ORDERS

Orders

  • All of our products are hand made to order right here in Oregon using the finest materials and the best craftsmen.
  • Our standard turnaround time can vary from one to two weeks from the date the order is received by us to the date it ships. Occasionally we do run a little ahead or a little behind in our production depending on the time of year and the quantities of orders coming in.
  • When your order has been successfully submitted, you will be sent an email confirmation containing the details and your order number. A second email will be sent when your order has shipped. You will also receive the tracking number for your package. Our emails may be routed to Spam folders, so be sure to check there for communication from Collar Factory.
  • Please allow 7 days prior to contacting us about your order.
  • If for whatever reason you have troubles placing an order online, please send us a snapshot of the checkout page (that shows specifications and order total), and we will create an order for you.
  • We process and ship all of our orders discreetly. For purposes of discretion and privacy all payments will be processed as “AGB Inc”, and all shipped packages will have “AGB Inc” listed in the return address.

Don’t see a design aspect you want in our Customizer? Have a vision of your own that you would like to make a reality? Simply email us with your design ideas, questions and sketches/reference images. We’ll do our best to make your design dream become a reality.

Although we try our best to have all materials 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, inform you of any available substitutions and then ship your custom order as soon as possible.

  • Since every order is handmade to custom specifications, our products cannot be returned or exchanged unless there is a manufacturer error.
  • No refunds are provided unless an item is deemed defective after being returned to us for inspection.
  • No refunds will be offered of exchanges accepted for ordering an incorrect size (please see our FAQ section for information on how to properly measure your custom item).
  • We are not be able to offer refunds or exchanges for the custom items if you are not happy with the colors. Please make sure to check out Gallery page and view real life items, as well as search for a specific material color prior that you are interested in prior to ordering.

  • Regular orders may be cancelled anytime before they are submitted into production (which takes about 24hrs).
  • All order cancellation requests must be sent by email (please send them to support@collarfactory.com), and need to contain the order number. Best way to achieve that is to reply to us from the order email that you received once you placed the order.
  • If you order can be cancelled, you will receive an email from us confirming the order cancellation. The refund for your order will be typically issued within 24hrs (please note, it may take your financial institution a 5-7 days to reflect the credit).

Please keep in mind that due to the time sensitive nature of Express orders, they cannot be cancelled once submitted.

  • We offer first class, Priority or Express shipping options. Feel free to choose during checkout. Please keep in mind that shipment method is not related to the production
  • All domestic orders are shipped via United States Postal Service (USPS). International orders and P.O. Boxes are shipped via United States Postal Service (USPS). Normal shipping time is approximately 2-7 business days within the continental US for First Class.
  • Although USPS are normally very reliable, we cannot be responsible for occasional delivery delays caused by 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.