Make My Dog's Collar | Premade Store | Contact Us

Customer Service

Ordering

All online credit card orders are processed through our Secure Server (SSL). We accept MasterCard, Visa, Discover, and American Express.

Phone and fax orders are also accepted with a credit card. To place a phone order, call 971.236.9010. To place a fax order, complete the general and payment information in the online order form, including your credit card number. Print out the order page after completing the form. Include the items you want to order. Fax the order to 971.925.1351.

Mail orders are accepted with receipt of a personal check or money order. Complete the general information on the online order form. Print out the order page after completing the form, including the items you want to order. Mail the form with your payment to:

Dog Collar Factory
4287 SE International Way
Suite D
Milwaukie, OR 97222-8825

Shipping

Select the shipping option you prefer once you are ready to check out. Please allow 24-48 hours for processing, especially during busy holiday periods and following a weekend. All orders are shipped via United Parcel Service (UPS) Ground unless otherwise specified. Normal shipping time is approximately 5-7 business days within the continental US. We can also ship via UPS Next Day or UPS Second Day service if you would like rushed shipping. UPS cannot deliver to PO boxes, so if you select Second Day or Next Day delivery we must have a physical street address. Please be aware that UPS does not deliver on Saturdays or Sundays.

Shipments to Alaska, Hawaii, Puerto Rico, and the Virgin Islands are sent via UPS Second Day Air unless they are being shipped to a PO Box. Any shipment to a PO Box, APO or FPO address will be sent via the United States Postal Service (USPS) Priority Mail.

Although UPS is normally very reliable, we cannot be responsible for occasional delivery delays caused by UPS. If a package is lost in transit, we will trace the package for you through UPS. If the package still cannot be located after the trace, we will re-ship your order at no extra cost to you.

International Orders

We are happy to ship international orders to Canada and around the world. A MasterCard or Visa is required for all international purchases. Prices are given in US dollars and will be converted to your currency by your local bank or credit card company. If you place an international order, you will see the extra charges that apply to your area when you view your shopping cart. Any customs charges that may occur are the responsibility of the customer.

Custom Orders

All of our products are made carefully by hand in Portland, OR, using the finest materials. It may take us up to two weeks to assemble your personal, customized collar.

Back Orders

Although we try our best to have all pre-made items in stock at all times, occasionally a third party cannot supply a particular component to us as soon as we would like them to. In such situations, we will notify you about the delay and ship you collar as soon as possible.

Returns and Exchanges

Since it is made especially for you, a Dog Collar Factory collar cannot be returned or exchanged unless there is a manufacturer error. No refunds are provided unless an item is deemed defective.

Still can't find the answer to your question? Check the FAQ, or contact customer service.