Most customer inquiries should be answered on this page! Please contact firstname.lastname@example.org for any further questions you may have.
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 email@example.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 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, but likely sooner. Please remember we are growing and excited to make a perfect item for you to love, so please be patient!
Shipping timelines are 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 are shipped with USPS and should arrive in 3-5 business days. HOUND is not responsible for any customs, duties, taxes or fees you may incur during delivery, however this is an incredibly rare occurrence.
If you are having trouble tracking your item with the link provided, please email us at firstname.lastname@example.org, we would be happy to look into the status of your shipment.
*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 is not responsible to replace missing packages that have been delivered to unsecure or public mailrooms.*
RETURNS & EXCHANGES
WHAT IS THE RETURN POLICY?
We want you to be THRILLED with your new HOUND purchase, so if it's not a perfect fit we will exchange it! We accept exchanges only on all our pieces within 30 days of your product(s)' deliver.
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.
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 any courier service. Please use your country's local postal system to ship the items back to us.
ARE RETURNS FREE?
You will be responsible to pay the shipping fee for the items returning to us. We will cover the shipping cost of the new items back to you!
HOW DO I ORGANISE AN EXCHANGE?
Simply email email@example.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 firstname.lastname@example.org 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 email@example.com so we can personally assist you and sort out your problem as quickly as possible.
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 firstname.lastname@example.org regarding any issues.
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.