Frequently Asked Questions
Collar Use & Care
All Kira's Pet Shop collars are adjustable. To choose the right size, just measure your pet's neck (or their current collar) and select a size where their measurement falls nicely in the middle.
If your dog's neck size is 16", they will fit into either a Medium (adjustable from 12-19") or a Large (adjustable from 15-24"). If your dog is fully grown, the Medium will be a better choice, since it has room to adjust it a bit tighter or looser if needed. But if your dog is still growing, then a Large would be better since it will have more room for them to grow into.
A note about Martingale sizing:
Martingale collars are designed primarily for dogs with heads smaller than their necks, such as greyhounds. To find your dog’s size: Measure around the largest part of the head (just in front of the ears), and measure the neck where collar should rest. Choose a size that will accommodate both measurements.
If your pet is between sizes or you need help choosing a size, feel free to e-mail Kira at firstname.lastname@example.org for assistance.
- Collars are NOT designed for unsupervised/tie-out use
- Metal buckles are not recommended for water wear
- Using a harness is advised if your dog is a strong puller
- Breakaway cat collars are not designed for use with a leash
- Hand washing is recommended to preserve your collar's longevity, but collars without metal buckles can also be machine washed on gentle cycle in a delicates bag
- All fabric is subject to wear with repeated use and washing. Keep out of reach of pets and children when not in use, and please dispose of collar if it begins to show any signs of wear or damage that could jeopardize its integrity.
I stand by my items with a 30-day limited warranty. If your collar or leash breaks due to NORMAL WEAR within 30 days, please contact Kira at email@example.com to work out a replacement. This warranty does NOT cover: items used improperly (i.e. hooked to a tie-out); items chewed up by pet; items damaged by outside sources (i.e. stepped on, broken due to mishandling, etc). Warranty only covers damage due to standard wear & tear during average use.
WITHIN THE USA:
Orders under $35 ship for a flat fee of $3.95; orders over $35 ship FREE!
OUTSIDE THE USA:
Orders to Canada ship for a flat fee of $11.95 USD; all other international orders ship for a flat fee of $14.95 USD.
Please note that orders shipping outside the USA may be subject to VAT/customs/duty fees upon receipt. These fees are not included in your order total with us; they are levied by your country upon import and are the responsibility of the buyer. UK buyers please note that anything over £15 may be subject to a Royal Mail Handling Fee, along with VAT taxes, upon receipt. Orders cannot legally be marked as “gift” or with a lower value. Please research these and your individual country's import guidelines prior to purchasing from our shop.
Yes, as long as your order has not been shipped yet. Please contact Kira at firstname.lastname@example.org to request an address change prior to shipment.
All items are hand made to order and ship within 3-5 business days, unless listed otherwise.
WITHIN THE USA:
All orders are shipped via USPS First Class Mail with tracking (roughly 3-5 business day delivery). You may upgrade to Priority Mail (roughly 1-3 business day delivery) for an additional fee, but this will not affect production time before shipment. If you need to expedite production, please contact me *before* placing your order.
OUTSIDE THE USA:
All orders are shipped via USPS First Class International with insurance. Tracking is usually included, but some countries do not support it, which means tracking updates may stop when your package leaves the US. Please allow ample time for delivery: generally 1-2 weeks, but in rare cases, as long as 6 weeks.
If your order is hung up in transit, please contact me (Kira) at email@example.com so I can file a missing mail claim on it. If your package was marked delivered but you didn't receive it, your local post office will be best equipped to help locate it. I recommend visting them in person or calling the local phone number (not the 1-800 number) to request GPS coordinates for the delivery.
ITEMS DAMAGED IN TRANSIT:
If your item has been damaged in transit, please contact me at firstname.lastname@example.org so I can help. I will ask you to provide photos of any damage in order for me to file a claim with the postal service, so please do not throw out packaging.
I ship to the address provided at checkout, so please double check this before you place your order. I can accept address changes via email prior to shipping, but I cannot change your package's destination once it has been shipped. If your item is returned due to an incorrect address, you will be responsible for the cost of shipping it to you again. I cannot issue refunds for items lost due to an incorrect shipping address.
Because every item is made to order based on your chosen options, I do not accept returns, only exchanges. Please measure your pet carefully and triple check any engraving info prior to placing your order, as personalized items are not eligible for return or exchange.
Please contact Kira at email@example.com within 7 days of delivery if you wish to exchange something. Exchanges will only be accepted for non-personalized items (i.e. no exchanges on collars with engraved buckles).
All item(s) must be shipped back to me in original condition, with tracking, within 14 days of delivery. Buyer is responsible for return shipping costs (USPS First Class Package is usually cheapest). Buyer is also responsible for any additional costs if exchanging for a more expensive item, and the cost of me shipping the new item(s) to you (minus any decrease in overall item price). Original shipping costs cannot be refunded.
Exchanges will be processed after the items are back in my hands and have been checked over for use and wear. Unauthorized returns will not be refunded, so please contact me first if you'd like to exchange something. As stated above, I do not accept returns (with the exception below regarding E.U. laws).
INFO FOR E.U. BUYERS:
We are legally obligated to follows the rules laid out by the Directive on Consumer Rights. This means that EU buyers may return any non-custom item by contacting us within 14 days of receipt. Custom pet ID tags and other personalized orders cannot be returned or exchanged. Please keep in mind that due to health and hygiene reasons, if an item has been used by your pet it is not eligible for return or exchange.
I am unable to offer wholesale pricing on dog collars at this time.
However, I am open to taking wholesale orders for cat collars. Please contact me at firstname.lastname@example.org to discuss pricing and minimums. Thank you!