Shop policies


Thank you for visiting Dogs By The Bay.

We are a family owned and operated company, Salena, wife, mother, and collar designer and creator, Kaitlyn, daughter, and "master of sewing arts".

We are located in a small town 10 minutes from Galveston, Texas.
We are excited to bring new options to the rather dull selection of collars available here in Texas. Dogs By The Bay can proudly say that all our collars and crafts are handmade, by us, ALL in the USA.

Our goal is to bring you affordable well made collars and crafts and to provide you with the best customer service possible.

Please follow us on Facebook and Instagram @dogsbythebay for more behind the scenes looks at the shop and what’s coming soon!

Payment

Dogs By The Bay customers can pay online with Visa, MasterCard, American Express, and/or payments through PayPal, using the website's shopping cart.

Each Collar is made ONLY AFTER you place your order for YOUR pet.
Payment must be made before we process your order.

Shipping

OUR PROCESSING TIME FOR ALL ITEMS IS 1-2 WEEKS.
We are working day and night due to the wonderful response to our collars.
There is just the 2 of us making them!

If you need your collar(s) for a certain event on a special day, please consider rushing the order for a small fee per number of items you ordered.

***Leaving a note you need your order ASAP does NOT qualify as a rush order***

We ship each collar packaged in a Strong Polyolefin water and tear proof shipping envelope. We ship all items Via USPS Priority Mail which usually takes 1-3 business days to arrive to you in the continental US.

However, please understand that once we ship your order, we have no control over how quickly the USPS actually delivers the order. We provide a tracking number and will help in any way we can if there is a lost or delayed package.

IMPORTANT: Any customs or duty charges are the responsibility of the buyer. Items that are "refused" by the buyer will be refunded minus shipping costs.

Refunds and Exchanges

ALL REFUNDS AND EXCHANGES ARE ON A CASE BY CASE BASIS.
YOU MUST Contact us within 14 days of your package arrival, according to your tracking number, if you think you need an exchange.
If asked for pictures, please send them or no exchange or refund can be made.

After that 14 days, we will no longer take an exchange or refund for your item(s).
All returns for exchange must be approved by us and you will receive a verification number that will need to be included with the returned item if the exchange or refund is approved, before shipping an item(s) back, so please contact us first.

If your collar has embroidery, is silk or lace overlay, is nonadjustable, or if you purchased a leash, these items are NONREFUNDABLE and NON-EXCHANGABLE.

Due to the amount of orders coming back due to sizing or width issues, we have an exchange fee. Price varies on the fabric type or exchanging for a buckle martingale. You will still need to follow all exchange policies including contacting us beforehand to approve the exchange and receive a verification number and ship back the original collar. Only once the original collar is in hand will we fulfill the exchange. The fee covers the price of materials used for the new collar and shipping of the new collar as well. Buyer is responsible for all shipping costs of the original collar and the exchange.

~MY ITEMS WERE A GIFT AND I NEED TO EXCHANGE THEM~
We understand that many people love to give our items as gifts but the exchange policy still applies.

We send a product information card with every purchase.
That includes picture instructions for HOW TO PUT ON A COLLAR.
We know that sounds kind of silly, but martingales can be a little tricky.

To prevent the need for any exchange, please make sure you measure your pets for the proper size and width of the collar.
If you feel the martingale collar is made wrong OR ARE HAVING TROUBLE PUTTING IT ON, please make sure you are putting the collar on properly before contacting us. If you need help with measuring or putting the collar on, contact us or please watch our how-to videos:

How-To Measure Size: https://www.youtube.com/watch?v=zPBe1O1lki0
How-To Measure Width: https://www.youtube.com/watch?v=oPDUn64W2zI
How-To Put On A Martingale: https://www.youtube.com/watch?v=0_YtM2iCduM

--NOTE--
If collar is put on incorrectly and the customer cuts off the collar, NO REFUND, NO EXCHANGE will be made.

We do NOT exchange/refund for WEAR and TEAR.
We can not guarantee these collars for any certain amount of time due to the fact that each dog is different and has its own personality.
Some dogs are quiet and laid back while others are active and love rough and tumble play. We have five dogs of our own and they each have a different "wear time" for their collars.
So please remember, these are fashion collars.
If you have a very active or rough playing pup, we highly recommend you upgrade your collars to CANVAS. They will last longer, with proper care, and be able to withstand your active pups antics. Not all prints can be canvas so please contact us before you upgrade your collar.

Returned collars do not get resold. They will be donated to no-kill shelter and rescues across the US.

- IMPORTANT -
We reserve the right to refuse or cancel and refund any order from a customer if we feel that their experience will not meet our standards of excellence. We want every customer to have the best experience possible!

Additional policies and FAQs

SELLER QUESTIONS:
If WE have any questions about your order or need to clarify some details you might have left as a note at checkout, we will contact you. Please respond before your ship date. If no response is given to certain questions we may have and the ship date of your order comes up, we will make the order as it was placed or can even refund and cancel your order. Example: Leaving a note at check out that you want brass hardware for your order and we send messages letting you know how to upgrade but no response is made or upgrade purchased.

If your questions are not answered, contact us so we can assist you further. Due to the large amount of orders we process daily, sometime notes are missed so please send us a message to guarantee all questions are answered.

So please, keep an eye out for ANY messages from us.

CUSTOM ORDERS:
Don't see something you like or can't find a design that you are dying to have for a collar? We can sure look for you something! Just shoot us a message and we will do our best to find you some different things.

Please note that we do require payment of your collar purchase before we order a custom fabric or ribbon. Due to cost of materials being purchased for your special order, all custom requests are nonrefundable.

CLEANING AND CARE:
Collars SHOULD be washed once a month at least. These collars are very easy to clean. You can either hand wash them and lay them flat to dry or toss them into the washing machine in a delicates bag or with towels and washed on a normal to gentle cycle. You may also dry them on a medium heat in the delicates bag or with some towels to cut down on the noise.

You should always wash the collars IMMEDIATELY after days at the beach or pool to prevent degradation from the salt water and chlorine. Both can cause the fabrics to fade much faster than they should.

WEAR AND TEAR:
We do NOT exchange/refund for wear and tear. We can not guarantee these collars for any certain amount of time due to the fact that each dog has its own personality. Some dogs are quiet and laid back others are active and love to rough and tumble play. We have four dogs of our own and they each have a different "wear time" for their collars.
So please remember, these are fashion collars.
If you have a very active or rough playing pup, we highly recommend you upgrade your collars to CANVAS. They will last longer, with proper care, and be able to withstand your active pups antics. Not all prints can be canvas so please contact us before you upgrade your collar.

VARIATIONS:
We do our best to capture to exact colors each collar possesses. However, due to different light setting on each monitor, phone, or tablet, we can not promise they will match the image online exactly. If you have questions about colors of a collar, please message us and we will do our very best to show you more pictures.

Also, many prints vary in size. We try to get as much of each design on each width but they can vary from collar to collar. That is one of the beautiful things about the collars being handmade. Each one is a little different.

IMPORTANT REMINDERS:
We reserve the right to refuse or cancel and refund any order from a customer if we feel that their experience will not meet our standards of excellence. We want every customer to have the best experience possible!

Dogs by the Bay shall not be liable or responsible for any injury or loss caused directly or indirectly by our products.
Please Note: We do not recommend any of our products be used for tie-out.