Frequently Asked Questions:
What is custom embroidery?
Crew LaLa is happy to announce that we are now offering custom collar and bandana embroidery! Customers have been requesting this option for years, so we're happy to finally release this much anticipated addition to our product catalog. 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. Simply type the color you'd like to see on your collar or bandana! A chart is posted below for you reference.
Can I choose my embroidery font?
Definitely! A drop down menu is available on each listing with our font options. We offer our custom embroidery in a variety of fonts!
How do I figure out what 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 email@example.com.
Can I request a different sized bow for my collar?
Example - I would prefer a Small bow, but my dog needs a Medium 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.
Are the bows removable?
Yes! Our bow's unique design includes elastic snap attachments that attach securely to your collar & are still easily detachable.
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 firstname.lastname@example.org with any custom fabric inquiries. Pricing will be dependent on fabric & labor costs and will be determined on an individual basis.
Once I place my order, how long will it take for me to receive it?
Crew LaLa™ products are all handmade to order just for you! Production time is based on the amount of current orders. With this in mind, please allow 6-8 business days for production before shipping. Standard shipping via USPS First Class mail will typically take 2-4 business days. You will receive an email confirmation with tracking info when your order ships.
Production times may vary depending on the season, so please email us at email@example.com if you need your order by a certain date. We try to accommodate any special requests, but if you need your order within 1 week, we advise that you upgrade to RUSH PRODUCTION (1-3 business days before shipping).
Oh, no! I forgot to measure before I ordered and my collar is the wrong size. What can I do?
Due to the fact that each Crew LaLa™ product is custom made by hand to order, we do not accept returns. If a collar or leash needs to be exchanged for a different size, there will be a $10 production charge per item to remake the item. Merchandise should be returned in its original unused condition. The customer is responsible for paying shipping fees associated with exchanging an item.
Please note that exchanges are not applicable for custom ordered fabrics, collars with engraved buckles or clearance fabrics.
If you would like to proceed with an exchange, please email us at firstname.lastname@example.org An invoice will be sent to the customer with exchange/shipping charges & must be paid in full before the exchange will be added to the production schedule. Exchanges must be initiated within 30 days of the date of purchase.
Please mail all items to be exchanged to the following address:
1309 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, or incorrect due to our oversight (wrong size, wrong name/phone number, incorrect fabric, etc.), 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 email@example.com if you are having this issue.
I love my pup's new collars and leashes! How do I wash them?
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!). If your dog routinely plays in water/sand/mud, we suggest alternating our bow collars with a "Ruff-N-Tuff"
**DISCLAIMER: Please do not use Scotchgard™ if your dog has any skin allergies.