FAQ
Embroidery & Custom Requests
What is custom embroidery?
Custom embroidery is a fun way to add your pup's name, and or phone number, to your new collar or bandana. For only $18, you can add this personalization to any collar or bandana!
Can I choose my embroidery color?
Of course! We offer our custom embroidery in a variety of colors. Each color corresponds to a webbing color that we already offer on our collars. As a standard, when adding embroidery to your collar, the embroidery will match the color webbing you selected. However, you're welcome to select a custom color for your pieces. A chart is posted below for you reference.
Can I choose my embroidery font?
Definitely! A custom menu is available on each listing with our font options. We offer our custom embroidery in a variety of fonts!
Do you take custom fabric requests?
Whether you have a specific fabric in mind or just a general color scheme, our team is happy to work you to find the perfect style for your pup! Please email us at woof@crewlala.com with any custom fabric inquiries. Pricing will be dependent on fabric & labor costs and will be determined on an individual basis.
Sizing
How do I know which size my pup needs?
As all of our products are custom made to order, finding the right fit for your pup is very important! Measure his or her neck's exact circumference with a soft tape measure to determine which size is appropriate. Please note that we have already factored in some extra room for comfort, so no need to add any spare inches to the length!
What if my pup is in between sizes?
If you feel like your pup may be in-between sizes, please include your dog's neck in the special instructions box in your shopping cart. As all items, are custom made to order, we have no problem making a custom sized S/M, M/L, etc! If you have any questions about sizing, please do not hesitate to reach out to us at woof@crewlala.com.
Can I request a different size bow for my collar?
We're happy to substitute the bow size on any of our collars. Please refer to our bow size chart to determine which size bow you feel would best suit your pup. Specify any substitutions in the notes section in the product listing or in the special instructions box in your shopping cart. Our bow's unique design includes elastic snap attachments that attach securely to your collar & are still easily detachable.
Returns, Repairs, Exchanges & Cancellations
Returns
As each item is made to order, we do not accept returns. We are happy to exchange any non-personalized, un-worn item or offer in-store credit. If the item is received damaged, defective or incorrect due to an oversight on our part, we will gladly replace the item free of charge.
Repairs
We will repair certain items for a $5 repair fee. We ask that you please clean the item before returning it into our shop.
Exchanges
If you would like to proceed with an exchange, please email us at woof@crewlala.com. Exchanges must be initiated within 30 days of the date of purchase. Please note that exchanges are not applicable for custom ordered fabrics, collars with engraved buckles, embroidery, or clearance fabrics.Please clean your product and mail all items to be exchanged to the following address: Crew LaLa1309 Ashley River Road Charleston, SC 29407. For exchanged goods, please note that the item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.If the item you receive is damaged, defective, incorrect due to our oversight or you accidentally ordered the wrong size, we will be happy to replace your item free of charge. We will provide a shipping label for you to return the product in question. Please contact us via email at woof@crewlala.com if you are having this issue.
Cancellations
Crew LaLa takes pride in the fact that all of our items are made-to-order. Because of this, all order alterations, changes, and cancellations must be made within 72-hours of the order. After that period, the customer can no longer cancel or alter his/her order. We understand that special circumstances exist, and in that case, please contact us at woof@ crewlala.com.
Production & Shipping
Production Time
Crew LaLa products are handmade to order just for you! With this in mind, please allow 7-9 business days (Monday-Friday) for production before shipping.
Shipping
All orders will be shipped via USPS First Class Mail with delivery confirmation. An email will be sent to you once your package has been shipped. Please allow approximately 7-9 business days for production & 3-5 days for delivery.
Rush Order with Overnight Shipping
All orders will be shipped via USPS Priority Mail with delivery confirmation. An email will be sent to you once your package has been shipped. Please allow 1-3 business days for production & 1 day for delivery.
Rush Order with Priority Shipping
All orders will be shipped via USPS Priority Mail with delivery confirmation. An email will be sent to you once your package has been shipped. Please allow 1-3 business days for production & 2-3 days for delivery.
International Shipping
All International orders will be shipped via USPS First Class Mail. An email will be sent to you once your package has been shipped. Our current production time is 4-6 business days. After your package has shipped, delivery is typically within 10-14 business days however it can take up to 6 weeks. First Class Mail does not include tracking or insurance. We strongly suggest upgrading to Priority Mail for faster delivery with tracking. Please contact us for all upgraded shipping options.
DHL International Shipping
An email will be sent to you once your package has been shipped. Our current production time is 4-6 business days. After your package has shipped, delivery is typically within 1-3 business days & tracking information will be provided. Please note, additional Customs fees may be due upon delivery based on your country's regulations & are beyond our control.
Cleaning & Care
Cleaning Collars and Leashes
To keep your Crew LaLa accessories spic and span, all collars and leads are washable. We suggest hand washing in mild detergent and laying flat to dry. Do not machine wash. For added protection, apply Scotchgard to your collar before use. To prevent your buckle from becoming overly scratched, we recommend refraining from attaching metal dog tags to your collar. Extend the life of your Crew LaLa products by alternating your favorite styles - after all, they are your dog's only true accessories! Please keep in mind that no collars are indestructible. General wear & tear will be determined by your pup's lifestyle & behavior (and their playmates!).
Cleaning Bandanas
Our bandanas are machine washable. We recommend a gentle cycle and laying your bandana flat to try. Do place your bandana in the dryer due to possible risk of fabric shrinkage.