Frequently Asked Questions

This page will help you with some commonly asked questions. If you do not find your answers here, please feel free to reach out to us and we will be happy to help you.

If there is an issue with your order please email us. Please specify your order number and the preferred way you would like to be reached. We will respond to you within 1-2 business days (unless we receive the email Friday afternoon, in which case we might reach out to you first thing the following Monday).

Our Phone: 971-236-9010 (during business days 9am – 4:00pm PST).

Our email: (this is the fastest way to reach us M-F)

The neck/wrist size refers to the actual circumference of your neck, or wrist / ankle. We make all our items in such a way that when the item is closed in the center, it will fit the size that you have ordered. 

Some adjustability is built into each collar and cuff. But we encourage all of our customer to measure themselves with a flexible tape (while standing straight) to obtain the correct measurement.

For example: If your neck measures at 15″, you should order a 15″ collar. If it closes with a buckle, it will allow +/- 1.5″ of adjustability, so it can be worn from 13.5″ – 16.5″. If it closes with a snap, it will allow +/- 1″ of adjustability, so it can be worn from 14″ – 16″.

Yes. Finding your size only takes a few seconds, and it will ensure that you get the right fit. For video instructions on how to determine your size, click here. Please note that we cannot take returns or exchanges for miss-measurement.
We currently offer black rubber as an alternative to leather for the outer material of your collar, and a wide variety of stylish faux furs for the lining.

If you have a single-strap item, the attachments you have to choose from are limited by the width of your custom item. The narrower single-strap items cannot support as many attachments as the wider collars. Try increasing the width slightly, and see if more attachments become available to you.

There are a number of cool features that The Collar Factory can add to your collar that can’t be built through the customizer for technical reasons. These include:

Want a contrasting color or shape for the leather piece used to attach your adornment on single strap collars and cuffs? We can do it in any available leather color in either the standard oval shape or a heart shape for no extra cost! Just let us know what color and shape in the “Custom Requests” section at the end of your customization process. Please note that ovals and hearts are our only available shapes.

Anything else that you’re looking for that you don’t see in the Customizer? If you can dream it up, we’ll do our best to make it happen – just contact us!

We know that many people have skin that is sensitive to nickel, so we also offer several alternatives in hardware as well as in attachments that might work for you. We have nickel-free buckles and snaps, as well as powder-coated buckles and attachments. You will find them all available in the customizer.

They will not, as long as you have inner lining selected on your custom item. If you choose to not have inner lining, then yes, you will feel them.

A common misconception about the lambskin is that it has a fuzzy, suede-like texture. In fact, the lambskin feels like a very soft, almost silken leather. It is made from a lamb hide, and most customers report that it is very comfortable. This is also the easiest of the inner lining options to care for.

Our suede is amazing to the touch and comes in some beautiful colors. It does take more care than the other inner lining options, as it does not hold up to the natural skin oils and/or cleaning quite as well.

The faux fur is a synthetic fabric blend that is generally very soft and fluffy, and has a pile that ranges from 1/8″ inch to a little over 1/4″.


If you want to see what out materials look like, please visit our Gallery page and search for the material type you want to see (like leather or suede, or fur).

Don’t clean your leather products with anything that contains alcohol or ammonia, and don’t toss them in the washing machine. Instead, clean with a product designed specifically for leather. If your items get dirty, wipe with a slightly damp cloth. Avoid excessive rubbing or saturation with water. To ensure the longest life possible, store your collar and cuffs out of direct sunlight and away from humidity or excessive heat. Avoid folding. To keep rubber collars and cuffs shiny, we use Turtle Wax.
Avoid storing your wet collar and cuffs in a plastic container or anywhere that will keep them from “breathing”. Try to always store your leather in a cool, dry, well-ventilated place. If your item(s) have faux-fur lining and the fur gets wet, blot the fur with a dry cloth, and then dry with a hair dryer set to the lowest temperature.

yes! We ship around the World.

Since customs fees are a responsibility of the customer, we recommend that prior to placing an international order you check the customs regulations in your country to see what fees will be applied for your package. (You will need to know the value of the order for that, excluding the shipping). All orders will be shipped from the United States.

We accept all major credit cards. You can also pay with a PayPal account.

For purposes of discretion and privacy, all packages will have “AGB Inc.” listed in the return address, and all payments will also be processed as “AGB Inc.”

Our standard turnaround time is approximately 2.5-3 weeks from the date the order is received by us (M-F) to the date it ships. When your order is ready to ship, you will be sent an email notification containing the tracking number.

For purposes of discretion and privacy, all packages will have “AGB Inc.” listed in the return address, and all payments will also be processed as “AGB Inc.”

Since our items are hand crafted just for you, we cannot offer refunds or exchanges on these items unless they are defective. Items ordered with incorrect spelling or incorrect sizing cannot be refunded or exchanged.

The account will automatically be created for you when you design a custom order and get to the checkout page.

We always send email confirmation email to the customer when the order has been completed and was shipped. If you have not received a confirmation email yet, that means we are not done with your order yet. Please be patient

We typically provide a customer with a rough timeframe for the order completion. We ask that you will allow additional 5-7 business days to the projected timeframe before contacting us regarding your order.

Most completed orders will get shipped the same day. The confirmation email regarding the order completion will be sent the same day as well.

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