How do I know what size to order?
What is the Difference between a Buckle, Martingale, or Buckle on Martingale Collar?
Do you ship internationally?
Do you make custom collars?
What methods of payment do you accept?
Do you donate to rescue groups?
What method of shipping do you use?
Production and Shipping Time
Return & Exchange Policy
Privacy & Security
How do I clean a BigDogBoutique.com collar?
What size should I buy for my new puppy?
What if my question isn't answered here?
 


How do I know what size to order?


Always measure your pet and use the size measurements provided on each product page. See our video illustrating how to measure for a dog collar or our article on how to measure your dogs neck without a tape measure for assistance. Sizing varies by brand and style of collar so be sure and measure your pet and compare to the sizing guidelines in each product description. One manufacturer's medium may be another manufacturers large so it's very important to shop by actual neck measurement. Our dog collars are available in neck sizes ranging from 4" to 34".

Sizing guidelines do not apply to breed collars. Each breed collar is designed to fit the standard neck size of that particular breed. If your dog is particularly large or small for their breed, make a note in checkout and we'll be sure to ship a collar well sized for your pet. Additional charges may apply for significant size changes.
  

What is the Difference between a Buckle, Martingale, or Buckle on Martingale Collar?


See our article What is a Martingale Collar for an explanation of the difference between a standard buckle collar and a martingale collar. The difference between a martingale collar and a buckle on martingale is that a martingale collar is put on and removed by slipping over the head, while a buckle on martingale collar is put on with a quick release buckle.
  

Do you ship internationally? How much is postage?


Yes! We ship to almost every country where mail can be reliably delivered. International shipping costs are automatically calculated. To view international shipping rates, add the desired items to your shopping cart, then click "estimated shipping costs". Most international orders are sent via USPS International First Class. 2 weeks is average delivery time for international orders, but because of customs inspections it's impossible to predict delivery on orders outside the US- International Priority is available for an additional fee, and delivered within 5-7 days. International buyers are responsible for any import fees or taxes assessed by their local government.



DISCLAIMER:
 
Each consumer is responsible for determining the suitability of BigDogBoutique.com products for their individual situation. By purchasing, you acknowledge that you accept all responsibility for any accidents. Collars should be inspected regularly.




Do you make custom collars?


Custom collars are seasonally available, based on our sales volume and travel schedule. When time allows, we are more than happy to develop collars in custom trims, for custom applications, or for special dogs. For very custom collars for working dogs or special needs companions, use the contact form to contact us.  


What methods of payment do you accept?


You can pay with a credit or debit card or paypal.
We use paypal to securely process credit cards on our secure website. Paypal is the industry leader in financial security and utilizing PayPal's processing service allows us as a small business to process your payment using cutting edge security technology. We never even see your credit card number!
 

Do you donate to rescue groups?


Yes! We are active physically and financially in dog rescue. We allocate a certain number of dog collars to be donated each year, for a donation for your group or fundraising auction, fill out the donation request page and if all collars have not been claimed for the year we will provide a donation. If you are interested a quantity of collars, we offer special pricing for rescue groups (Because we are a distributor for several brands, our rescue pricing is sometimes below wholesale cost). To access rescue pricing set up an account using the instructions on the rescue dog donation page  


What method of shipping do you use?


We ship via USPS unless UPS is selected and paid for during checkout. At our discretion we occasionally ship large orders via UPS.
 

Is rush shipping available?


We ship from centrally located Joplin, MO, so Priority Mail, a shipping upgrade of only a few dollars, is almost always delivered to any location in the USA in 2 to 3 days. We also offer USPS Express Mail (1-2 days, depending on your location) and all UPS services- including UPS Next Day Early AM. (Please check use the contact form to contact us if you need overnight shipping to confirm you are ordering on a shipping day) 
 

Production and Shipping Time


We field lots of questions about "late" or "missing" orders, but must of the time the order included a custom or backordered item and a notice of delayed shipping displayed during checkout or on the order confirmation. Before contacting customer service please check over your order confirmation for a backorder notice (at the bottom) or check the website product descriptions of the items ordered to see whether any of the items ordered were custom and how many days we estimate needing to have the collars made just for your dog!
The vast majority of items on our website are in stock and if your order does not include any custom items your order should ship within 24-36 hours. If your order includes custom items, additional processing time will be required as outlined in each of the descriptions of custom items.  
 

Return & Exchange Policy


NO RETURNS OR EXCHANGES CAN BE ACCEPTED for Custom Collars, ALL buckle on martingale collars (except Spindrift's), and breed martingales. Unauthorized returns of these items (which are hand-made to order) will be charged a 30% restocking fee. All other items fitting requirements below are eligible for return and exchange.

You may return new, unused items within 30 days of delivery for a full refund. Items should be returned with an explanation of problem (2" too small, darker than color expected, etc) and desired action (refund, exchange, etc). Returns cannot be processed without this information. Please be sure to clearly mark "RMA-< your order number >" somewhere on the OUTSIDE of the package.

Exchanges for a different size are processed for only the cost of a second shipment ($4) and a payment of any price difference between the size ordered and the size exchanging for, but returns may be charged a restocking fee up to 20%. EXCHANGES CANNOT BE PROCESSED WITHOUT A SHIPPING FEE OF $4. This MUST be included as check or cash or your exchange will be treated as a return and charged a restocking fee.

Only collars that have not been worn and have not had tags removed may be returned. Absolutely no returns can be accepted on the following items:
    - Custom made leashes and collars (including ALL buckle on martingales -except Spindrift's)
    - Any item showing signs of wear or use.
    - Personal items (dog treats, grooming brushes, etc)
    - Items delivered more than 30 days ago.

We reserve the right to deduct shipping charges from amount of refund if a returned order took advantage of our free shipping over $20 offer.

Returns and exchanges may require up to 2 weeks for processing. This includes the transit time for us to receive your return (3-5 business days), time for us to process your return (3-5 business days), and time for your bank to process a refund (2-5 business days).

Ship to:
BigDogBoutique.com
3300 E Zora St
Webb City, MO 64870



Privacy & Security


Your personal information is strictly confidential, and will not be sold, shared, rented or given to anyone. Online order & payment processing is 100% safe & secure. 


How do I clean my Dog Collar?


The safest way to clean a nylon or cotton dog collar is on the gentle cycle of a washing machine with a load of socks, towels, or similar non-delicate items. Use mild detergent and cool or warm water. If the dog collar has an odor from use, presoak in a bowl of water with three tablespoons dissolved baking soda. Leather collars should NOT be soaked or washed with detergent. Use saddle soap or similar leather cleaning product, minimal water, and, if desired, a leather conditioner. Do not over condition leather or your dog's coat may be discolored.  
 

What size collar should I get for my new puppy?


Sizing collars for puppies can be tricky! Please see our article about How to Buy the Right Size Collar for Your Puppy.  


What if my question is not answered here?


If you still have questions, use our contact form to ask us directly. Or use Live Chat (linked at the upper right hand corner of this page)