Refund policy
Captive Collars® Refund & Purchase Policy
We take great pride in creating every piece by hand in our studio, custom-crafted for each customer. Because our products are handmade and personalized, please carefully review all product details, sizing information, and policies before placing your order.
📦 All Sales Are Final
All transactions are final.
All orders are custom-handmade to order at the time of purchase. Because each item is made specifically for you and for hygiene and safety reasons, we do not accept cancellations, resizes, exchanges, returns, or provide refunds.
Please carefully review sizing information, product descriptions, materials, and customization details before placing your order.
Price Adjustments
We do not offer price adjustments on orders placed prior to sales, promotions, discounts, or markdowns.
Custom Design Consultation Fees
Custom Design Consultation Fees cover the time spent designing, pricing, photographing, and preparing custom requests.
The consultation fee is applied toward the purchase of the approved custom design only. If you choose not to proceed with the custom design, the consultation fee is not transferable to another order and is not refundable.
Custom Design Consultation Fees are non-refundable once design work has begun.
Incorrect Sizing
Customers are responsible for selecting the correct size before placing an order. Please carefully follow our Sizing Guide and contact us before ordering if you need assistance.
Incorrect sizing selected at checkout is not considered a manufacturing defect and is not eligible for a refund, exchange, or return.
🚚 Shipping Issues (Lost / Damaged / Delivered but Missing)
Once your package leaves our studio, all shipping is handled by the carrier. We are not responsible for:
- Lost, stolen, or misdelivered packages
- Delays in transit
- Packages marked as "delivered" but not received
- Damage caused during shipping
If you experience a shipping issue, please contact the shipping carrier directly to file a claim. We are happy to provide shipment information to assist with the process.
🌎 International Orders: Customs, Duties, and Taxes
Customs fees, import taxes, duties, and VAT are not included in your order total. These charges are the responsibility of the customer and are collected by your country at delivery.
Captive Collars® is not responsible for customs delays, fees, duties, taxes, or additional charges incurred after shipment.
📦 Returned or Refused Packages
If a package is returned to us, please contact us to arrange reshipment. Additional shipping and handling fees may apply.
- Packages returned without prior contact will be held for 60 days.
- After 60 days, returned packages may be considered abandoned and may be disposed of.
- Packages refused due to unpaid customs duties may require additional shipping fees before being resent.
❓ Questions Before Ordering
If you are unsure about sizing, lock options, materials, or design details, please contact us before placing your order. We are happy to help you feel confident in your purchase.