Returns Exchanges

Returns

Our first and foremost goal is for our customers to be happy with the products they have purchased from Bone & Bow Tie.  If for some reason you are less than satisfied, contact us within 3-5 business days of receiving your package and we will do our best to resolve any issues or concerns you might have. 

Our collars are custom made by hand per order.  We ask our customers to enter their pup's neck circumference during the ordering process. After an order has been placed, we reach out to each customer via email to confirm the neck measurement was taken and entered correctly. We are committed to making sure your pup's new collar fits best as possible.  Unfortunately, we do not allow returns or exchanges due to incorrect measurements.  

Exchanges (if applicable)
We only replace items if they are defective or damaged. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange on your items.  

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift cards

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at boneandbowtie@gmail.com.


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.  

Shipping
To return your product, you should mail your product to: 4906 Magnolia Run Drive Sugar Land Texas USA 77478.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.