Shipping & Returns

Thanks for shopping at https://collardirect.com/ (“the Website”). The Website, including this Shipping & returns Policy, is owned and operated by Deep Purple LLC, a limited liability company registered under the laws of the State of Delaware, dba CollarDirect (“CollarDirect”).

Orders through the Website

Orders through the Website are available for all Website visitors, either registered or not.

Availability of goods

The status of each item in stock is updated once every 24 hours. For this reason, you may happen to order an item that is already sold out in the meantime. If that happens, you will be notified in a timely manner.

Orders placement

All orders are processed within 1-2 business days (business days do not include weekends or public holidays). Orders placed on weekends or holidays will begin being processed on the following business day. An order cancellation may not be guaranteed after your order has been processed for shipment.

Shipment within the US

Shipment time is 1-5 business days (depending on the shipping method) from the date the order is shipped out.

If we are experiencing a high volume of orders, shipment may be delayed for a few days. CollarDirect is not responsible for a late delivery due to holidays, weekends or any delay caused by a shipping company.

International shipment

Currently, we offer international delivery to Canada and Germany (limited items). Prices on our website are shown in US dollars. Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of a receiving customer.

For international shipping we use only USPS.

If you have selected an item that cannot be shipped internationally, we will inform you in the checkout process on the Website. International shipping time estimations are not guaranteed. Customs clearance can significantly delay the delivery of international orders. Such delays are not reflected in our estimated shipping times and are beyond our control.

Shipment to the wrong address

Please note that we ship an order only once. So, if you give us the wrong address, unfortunately we will not be able to make a refund and send such an order to another address.

In case you gave us a wrong address and the item returned to us because of that, you will have to pay for the next shipping. Otherwise, we will have to withhold original shipping charges from the refund.

Tracking information

You will receive the tracking number of your order on your e-mail shortly after such an order is shipped. You may track your order directly on the website of a shipping company.

Customs duties and taxes

We are not responsible for any customs duties and taxes applicable to your order. All fees imposed during or after shipping are the sole responsibility of a customer. For any issues regarding customs or duty fees, please contact your local customs office. These fees cannot be refunded, as they are not charged by us.

Damages

We are not liable for any goods damaged, lost or stolen during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

Return of unwanted items

You may either return an unwanted item for any or no reason and get a refund, or exchange it within 7 days of receipt. To be eligible for a refund or exchange, such an item must be in the same condition as when you received it, unused, with tags, and in its original packaging. Shipment of an unwanted item shall be at customer’s expense.

To initiate a return, please contact us at support@collardirect.company and we will provide you with the instructions.

Returns of defective items

Returns of defective items are accepted within 365 days of receipt. If an item is defective, you will be offered a refund or a replacement. Shipment of a defective item shall be at CollarDirect’s expense.

To initiate a return of a defective item, please contact us at support@collardirect.company and we will provide you with the instructions.