Customer Service

FAQ | Ordering | Shipping | International Orders
Custom Orders | Back Orders | Returns & Exchanges

 

Ordering

Each collar and cuff is hand-made to order. Please allow up to two weeks, plus shipping time, to process and complete your order.

All online credit card orders are processed through our Secure Server (SSL). We accept MasterCard, Visa, Discover, and American Express.

We are now also accepting PayPal for online orders.

Phone and fax orders are also accepted with a credit card. To place a phone order, call 971.236.9010. To place a fax order, go through the customizer and submit your order to the shopping cart. Complete the contact, shipping, and payment information in the online order form, including your credit card number. Print out the order page after completing the form, making sure it includes the items you want to order. Fax the order to 971.925.1351.

Mail orders are accepted with receipt of a money order. Please note that we do not accept personal checks. Follow the instructions to fax an order, and mail the printed form with your payment to:

Collar Factory
11858 NE Halsey St.
Portland, OR 97220

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Shipping

Select the shipping option you prefer once you are ready to check out. All domestic orders are shipped via United Parcel Service (UPS) Ground unless otherwise specified. International orders and P.O. Boxes are shipped via United States Postal Service (USPS). Normal shipping time is approximately 5-7 business days within the continental US. We can also ship via UPS Next Day or UPS Second Day service if you would like rushed shipping. UPS cannot deliver to P.O. boxes, so if you select Second Day or Next Day delivery we must have a physical street address. Please be aware that UPS does not deliver on Saturdays or Sundays.

Shipments to Alaska, Hawaii, Puerto Rico, and the Virgin Islands are sent via UPS Second Day Air unless they are being shipped to a PO Box. Any shipment to a PO Box, APO or FPO address within the United States will be sent via the United States Postal Service (USPS) Priority Mail, as will all international shipments.

Although our carriers are normally very reliable, we cannot be responsible for occasional delivery delays caused by UPS or USPS. If a package is lost in transit, we will trace the package for you. If the package still cannot be located after the trace, we will re-ship your order at no extra cost to you.

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International Orders

We are happy to ship international orders to Canada and around the world. All international orders will be shipped with USPS. A credit card or PayPal account is required for international orders. Please note: The country associated with your credit card or PayPal account must match the country in your shipping address. Prices are given in US dollars and will be converted to your currency by your local bank or credit card company. Any customs charges that may occur are the responsibility of the customer.

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Custom Orders

All of our products are made carefully by hand in Portland, OR, using the finest materials. It may take us up to two weeks to assemble your personal, customized collar.

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Back Orders

Although we try our best to have all components in stock at all times, occasionally a third party cannot supply a particular component to us as soon as we would like them to. In such situations, we will notify you about the delay and ship your collar as soon as possible.

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Returns and Exchanges

Since it is made especially for you, a Collar Factory collar cannot be returned or exchanged unless there is a manufacturer error. No refunds are provided unless an item is deemed defective. No refunds or returns will be accepted for ordering the incorrect size. Please see the FAQ for information on measuring your neck or wrist.

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Still can't find the answer to your question? Check the FAQ, or contact customer service.

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