Shop Policies
POLICIES & CARE
We want your Lone Dog gear to look great, fit right, and last. Here's everything you need to know about caring for your gear, shipping, returns, and warranties.
THE IMPORTANT STUFF
BioThane® makes cleanup easy, but a little care goes a long way, especially when crystals are involved.
Hand wash your gear using a gentle detergent and rinse thoroughly. For crystal collars, a soft toothbrush can be used to carefully clean around the crystals. Towel dry after washing.
Check your collar, leash, and hardware regularly for signs of wear or damage. While we use high quality hardware, all dog gear can wear over time and should be inspected regularly.
For your dog's safety, we don't recommend leaving collars on while your dog is unattended.
PRODUCT CARE
Ready-to-ship orders: Please allow 2–5 business days (Monday–Friday) for processing before shipment.
Custom orders: Because every custom piece is made just for you, please allow approximately 2–3 weeks for processing. Sometimes we're able to get your order out even sooner!
Shipping rates are calculated based on your location and selected shipping method.
Once your order has been handed over to the shipping carrier, delivery timelines are outside of our control. If your tracking shows an issue or your package appears to be lost, please contact us and we'll do our best to help you determine the next steps.
SHIPPING & PROCESSING
We want you to love your Lone Dog gear, so please double-check sizing, width, colors, and product details before placing your order.
Ready-to-ship collars:
Changed your mind or ordered the wrong size? Ready-to-ship items may be returned within 14 days of delivery as long as they are unused, unworn, and in their original condition.
Customers are responsible for return shipping, and original shipping charges are non-refundable. Once your return has been received and inspected, your refund will be issued to the original payment method.
Items showing signs of wear, use, damage, hair, dirt, or alteration cannot be accepted for return.
Custom orders:
Because custom pieces are handcrafted specifically to your measurements and design selections, all custom orders are final sale and cannot be returned or exchanged.
Please double-check your dog's measurements and all design details before purchasing your custom listing. If we made an error with your order, please contact us so we can make it right.
Toys:
All toy sales are final.
For custom-order sizing and ordering details, visit Custom Orders →
RETURNS & EXCHANGES
We stand behind the hardware used on our gear. If a buckle is found to be defective within one year of purchase, please contact us so we can make it right.
Normal wear, scratches, fading, finish wear, or damage caused by use are not considered manufacturing defects and are not covered under the hardware warranty.
Have a concern about your hardware? Send us a photo along with your order information and we'll be happy to take a look.
HARDWARE WARRANTY
STILL HAVE QUESTIONS?
We're happy to help.