Terms & Conditions
THE BASICS
By purchasing our gear, you hereby certify that your service animal is legitimate and recognized as such under the laws of your country. You agree not to use our gear for any unlawful purpose, including but not limited to misrepresenting or fabricating a service animal. We reserve the right to refuse a sale if we have any concerns regarding compliance with legal standards or the safety of either the service animal or the public. This includes instances where customers present identification or certification to validate their service animal, regardless of any medical advice received, as such sources may be misleading. Websites that offer fraudulent certifications can cause significant harm to the service dog community. By placing an order, you affirm that you are at least 18 years of age. We assume no responsibility for purchases made by minors without the consent of a parent or legal guardian. Age verification will only be conducted if we suspect that a customer may be underage or lacking sound judgment, in which case we may require legal guardianship confirmation to complete the transaction. If a minor makes a purchase using the name of a parent or legal guardian, the contractual agreement will be under the name of that parent or guardian, who will remain bound by the terms and conditions outlined prior to the purchase, whether it was made by their knowledge or not.
Please note that our website is intended for individuals aged 18 years or older. Providing false information regarding your age may result in legal consequences, dependent on applicable state laws.
WHAT ARE OUR WAIT TIMES AND HOW CAN THEY CHANGE?
Our listed wait times are currently estimated at 3-4 Months minimum to START (depends on what is in you order) the process and it could change depending on number of orders received at the time of your order. We process your order within 24 hours. Within those 24 hours we allot for the materials needed on your order (whether we have to order special fabric for you or if we have it in stock). Wait times for accessory items like collars, patches, leashes, and leash wraps are much faster. If you have any questions on the wait time for a specific item, feel free to contact us with those questions.
Order timelines can be affected by holidays and unexpected health issues as we are disabled ourselves or possible weather issues preventing us from reaching our shop location because of where we are located.
After your initial purchase, the confirmation stage is when you will hear from us to confirm all the details of your order. Confirmation will happen first, digital design will follow, then production will start once those two stages are complete and approved by the customer. The production process will commence soon after approvals are received. We promise, we’re not disappearing on you or ignoring you! We DON'T message you every few weeks to say hello, as we are very busy working with other clients and their orders, but this doesn't mean you can’t message us. We always provide updates on our Instagram and homepage of our website, such as where we are at with current orders and if there are any delays.
PRODUCT WARRANTIES AND STIPULATIONS
Terms and Conditions for Handcrafted Products:
At Pup-Cessories Crafts, LLC, we take pride in the handcrafted nature of each item we offer. Our handcrafted products are made without a pre-existing pattern and are assembled by hand, which may result in minor imperfections such as uneven stitches or loose threads that may need trimming upon receipt. As artisans, we strive for excellence in every creation; however, we do not provide discounts or refunds for minor flaws that do not affect the functionality of the product. We will only repair or replace items that are found to be faulty due to significant defects arising from our handcrafted processes. We of course, always inspect each item that goes out the door to make sure it meets our standards, but we are human.
In relation to embroidery designs, while we strive for the highest standards, we cannot guarantee the performance of a design on every material. If we determine that a design is too complex or unsuitable for a given material, we will contact you to discuss alternative designs or options.
Modifications and Warranties:
Please be advised that any modifications made to your items by anyone other than Pup-Cessories Crafts, LLC will void all applicable warranties. Pup-Cessories Crafts, LLC disclaims any liability for faulty construction or injuries resulting from modifications made by third parties. This includes the use of handles not manufactured by Pup-Cessories Crafts, LLC. We will not be responsible for any injuries or damages related to improper use of our products in conjunction with non-Pup-Cessories Crafts, LLC handles. In the event that gear fails or breaks due to the use of a non-Pup-Cessories Crafts, LLC handle, we will not be liable for repair costs or shipping expenses.
Fit and Returns Policy:
You have seven (7) days from the delivery date to assess whether the item fits your dog correctly. After this period, we cannot accept responsibility for fit issues that arise due to inaccurate measurements provided by the owner. If the item does not fit, we can offer a replacement at a discounted rate or, where feasible, make adjustments or provide extension straps (at the buyer’s expense), provided that these modifications do not compromise the functionality of the item. Please note that shipping costs associated with returns or exchanges are the responsibility of the buyer.
If the entire item is found to be unsuitable for the intended dog, it must be returned in new and unused condition within seven (7) days of delivery. In cases where specialty fabric was ordered and is insufficient to remake the item, the buyer is responsible for either reordering the fabric or selecting an alternative color from our available stock. We document each item prior to shipment to ensure accuracy and quality control.
Faulty Gear Warranty:
Pup-Cessories Crafts, LLC offers a warranty for faulty gear that fails within six (6) months of receipt, which will be repaired or replaced at no charge, excluding shipping costs, provided the issue is not due to misuse by the client. The cost of return shipping to the client will be covered by Pup-Cessories Crafts, LLC.
What constitutes a faulty item? Issues such as D-rings or buckles becoming loose or detaching entirely will be assessed on a case-by-case basis. Misuse, including excessive pressure, pulling beyond the rated capacity, or pulling the item in an unintended direction, attaching a seatbelt clip to any part of our gear, will void the warranty. Please remember that our products are rated for LIGHT MOBILITY as per our orthopedic endorsement, and utilization of our proprietary handles is required to maintain warranty coverage.
FAILURE TO COMMUNICATE CLAUSE
In the event that the Buyer fails to communicate with the Seller for a period of 15 consecutive days, despite the Seller's attempts to reach out, the Seller reserves the right to place the Buyer's order on hold. Exceptions may apply in cases where the Buyer has provided prior consent or has communicated reasons for long-term non-communication. Upon re-establishing contact, the Buyer will return to their original position in the order processing queue.
Should the Buyer remain unresponsive or fail to provide the requested information for a period of six months or longer, the Seller will place order on hold and will no longer attempt to communicate until client responds. If this is the case, client will be placed back onto the wait list and fit in where it can within the current queue of orders.
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Valid reasons for the failure to communicate include, but are not limited to: hospitalization, death in the family, or other circumstances requiring evaluation based on the nature of our products. Invalid reasons for failure to communicate include, but are not limited to: lack of motivation or forgetfulness.
This policy is implemented to minimize delays caused by unresponsive customers and to ensure that we can assist all Buyers in a fair and timely manner.
COMPLICATIONS THAT MAY ARISE
We recognize that our gear may not meet the needs of every individual or dog. Therefore, we wish to clarify certain limitations regarding our liability:
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Material-Related Irritation: We cannot be held responsible for any irritation that may occur due to the materials used in our gear. The components that come into contact with your dog’s fur or skin are typically made from polypropylene webbing or 100% cotton. It is imperative to consider this when placing your order, especially if your dog has known allergies to these materials. Additionally, irritation may arise if the gear is improperly fitted; for instance, if it is too tight. Should you encounter fitting issues, please contact us for assistance in making the necessary adjustments.
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Sensory Issues: If we are not informed of any sensory sensitivities prior to the construction of the item, we will not assume responsibility if the gear cannot be utilized due to such issues. It is the buyer's obligation to communicate any relevant concerns before the manufacturing process begins.
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Change of Preference: If, upon receipt, you find that the gear does not meet your expectations as a result of your subjective interpretation, we regret to inform you that we do not accept returns or issue refunds. This includes instances where you have approved all aspects of the design during the digital stage and provided finalized images prior to production.
RETURNS AND REFUNDS POLICIES
If you wish to request a refund, several options are available:
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Transfer of Purchase: We can attempt to sell your position in line for the gear you ordered. Please note that this process may take some time, as it depends on the date of your purchase. Typically, positions with shorter wait times are sold more quickly than those with longer wait times. It is important to understand that the sale of your spot does not guarantee a refund unless a transaction is completed. A refund will be issued only after another customer commits to purchasing your spot at an amount equal to or greater than your original purchase price.
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Deferral for Future Use: You may choose to retain your position in line and reserve the gear for your next dog.
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Standardization for Resale: We can finalize your gear according to the most commonly requested standard size and preferred messaging, which may facilitate your ability to sell it independently.
In the event that a return is necessary due to an error on our part—whether for a replacement, correction, or refund—we will expedite the order to ensure prompt resolution. Please note that refunds will not be processed until the item is received and evaluated for usage and damage. Items must be returned within 7 days of receipt, in unused and undamaged condition. Returns submitted after this 7-day period will not be accepted; such items will be rejected upon delivery and returned to you. After this timeframe, the transaction will be marked as complete and closed.
RETURNS POLICY FOR DAMAGED ITEMS AND SIZING ISSUES
We accept returns for items that arrive damaged. Additionally, we will accept returns for sizing issues only if the error is attributable to us; in such cases, we will be happy to remake or adjust your order.
Please note that if an item fits your dog but has only a few inches of growth remaining, it is still considered to fit. A replacement will only be issued if you inform us during the order process that you have a growing dog.
If you are uncertain about how to measure your dog correctly, please do not hesitate to reach out to us for assistance. We are here to help you! Whether through video one on one and help you measure or to talk you through it.
DO WE GIVE REFUNDS/RETURNS ON ITEMS SIMPLY BECAUSE YOU DID NOT LIKE ANOTHER SET WE POSTED THAT YOU DON'T AGREE WITH?
Please note that we do not provide refunds or accept returns based solely on personal preferences regarding the themes or styles of gear chosen by other clients. Requesting a refund because of differing opinions on gear aesthetics is considered a form of discrimination. By placing an order with us, you acknowledge and agree to this policy.
We are committed to inclusivity and diversity and comply with all applicable laws prohibiting discrimination based on race, color, sex (including gender identity and sexual orientation), ethnicity, religion, professional affiliation, or country of origin. This policy is in accordance with federal law, and no exceptions will be made.
If you find any of our posts on social media platforms, such as Instagram or Facebook, to be objectionable, we encourage you to reach out to us directly through private messaging. We value constructive feedback and seek to educate ourselves on your concerns. However, please refrain from posting negative comments publicly, as such comments may be deleted and, depending on their nature, could result in being blocked from our page. This is not because we want to hide it, it is because we want to understand first and foremost and go on from there. We do not wish to partake in community drama. We take what we do very seriously and care very much about our entire community. It is never our intention to offend or upset anyone, but we also understand we cannot make everyone happy.
While we strive to be sensitive to the diverse needs of our community, it is ultimately each individual's responsibility to manage their own triggers. We encourage you to recognize your triggers and choose to engage with content that supports your mental well-being. If you encounter material that may be triggering, please feel free to scroll past it for your own mental health and comfort. Again, if you reach out to us respectfully, we will always listen.
We appreciate your understanding and cooperation as we endeavor to maintain a positive and respectful environment for all our customers. Should you prefer to shop elsewhere, we respect your decision. Thank you for supporting our mission as a provider of gear for working dogs and pets.
HOW ARE WE MOVING FORWARD BY STAYING EDUCATED ON CURRENT EVENTS & ANYTHING THAT COULD BE SEEN AS REMOTELY OFFENSIVE
Due to current social and political changes within our society we will take pre-cautions to avoid taking on anything that can be deemed sensitive, racist or offensive. If client requests such an item we will educate them on the matter and offer other solutions to represent themselves through their gear in other ways. However, if they refuse and still demand such an item that can be seen as offensive or possibly be a cause for the buyer’s safety, we will turn the order request down. As a company, we will continue to stand behind a “No Discrimination” policy just as we are held legally by federal law.
DO YOU ACCEPT CANCELLATIONS?
Cancellations will only be taken up to 24 hours from the time and date of purchase for a full refund as per the buyer remorse law. After this time, we will not give a full refund as your materials are already ordered and/or accounted for. After 24 hours we will be happy to adjust your order if changes are needed, but if fabric was ordered for your job we will not refund for that purchase. Fabric purchased will be sent back to you if requested but client is responsible for shipping in this case.
DO YOU GIVE REFUNDS DUE TO WAIT TIMES?
Please be advised that refunds will not be issued due to wait times, as you were informed of these timelines at the time of your purchase, whether it was verbalized to the client by text, email, social media or by posts on social media or website. By completing your transaction, you acknowledged and agreed to the stated estimated wait times.
CAN YOU GET A REFUND DUE TO UNEXPECTED SITUATIONS?
Refunds will not be granted for claims related to unexpected circumstances, including but not limited to:
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My dog was washed unexpectedly
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Unexpected veterinary or medical expenses
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Changes in dog ownership status
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The passing of a dog (In such cases, we are committed to providing options to assist you)
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Gear no longer meeting your needs
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Inability to adhere to agreed-upon wait times due to urgent requirements
We understand that these situations can be challenging; however, we have encountered numerous requests based on similar reasons consistently and must uphold our purchase agreement. Thank you for your understanding.
WHAT WILL WE DO IF WE DETECT FRAUD/SCAMMING LIKE ACTIVITY?
In the event of fraudulent activity or attempts to bypass ordering restrictions, customers who engage in such conduct will not be eligible for refunds under any circumstances. Orders identified as fraudulent will be canceled without a refund.
We would like to underscore that any attempt to receive items from us and subsequently initiate a chargeback is unacceptable. Such actions are taken very seriously, and we reserve the right to pursue legal action against individuals engaging in this behavior. This issue has become increasingly prevalent, and we are committed to protecting our rights and assets.
Our response may include contesting chargebacks with your financial institution and reporting the matter to relevant authorities. We maintain comprehensive records, including proof of purchase, correspondence regarding approval of the item, shipping information, and photographic evidence of delivery. This documentation will be utilized in any necessary legal action to address fraudulent chargebacks.
We appreciate your understanding and cooperation in maintaining a fair and honest transaction environment.
EDUCATION ON CURRENT EVENTS & TOPICS THAT COULD BE SEEN AS REMOTELY OFFENSIVE?
Due to current social and political changes within our society we will take pre-cautions to avoid taking on anything that can be deemed sensitive, racist, or offensive to our knowledge. If a client requests such an item, we will educate them on the matter and offer other solutions to represent themselves through their gear in other ways. However, if they refuse and still demand such an item that can be seen as offensive or possibly be a cause for the buyer’s safety, we will turn the order request down. As a company, we will continue to stand behind a “No Discrimination” policy.
WHAT HAPPENS IF I PURCHASE DURING A SALE?
Remember, you agree to the original terms when purchasing. If you are purchasing during a sale, ALL SALES ARE FINAL!
LEGAL NOTICE REGARDING CUSTOMER CONDUCT
Please be advised that any threats of legal action resulting from a customer’s failure to read and understand our Terms and Conditions will lead to the immediate cancellation of the order. In such cases, any payments made will be allocated towards legal fees, should they become necessary.
Furthermore, if you threaten to report us or take similar actions, we reserve the right to notify other gear shops and consumer inquiry boards within our community regarding your behavior. Such actions may result in your being placed on a "Seller Beware" list due to your threatening demeanor, non-compliance with our Terms and Conditions, and refusal to adhere to established guidelines. It is important to note that there exists a network of businesses that share information for these purposes, and this may impact your ability to conduct business with other merchants.
We have a strict policy against threats, bullying, and aggressive behavior, as outlined in our "No Bullying" policy. We encourage open and constructive dialogue to resolve any misunderstandings.
VETERANS:
In order to qualify for the veteran (10%) discount, you must have served in any branch of the US Military Services. You must submit your DD-214 for proof in order to qualify. If at any point a Veteran wishes to add decoration/medals/Military Ribbon to their gear that they have received, such as the Purple Heart, Medal of Honor, Silver or Bronze Star, proof also must be shown if not already on the DD-214. If your DD-214 does not show your merits, you may request your records from the NPRC by submitting a Standard Form 180 (SF180) to them to request your records.
ANIT-BULLYING POLICY
This Anti-Bullying Policy aims to promote a safe and respectful environment for both our business and our customers. We are committed to conducting our operations in a manner that fosters positive interactions and discourages any form of harassment or bullying.
Pupcessories Crafts, LLC maintains a zero-tolerance stance against bullying, intimidation, threats, and aggressive behavior displayed by customers. This includes, but is not limited to:
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Threatening language aimed at obtaining free items, refunds, or other concessions.
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Use of harsh or abusive language that creates a hostile environment for our staff.
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Unfounded accusations intended to manipulate or pressure the business into actions that violate our policies or ethical standards.
This policy applies to all interactions between customers and Pupcessories Crafts, LLC, including correspondence via email, social media, phone calls, and in-person communications.
Definition of Bullying
Bullying is defined as repeated aggressive behavior with the intent to harm, intimidate, or coerce another individual. This behavior may be direct or indirect and can encompass verbal, written, or electronic communication.
Procedures:
1. Reporting: Customers who experience or witness bullying behavior on any of our social media platforms are encouraged to report such incidents to our management team. Reports may be made through our official contact channels.
2. Investigation: All reported incidents will be taken seriously and investigated promptly. We will gather relevant information from both the reporting party and the accused party to ensure a fair assessment.
3. Consequences: If an investigation confirms that a customer has engaged in bullying behavior, we reserve the right to take appropriate action, which may include:
- Issuing a formal warning.
- Blocking or restricting access to our services.
- Terminating the customer's account and canceling any outstanding orders.
This also pertains to bullying towards our staff publicly or privately.
Commitment to a Positive Environment
At Pupcessories Crafts, LLC, we believe that respectful communication is fundamental to a successful and productive relationship between our business and our customers. We encourage open dialogues that facilitate constructive feedback and problem resolution.
By adhering to this policy, we aim to provide a safe and positive shopping experience for all customers while protecting our staff from harmful interactions.
Review and Amendments
This policy will be reviewed periodically and may be amended as necessary to ensure its effectiveness and relevance.
Thank you for your understanding and cooperation in maintaining a respectful environment.