot be responsible for non-receipt of returns that cannot be tracked, nor can we confirm receipt of a return/exchange until it has been processed.

Returns/Exchanges are to be mailed to:
Flying Dog Collars
11908 N 162nd Lane
Surprise, AZ • 85379

CARE OF OUR PRODUCTS
NOT INTENDED FOR TIE OUT. No product will be guaranteed if used in a tie out situation.
All of our products are washable by hand or by machine. If machine washing, we suggest they be placed in a fabric bag or lingerie bag to help protect the collar from getting banged up inside the washing machine. You may also wash by hand using cool water and a mild detergent. As with all fabrics, machine drying may shrink and fade the fabric. Therefore, we suggest you air dry your collar by hanging or laying flat on a towel.

Even though our aluminum side release buckles are very strong and durable, like any metal, they can be subject to corrosion in cases where they are exposed to water and especially salt water and pool chemicals. If your dog loves to swim in the ocean or the pool, proper rinsing and drying of the buckle after exposure to these conditions will help prolong the life of the buckle. Our buckles are not guaranteed if exposed to these conditions and not cared for properly.

WARRANTY
Our products are guaranteed against manufacturing defects for a period of up to one year from the date of purchase. This may or may not include faulty stitching, loose seams or hardware failure beyond our control. All laser personalization is guaranteed to be legible for a period of up to one year from the date of purchase. If a buckle or nameplate becomes unreadable due to normal wear and tear, we will replace the buckle or nameplate free of charge, not including shipping the item back to us for repair. Not considered normal wear and tear is repeated exposure to pool chemicals or salt water.

DESIGN AVAILABILITY
Due to the fact that all of our products are handmade, there will always be a limited number of products available in any certain design. When our materials run out, much of the time it is impossible to get any more of them for some time. There may be occasions where a design will be dropped completely.

RESPONSIBILITY OF USE
Each consumer is responsible for determining the suitability of these products for their individual situation. Consumer accepts all responsibility by purchasing and using these products.

SHIPPING
We ship all of our products via either USPS First Class or Priority Mail with Delivery Confirmation.  If you need an item in a hurry, please contact us prior to ordering to ensure that we can meet your delivery expectations. Expedited shipping will incur additional costs.

SHIPPING RATES TO CANADA
The shipping fee for Canada is based on current published USPS Priority Mail International. We currently ship exclusively to the United States and Canada.  For all other international orders, please contact us directly for a shipping quote to your country.

IMPORTANT INFORMATION FOR CANADIAN AND INTERNATIONAL CUSTOMERS
By law, we are required to list the price you paid for our products as the customs amount of the package and to accurately list the contents of your shipment. You may be obligated to pay local duties, taxes, and/or customs charges assessed by your local government. We have no control over these charges and these charges, if applicable, are the responsibility of the purchaser. If delivery of a package is refused, rejected, or returned for delivery failure, we reserve the right to charge your credit card for both outbound and inbound shipping charges.

PAYMENT OPTIONS
We currently accept all major credit cards (VISA, Mastercard, Discover and American Express) as well as PayPal.

SALES TAX
All orders shipped to North Dakota residents will be subject to the current sales tax rate.

contact information:
Flying Dog Collars
11908 N 162nd Lane
Surprise, AZ • 85379
mark@flyingdogcollars.com