Returns and Exchanges at PetTagCollars: What You Need to Know

Returns work differently for personalised items than for ordinary ones, and the difference matters before you order — not after the parcel arrives. This guide explains our policy in plain language. The full legal wording is on our refund policy page.

Personalised items: final after one hour

Anything custom made with your pet's name and information — engraved collars, personalised tags, custom name-plate items — is made to order for your pet alone. Because of that, it cannot be changed, cancelled or returned after the first hour from when you place the order. That first hour is your grace period: use it to double-check the spelling of the name and the phone number, because after it closes the item is being made and the sale is final. The one exception is if the item arrives defective, damaged, or materially different from what you ordered — then contact us and we will make it right.

Non-personalised items: 14 days to exchange or return

Items that are not personalised — plain collars, leashes, harnesses and sets that were not custom made — can be exchanged or returned within 14 days of delivery, as long as they have not been opened, worn, used or soiled and are in brand-new condition in their original packaging with their original tags. A restocking fee of 10–30% of the regular price may apply, depending on the product category and condition, and return shipping is at your own expense. Hygiene-related products, and any pet wear that has been opened, worn, used or soiled, cannot be returned for hygiene reasons.

How to start a return

First, email Customer Care at CustomerCare@PetTagCollars.com with 3–4 photos of the item and a short description of the problem. We will issue a return authorisation (RA number) and instructions. You then have 7 days from the day the authorisation is issued to send the item back by a trackable courier method, at your own cost. Keep your tracking number: we cannot process a return we cannot trace.

How to avoid needing one

Most returns we see come from two avoidable mistakes. The first is size: measure your dog's neck with a soft tape and check the size chart on the exact product page, because sizes vary from one style to another — a Medium in one collar is not the same as a Medium in another. Read our measuring guide before you order. The second is spelling: read the engraving back to yourself, character by character, before you submit. Personalised items cannot be fixed after the one-hour window, and a misspelled name is the one mistake we cannot undo.

Frequently asked questions

Can I change the engraving after ordering? Yes, but only within the first hour after you place the order. Contact us immediately and we will update it. After that hour, the item is in production and cannot be changed.

What if my order arrives damaged? Contact Customer Care with photos. Defective, damaged, or materially different items are the exception to the final-sale rule for personalised products, and we will replace or refund them.

Do I pay for return shipping? Yes — courier charges for returning items are at your own expense, and the item must be sent by a trackable method within 7 days of your return authorisation.

If you are unsure whether an item is personalised before you buy, check its product page: every personalised product says so in its description. You can also read our shipping policy for delivery times and our FAQ page for more answers.