Terms and Conditions
Everything in one place: Shipping & Returns, Terms & Conditions and our Privacy Policy.
Shipping and Returns
Processing
Every piece is made to order. Orders are processed within 3 to 21 business days (excluding weekends and holidays), and you'll get tracking by email the moment your order ships. Most orders ship USPS First-Class or Priority.
Rates
Shipping is free on US orders of $60 or more. Below that, US orders ship at the USPS rate calculated at checkout (Ground Advantage or Priority Mail). International shipping is charged at the UPS rate calculated at checkout and is never included in the free-shipping offer.
Delivery
Please double-check your shipping address at checkout — an accurate address is your responsibility. Once an order has been dispatched with tracking, CollarWorks is not responsible for lost, stolen or delayed packages.
Returns
Custom collars can't be returned for a change of mind — once you approve your proof, it's final. If we got it wrong, we remake it free.
Once the design for a customized item is approved, it is considered final. Due to the personalized nature of our products, we cannot accept returns or exchanges for customized items.
If your collar becomes damaged within 6 months of receipt, we will redo the design at no additional cost. Shipping costs for the return and reshipment are not covered. For damage reported after 6 months, a custom rework fee applies; it covers remaking the collar but does not include shipping.
Non-customized items can be returned or exchanged within 20 days of purchase.
If your order arrives defective or we sent the wrong item, contact us within 7 days with photos. Approved returns must be unused and in their original condition.
Terms and Conditions
Orders and Payments
All prices are in US dollars. Full payment is required before an order is processed. We may decline an order where we suspect fraud or a pricing error.
Product Use and Care
Our gear is built for everyday use, but no collar or leash is indestructible. Inspect your gear regularly for wear, and use it only as intended and under supervision.
Limitation of Liability
CollarWorks is not responsible for damages, injury or loss resulting from the use or misuse of our products. By using them, the owner accepts the risks that come with dog gear — including injury, escape, or equipment failure. Inspect your gear regularly.
Intellectual Property
All content on this site — designs, images and text — belongs to CollarWorks and may not be used without permission.
Governing Law
These terms are governed by the laws of the State of Maryland. [CONFIRM with Sara]
Contact
Questions about these terms? Email info@collarworks.com.
Privacy Policy
What we collect
When you place an order, we collect what we need to fulfill it: your name, shipping and billing addresses, and email address. Payment is handled by our payment processor and is never stored by us.
Everything you enter while designing a product — including a pet name or phone number printed on a collar — is kept with your order record.
If you send us a message through the contact form, we keep your name, email and message, and use them only to reply.
We also collect non-personal usage data, like which pages are visited, to help us improve the store.
Photo uploads
When you upload a photo for a portrait, it is stored with your order on our e-commerce platform's (Shopify's) content delivery network. The photo lives at a web address that is not publicly listed, but anyone with the exact link can view it, and the platform retains it indefinitely. Please upload only photos you're comfortable sharing with us. If you have questions about a photo you've uploaded, contact us.
How we use your information
We use your information to fulfill orders, send proofs and order updates, respond to your messages, improve the store, and comply with the law.
Sharing
We never sell or rent your personal information. We share it only with the service providers needed to complete your order: our payment processor, the shipping carrier, and the e-commerce platform that runs this store.
Cookies and analytics
The store uses cookies to make the cart work, and may use analytics to understand how the site is used. You can disable cookies in your browser, but the cart may not function without them.
We send marketing email only if you subscribe, and every email includes an unsubscribe link. Order emails — proofs, confirmations and tracking — are part of fulfilling your order.
Your rights
Contact us to access, correct, or delete your personal information. We will honor requests to the extent our platform allows.
Changes and contact
If this policy changes, we'll post the update on this page with the date. Questions? Email info@collarworks.com.
Last updated: August 23, 2026.