Above all else, we want you to be happy with your purchase. If you have an issue for any reason, please contact me right away. The quickest way to do this is sending me a message on Facebook, but you can also send me an email at heartdogcreations@gmail.com. For now I have some of my commonly asked questions here:
Q: How long will it take me to get my order? What’s your turnaround time?
A: My current turnaround times vary by product. The best way to keep track of where I am on your order is through my “progress page” here. This also lists the current estimated turnaround times.
Q: What is a single layer? What is a double layer?
A: So many options, and choices, so hard to choose. I have a write up here to help learn about single layer vs double layer.
Q: What is a taper, and how much should I taper my collar down at the buckle?
A: Tapering your collar is for the benefit of the dog. and makes the collars less bulky under the chin, which helps them be more comfortable. I have a write up here to help learn about tapers.
Q: How do I measure my dogs neck?
A: I have compiled a how-to here.
Q: Do you ship internationally?
A: Yes indeed! I ship all over the world. Don’t see your country listed as a location we ship to? Message us and we can have it added and provide a shipping quote.
Q: Can i order another collar or tag, and have them ship together instead of paying extra shipping?
A: We can definitely do this! You can place your order on my website like normal, then email or message me on Facebook, and I will refund you the additional shipping, OR you can use code: ADDONSHIP. For either option you MUST put in the notes your order number you would like the new order added to. Please do NOT use this code unless you are adding to an existing order. Please note, when you add to your current order, this CAN reset, or delay your turnaround time.
Q: I’ve already placed my order, can I change my address?
A: Unfortunately no. Paypal is very strict with addresses and the only way both the buyer and seller are protected if the address listed on Paypal is the one that is used.
Q: How do I care for my leather collar?
A: You can check out our leather page for some tips on how to care for your collar here.
Q: Do you accept returns?
A: All our products are custom made to order and therefore returns are not accepted. If for any reason you are unhappy with you purchase, please reach out to me and I will do my best to make it right.
Q: Do You put insurance on shipping? A: I do not add insurance on my packages. If you would like me to add insurance reach out to me and I can get a quote for the amount of insurance you would like added.
Q: Can I pay with a credit card, or NOT using PayPal?
A: We do hav the option to turn on credit card payment without using paypal. Please message us when you are ready to checkout and we can turn this option on, on the website for you.
Q: What do I do if my package is lost? A: This is a buyer and sellers worst nightmare. We are not responsible for lost, damaged, stolen packages, or packages delivered to an outdated address. If your package is lost in shipping and you did not pay for insurance to be added, unfortunately I do no have any recourse with the post office. Sometimes tracking will stall for a bit, especially on international packages. If for some reason your package was marked delivered but you do not see if at your door we highly suggest reaching out to your local post office IMMEDIATELY. Sometimes they are able to GPS track where the package was dropped off, or consult with the driver to see if he delivered to the wrong address (this has happened). The sooner you contact your local post office the better to allow them the chance to locate the package. Once the package is dropped at my post office unfortunately I do not have any more options available to me to locate it.