Customer Care
CLEANING + CARE
The waterproof Jellies Collection are a breeze to clean up!
All of the jellies are handcrafted from a waterproof PVC strapping called biothane (made in the USA).
To wash your jellies, remove the pieces from your dog, and wash thoroughly with soap and water. We love dish soap for its extra grime-fighting powers!
If your jellies piece has a stubborn stain on it, the best solution is spot-washing with some rubbing alcohol. We recommend 99% isopropyl alcohol which can be found at any pharmacy. Using a bit of this to lightly dab at the stain is a super effective cleaning method. You can also use this to give your hardware a thorough cleaning if needed.
All of the construction and closure hardware on the jellies are Solid Brass. We adore working with this strong and beautiful metal, and we also love the natural patina that Solid Brass develops over time - but maybe you don't! If you like your hardware sparkling and bright, you can easily polish all of the hardware on the jellies. Use a brass-cleaning solution from the hardware store - or make your own natural cleaner using vinegar, salt and flour - to polish up your hardware like new!
SHIPPING
Shipping is FREE. Worldwide. Always.
Shipping timelines are dependant on your location, and will be calculated during checkout. No guarantee can be made in regards to arrival date, although our estimates are pretty darn good.
Most of our parcels are shipped using the courier service UPS to locations outside of Canada. Within Canada we use a combination of UPS, Purolator, ICS and FedEx to deliver your packages.
Please note that HOUND Collection is not responsible for any customs, duties, taxes or fees you may incur during delivery, however this is a rare occurrence.
*Please ensure that you have your HOUND items shipped to a secure address. We recommend shipping to an address where there is likely someone present to receive the package, or having a concealed mail box that the package can be left in. HOUND Collection is not responsible to replace missing packages that have been delivered to unsecured or public mailrooms.*
Discover Our Transparent Return Policy for Hassle-Free Shopping.
Find the Perfect Fit: Exchange Your HOUND Purchase Within 30 Days!
All HOUND items are crafted from scratch once an order is placed, therefore we do not offer refunds, rather exchange only.
We ask that the following requirements are met:
The item(s) must be in original condition, not worn outdoors or altered in any way.
International exchanges: We cannot accept returns sent to us by any courier service. Please use your country's local postal system to ship the items back to us, otherwise they will not be accepted.
ARE RETURNS FREE?
You will be responsible to pay the shipping fee for the items returning to us. WWe will cover the shipping cost of the new 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 that HOUND is not liable for lost packages during return. We recommend purchasing tracked shipping for the return and keep a record of your shipping 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 about 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 crafted by hand 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.