Refunds, Returns and Cancellation Policies:
Please clear all issues/returns/exchanges by email. Ready-made items can be returned in original, unused condition within 7 days of receipt for a refund of the item price, not including shipping. If you would like to make an exchange please indicate what for when sending it back, or you can receive a merchandise credit (minus shipping) to use on the site.
Refunds not permitted on custom orders, but we will work with you to make every order right. If there is a mistake on OUR end just send us an email notification and send back the item and we will take care of it immediately. If there is an error on YOUR end (incorrect measurements, changed mind about colors or weight, etc...) well, we still want you to be happy. Email us the problem and return the item (within 7 days of receipt in original unused condition) with a materials fee (25% of original item total plus shipping & tax if applicable) and we will make you a new one to your modified specifications.
A special note regarding custom ordered collars (especially buckle collars)- these are all hand-crafted items and thus have a little variation from item to item. We will do our best to fit to your measurements exactly, and will take care of it if we don't, but the difference between peoples' opinions on how to measure seems to cause alot of confusion, and it's not enjoyable for either party to have to go back and forth with an item delaying use. Please take extra care when measuring your dog's neck, how measuring a dog's neck with a piece of string or rope will be different from measuring a collar buckled around a dog's neck, and still different from measuring that collar unbuckled & stretched out flat on the counter, make note of which method you're using and if possible just take an old collar that fits well and measure it both on the dog and flat off the dog. Just trying to save us both trouble.
Any item that falters under normal appropriate use will be taken care of, please send us an email notification preceding sending the item and it will be repaired or replaced. RuffDraftDesigns will not be held responsible for damage caused by inappropriate use or failure to follow guides and instructions for use and care. You are solely responsible for determining the safety and appropriateness of equipment use with any particular animal or situation, and for protecting that equipment from those curious animals :) Seriously though, this stuff is made to be super tough as a training tool, not a chew toy, and we put way too much work into each piece to take chewed-up trade-ins, play tug at your own risk and please don't leave your beautiful new leads unsupervised with your dogs. If a knot or braid component has come undone I'll absolutely take care of it! But rest assured this military-strength cord does not just 'break', it has to be melted, worn away by abrasion in inappropriate use or cut, like with teeth so don't think it won't be obvious what happened : )
Returns, issues or inquiries about the Kiba Tug Toys should be addressed to: info@kibatoys.com
Refunds not permitted on custom orders, but we will work with you to make every order right. If there is a mistake on OUR end just send us an email notification and send back the item and we will take care of it immediately. If there is an error on YOUR end (incorrect measurements, changed mind about colors or weight, etc...) well, we still want you to be happy. Email us the problem and return the item (within 7 days of receipt in original unused condition) with a materials fee (25% of original item total plus shipping & tax if applicable) and we will make you a new one to your modified specifications.
A special note regarding custom ordered collars (especially buckle collars)- these are all hand-crafted items and thus have a little variation from item to item. We will do our best to fit to your measurements exactly, and will take care of it if we don't, but the difference between peoples' opinions on how to measure seems to cause alot of confusion, and it's not enjoyable for either party to have to go back and forth with an item delaying use. Please take extra care when measuring your dog's neck, how measuring a dog's neck with a piece of string or rope will be different from measuring a collar buckled around a dog's neck, and still different from measuring that collar unbuckled & stretched out flat on the counter, make note of which method you're using and if possible just take an old collar that fits well and measure it both on the dog and flat off the dog. Just trying to save us both trouble.
Any item that falters under normal appropriate use will be taken care of, please send us an email notification preceding sending the item and it will be repaired or replaced. RuffDraftDesigns will not be held responsible for damage caused by inappropriate use or failure to follow guides and instructions for use and care. You are solely responsible for determining the safety and appropriateness of equipment use with any particular animal or situation, and for protecting that equipment from those curious animals :) Seriously though, this stuff is made to be super tough as a training tool, not a chew toy, and we put way too much work into each piece to take chewed-up trade-ins, play tug at your own risk and please don't leave your beautiful new leads unsupervised with your dogs. If a knot or braid component has come undone I'll absolutely take care of it! But rest assured this military-strength cord does not just 'break', it has to be melted, worn away by abrasion in inappropriate use or cut, like with teeth so don't think it won't be obvious what happened : )
Returns, issues or inquiries about the Kiba Tug Toys should be addressed to: info@kibatoys.com