Frequently Asked Questions
I strive to keep all of my amazing customers happy. If you have an issue for any reason, please contact me immediately, the quickest way to do this is sending me a message on Facebook. Some of the most common questions I get are below!
Q: How long will it take me to get my order? What’s your turnaround time?
A: Current turnaround time is approximately 28 business days.
Q: I already placed my order and I’d like to add another collar or two. Can you combine shipping?
A: Of course I can. Before placing your second order simply shoot me a message on Facebook and Ill generate a code for you to use. Be sure to send me your order number and please note, this does reset your turnaround time. If you place separate orders going to the same address without the code and your orders happen to be done at the same time they may ship together..
Q: I have a question about afterpay, can you help?
A: Check out the afterpay FAQ page!
Q: I have a piece of fabric I’d like turned into a collar, can I send it to you?
A: As long as it’s 100% cotton, in most cases - yes!! I need a strip that it at least 6x36”. Simply shoot me a message on Facebook to coordinate. A 10% discount will be applied to the collar you send fabric for. Please note, any extra, unused fabric you send will not be returned.
Q: Can you line my collar with the same color as the sample picture (or picture you saw posted on Facebook)?
A: Yes and no. Sometimes I discontinue a lining color, so if it’s gone I can not. I will do my best to match it to the closest color I have in stock. Also, please keep in mind some collars have 5 or more sample pictures- so you need to give as many details as you can.
Q: I’ve already placed my order, can I change my address?
A: Unfortunately no. Paypal is very strict with addresses and the only way both the buyer and seller are protected if the address listed on Paypal is the one that is used.
Q: Where are you located?
A: We are in the United States!
Q: I really like a specific area/row/character on a fabric I see on your site, can I request that exact thing on my collar?
A: I can not guarantee what section of fabric you will get on your collar. The row or character you request might be 8-10 inches up and would require a large amount of fabric waste to get to it. To keep costs (and waste) low, I have decided not to accept requests like this.
Q: I have one of your collars that fits my dog perfect, but I’m not sure what size it is, can you make me another one just like this?
A: I sure can. I just need the interior circumference of the collar you own now and I can make one the same size. To get this measurement you will need a soft measuring tape to measure the inside of the collar all the way around.
Q: Can I wash my collar?
A: You sure can. Penny's Collars can be hand-washed or tossed in the washer inside a tied closed pillow case, and then laid flat to dry.
Q: I would like my collar to be 1/2” wide (or 5/8” or or 3”) but do not see that size on the website- can I order it another way?
A: In order to keep my prices low, I bulk order all my hardware and webbing. At this point in time, I’ve decided to only carry 3/4”, 1”, 1.5” and 2”.
Q: Do you accept returns?
A: All Pennys’s Collars are made to order based on your pets measurements and your style and taste, therefore returns are not accepted.
Q: My tracking hasn’t moved in over a week, is my package lost? or My package says it was delivered, but I didn’t get it.
A: Please contact your postmaster for assistance. Once your package is dropped off at the post office, it's in the hands of USPS, which I have no control over. If there are issues of ANY kind with shipping, slow tracking, a stolen package, wrong address etc your local post office will be able to help you! Although we will make every effort on our part to insure you receive your package in a timely manner, it is completely up to the shippers as to when you actually receive your package. Undeliverable packages that require re-shipment are subject to a re-shipment charge equivalent to the original shipping costs.
