Sizing, Care, Cancellations & Exchange Policy
Find the right fit for your pup! 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!
*Please let us know if you need a specialty size that is not listed.
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 actively plays in water/sand/mud, we suggest alternating our bow collars with a "Ruff-N-Tuff" style!
**DISCLAIMER: Please do not use Scotchgard™ if your dog has any skin allergies.
We will repair certain items for a $5 repair fee. We ask that you please clean the item before returning it into our shop.
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 our Office Manager via email at WOOF@CREWLALA.COM.
Due to the fact that each Crew LaLa™ product is custom made by hand to order, we do not accept returns. Please be sure you are ordering with our SIZE CHART in mind. If a collar or leash needs to be exchanged for a different size, there will be a $10 production charge per item that must be remade. 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.