Returns, Refunds & Exchanges Policy

Every Silken Paw Co. collar and leash is thoughtfully selected and carefully packed with attention to quality, comfort, and craftsmanship.

We want you and your dog to love every purchase. If something isn’t quite right, we’re here to help with a straightforward, fair, and thoughtful return experience.

• 30-Day Returns: Return eligible items within 30 days of delivery for a refund of the product price.
• Perfect Fit Promise: Your first eligible size exchange per item is complimentary, including return shipping.
• Damaged, Defective, or Incorrect Items: We’ll provide an appropriate replacement or refund at no additional cost.
• Prompt Refunds: Approved refunds are issued within five business days after your return is received and inspected.
• Personalized Items: Custom and engraved products are final sale except for defects, fulfillment errors, or other circumstances required by law.
• Personal Assistance: Contact support@silkenpawco.com. We aim to respond within 1–2 business days.

Eligible products may be returned within 30 days of delivery, provided they remain in their original, resalable condition.

To qualify, items must be:

• Unused, except for a brief indoor fitting.
• Clean, dry, and free from scratches, chewing, excessive pet hair, stains, and odors.
• Returned with their original Silken Paw Co. hangtags attached and, whenever possible, their original packaging.
• Items worn outdoors, used on walks, damaged through use, or otherwise no longer in resalable condition are not eligible for standard returns.
• Personalized products and designated Final Sale items are subject to the exclusions described in Section 7.
• Complimentary packaging inserts, cards, promotional gifts, and similar extras do not need to be returned.
• If you’re uncertain whether an item qualifies, please contact us with a photo before shipping it back.

Finding the right fit is essential to your dog’s comfort and safety.

That’s why we offer one complimentary size exchange per eligible item within 30 days of delivery.

Your complimentary exchange includes:

• A prepaid return shipping label.
• Shipping of the replacement size at no additional charge.
• Assistance selecting the appropriate fit.
• Briefly trying a collar on your dog indoors is perfectly acceptable. Please retain the original hangtag and avoid outdoor use until you’re confident in the fit.
• Once your return is received and inspected, we’ll promptly arrange shipment of your replacement.
• If your preferred size is unavailable, we’ll offer an available alternative color or a refund.
• Additional exchanges and color-only exchanges follow our standard return shipping terms.
• Fit Guidance: Measure your dog’s neck where the collar naturally rests and consult the size guide on the product page. A properly fitted collar should generally allow approximately two fingers between the collar and your dog’s neck, without slipping over the head. Fit may vary by breed, coat, and collar design.

We aim to make the process simple.

1. Email support@silkenpawco.com with your order number, the item involved, and whether you would prefer a return or exchange. For damaged or defective items, please include clear photographs.
2. Our team will respond within 1–2 business days with instructions and a prepaid return label when applicable.
3. Securely package the item, including its original hangtag, and include your order number.
4. Ship the package to the return address provided in our instructions. If arranging your own shipping, we recommend a trackable service.
5. Once the return is received and inspected, we’ll confirm your refund or exchange by email.
6. Please contact us before sending merchandise back. Returns sent without prior authorization may experience delays or may be refused if we cannot identify the order.

Approved refunds are issued to the original payment method within five business days after the returned item is received and inspected. Your financial institution may require additional time to post the credit.

Refund Amounts
Refunds include the actual price paid for the returned item and any applicable refundable sales tax.
Original shipping charges are nonrefundable for ordinary change-of-mind returns unless otherwise required by law. If the return results from our error or a qualifying defect, applicable original shipping charges will also be refunded.
Return Shipping

• Change of mind: The customer is responsible for return shipping. You may arrange your own trackable shipment or request a prepaid label from us.
• Eligible size exchanges: Your first size exchange per item includes complimentary return and replacement shipping.
• Damaged, defective, or incorrect items: We cover any required return shipping.
• If using our prepaid return label for a change-of-mind return, we’ll disclose the shipping deduction before you accept it.
• We do not charge restocking fees.
• Refunds on discounted items reflect the amount actually paid. Complimentary gifts do not need to be returned, and we will not retroactively charge original shipping fees when a partial return reduces an order below a free-shipping threshold.

If your order arrives damaged, defective, or incorrect, please contact us so we can make it right. For visible shipping damage or an incorrect item, we ask that you notify us within seven days of delivery and include photographs of the product and packaging when available. Depending on the circumstances, we’ll arrange a replacement or refund at no additional cost.

If a return is necessary, we’ll provide a prepaid shipping label. In some cases, returning the original item may not be required. Manufacturing defects discovered after delivery may also qualify under our Limited Warranty in Section 12. The seven-day reporting request does not eliminate applicable warranty or statutory rights.

If your shipment has not shown tracking movement for seven business days, or tracking indicates delivery but you cannot locate the package, please contact us promptly, preferably within seven days of the expected or recorded delivery date. Before contacting us, we recommend checking nearby entrances, mailrooms, neighbors, and other secure delivery locations. We’ll work with the carrier to investigate and keep you informed.

If an order is confirmed lost in transit, we’ll arrange a replacement or full refund as appropriate. For packages marked delivered but missing, we’ll review the delivery information and investigation findings before determining the appropriate resolution. Your rights under applicable consumer law remain unaffected.

For additional delivery information, please see our Shipping Policy.

The following items are generally not eligible for standard returns or exchanges:

• Personalized or engraved products, including custom nameplates.
• Products clearly designated Final Sale before purchase.
• Gift cards.
• Exceptions apply to defective products, incorrect personalization caused by our error, or other circumstances where a remedy is required by law.
• If we make a personalization mistake, we’ll correct or replace the affected item at no additional cost.
• If introduced, eligible numbered Founding Edition sets may be returned under our standard 30-day policy. Once a numbered set is returned, its original edition number will be retired and will not be reissued.

If you’ve received a Silken Paw Co. gift that isn’t quite right, we’re happy to help. Contact us with the order number or purchaser’s name. Eligible gifts may be exchanged or returned for store credit based on the original purchase value. We respect the privacy of gift recipients and will not routinely notify the gift sender about an exchange or store credit request. Monetary refunds are issued only to the original purchaser’s payment method. Standard eligibility requirements and return shipping terms apply.

Monetary refunds are issued only to the original purchaser’s payment method. Standard eligibility requirements and return shipping terms apply.

For added peace of mind during the holiday season, eligible purchases made between November 15 and December 24 may be returned or exchanged through January 31 of the following year.

All other eligibility requirements, shipping terms, and exclusions remain applicable.

Need to update a size, delivery address, or cancel an order?
Please contact us as soon as possible, preferably within 12 hours of placing your order.
We’ll do our best to accommodate changes before an order enters the shipping process.
If cancellation is possible before shipment, we’ll issue a full refund. Once an order has shipped, our standard return procedures apply.

If you purchased a Silken Paw Co. product through eBay, Amazon, or another marketplace, please initiate your return through the marketplace where the purchase was completed.
The applicable marketplace and seller return procedures govern those transactions, subject to consumer protection laws and any applicable express product warranty.
Website-specific promotions and exchange benefits do not automatically extend to purchases made through other sellers or platforms.

We stand behind the quality and craftsmanship of our products. For 12 months from delivery, Silken Paw Co. provides a limited warranty against defects in materials and workmanship arising under normal, intended use.
Examples of potentially covered defects include:

• Premature failure of buckles, clasps, D-rings, or other hardware due to a manufacturing defect.
• Stitching or construction failures attributable to defective workmanship.
• Other verified defects in materials or assembly.
• For an approved warranty claim, we’ll provide an appropriate remedy, which may include repair where available, replacement, or a refund if a suitable replacement is unavailable.
  

  Warranty Exclusions
  

  This limited warranty does not cover:

• Ordinary wear and tear or the natural aging and patina of leather.
• Chewing, scratching, misuse, or damage caused by other animals.
• Damage caused by excessive moisture, swimming, soaking, heat, or harsh cleaning products.
• Unauthorized alterations, improper repairs, or modifications.
• Loss, theft, or accidental damage unrelated to a manufacturing defect.
• To submit a claim, email support@silkenpawco.com with your order number, a description of the issue, and photographs when possible.
• We may request additional information or inspection to determine whether the issue qualifies. If we require a return for an approved warranty claim, we’ll cover the shipping cost.
• This warranty gives you specific legal rights, and you may have additional rights that vary by state. Nothing in this policy limits rights that cannot legally be excluded.

Genuine leather is a natural material, and variations in grain, texture, and color are part of its character.

To preserve its appearance and performance:

• Wipe gently with a soft, slightly damp cloth.
• Allow leather to air-dry naturally, away from direct heat.
• Use a suitable leather conditioner periodically, following the product’s care instructions.
• Avoid prolonged exposure to water and harsh cleaning products.
• Inspect leather, stitching, buckles, and attachment hardware regularly.
• For your dog’s safety, discontinue use if the product becomes damaged or compromised. Never leave your dog unattended while attached to a leash or wearing equipment that could become caught or tangled.