Help & FAQ
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.
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.
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.
How do I get free shipping?
Free shipping shows up as a shipping option for all orders over $25.00. International and Canadian orders are excluded from free shipping. Free shipping will be shipped by first class mail only.
Why haven’t I received my package?
Once the package leaves our shop, it’s in the hands of USPS. We normally send confirmation emails that provide tracking numbers, check your email again to find that number. We can provide the tracking # upon request. You can use the tracking # to contact your local postal office or check online to check the status of your package.
Return & Exchange Policy
We are not responsible for lost or damaged returned merchandise at the hands of selected delivery carriers. Unless we have made a mistake in filling the order, all return shipping expenses are to be paid by the customer. Orders that we ship and are refused by customer or marked return to sender for lack of full address will not be refunded or reshipped.
NO RETURNS OR EXCHANGES CAN BE ACCEPTED for Custom Collars, personalized collars, or breed martingales. We use the exact text in order details to be embroidered or engraved, so please make sure it's correct before submitting the order. We cannot accept returns for custom products due to text, letters or numbers missing from order details as submitted by customer.
Unauthorized returns of these items (which are 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 personalized, embroidered, engraved, or special-size items.)
- Any item showing signs of wear or use. (If any fur or dirt is showing, we will not be able to process your return or exchange)
- 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).
319 S Main Street
Carthage, MO 64836
How do I clean my 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.
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.
Production and shipping times
We field lots of questions about “late” or “missing” orders, but most 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.
If you can't find what you're looking for here, contact us!
Please try email first as we can't always get to the phone. We do accept text messages as well.