Frequently Asked Questions Effective January 1, 2013
1. What type of payment methods do you accept?
We accept PayPal which accepts payment from PayPal accounts and PayPal also accepts most major credit cards. We also accept checks and Money orders drawn on US or Canadian Banks. At our discretion we wait for check clearance to start work on the order.
2. Do you have a catalog that you can send me?
Our website is our catalog. We do not have a traditional paper catalog available for distribution.
3. How do I know you received my online order?
You will receive confirmation from us by email as soon as your order is received, and again the day your order is shipped. Our shipping confirmation includes tracking numbers when available.
4. Do I need to pay in full for the order to be accepted?
Dumbbells and Attention Trainers need to be paid in full prior to being machined and assembled. For Scent Article orders we will accept 50% of the total order price with the remaining 50% due prior to shipping for most scent article sets. Infrequently we ask for full payment on a scent article set because of its size or leather colors. Payment types are explained above.
5. Can I cancel or change my order?
Once your order is completed and placed and we begin work on it, it is unlikely that we can accommodate cancellations since we have expended labor and materials. You should call as soon as you discover that a change or cancellation is required. Understandably, cancellations or changes to orders usually cannot be accepted once you have completed and placed your order and we have started work on it. Completion of your order confirms and acknowledges that you have reviewed and verified the accuracy of your entire order before it was submitted. Sizes in every order are specific to your dog and leather color choices are yours. Please measure twice and order once.
6. What if I am not satisfied with my order?
We stand behind the quality of every product we sell. If your order is not 100% free from defects in materials and workmanship, you may return it in new condition in its original packaging within 15 days of receipt and we will repair or replace it at our option. Understandably, all of our items are considered “personalized” and will not be accepted for refund. New condition is defined as unused with no bite or teeth marks, and no marks from being thrown (dumbbells). We understand that everyone makes mistakes, including us. Take special care when reviewing your order. Check the measurements and leather colors carefully. In the event that you made an error and need a replacement, we do offer a 10% discount off the original retail price on the replacement to try to help. Of course, if we made the error and it grossly affects form, function or fit, we will replace your order free of charge to you. Some leather colors when placed next to each other appear to be lighter or darker than the color itself. If you have a specific effect in mind, be sure to try to duplicate the effect first with items such as fabric, paint.
7. 50% Deposit on Scent Article Orders.
Making a set of scent articles requires many hours of labor and substantial amounts of expensive material. If you change or cancel the order and we cannot immediately reutilize the materials and parts produced to date, we have no choice except to keep your 50% deposit as payment toward our costs.