Shipping policy

INTERNATIONAL SHIPPING & RETURNS POLICY
Last Updated: August 2026

This Shipping & Returns Policy applies to all international orders placed through our website. By placing an order, the customer confirms that they have read, understood, and agreed to the terms below.

1. International Shipping

We ship international orders primarily using FedEx and, where applicable, other reputable international shipping carriers.

Shipping charges shown or collected at checkout are generally based on the information available to us at the time the order is placed. Final shipping costs may occasionally change due to destination, package dimensions, weight, remote-area classification, carrier surcharges, or other circumstances beyond our control.

Estimated delivery times are estimates only and are not guaranteed. Customs processing, inspections, local regulations, carrier delays, weather conditions, security events, strikes, holidays, or other circumstances may affect the actual delivery time.

We are not responsible for delays caused by FedEx, customs authorities, governmental agencies, local delivery companies, or other circumstances outside our reasonable control.

2. Customs Duties, Taxes and Import Charges

Unless specifically stated otherwise, all international orders are shipped on a basis whereby the recipient/customer is responsible for all import-related charges in the destination country.

These charges are not included in the product price or shipping charge, unless expressly stated otherwise.

Customs regulations, tax rates, import thresholds, tariff classifications, and governmental policies change frequently. Therefore, we cannot determine or guarantee in advance what duties, taxes, customs fees, or other charges may be imposed by the destination country.

The customer is solely responsible for checking the applicable rules and expected charges with the relevant authorities before placing an order.

• Import duties
• Customs duties
• VAT, GST, sales tax, or similar taxes
• Customs brokerage charges
• Clearance fees
• Handling fees
• Storage charges
• Inspection charges
• Documentation fees
• Local carrier charges
• Governmental or regulatory fees

3. Customs Clearance Is the Customer's Responsibility

The customer is responsible for cooperating with FedEx, customs authorities, customs brokers, or any other relevant authority in order to complete import clearance.

This may include providing identification, tax numbers, import permits, declarations, payment confirmations, product information, authorizations, or any other documents requested by the destination country's authorities.

Any charges resulting from delays in customs clearance, including storage, handling, brokerage, penalties, or similar costs, are the responsibility of the customer unless caused directly by an error on our part.

Failure by the customer to cooperate with customs or the carrier does not constitute a failure by us to fulfill the order.

4. Import Restrictions and Product Legality

Before ordering, the customer is solely responsible for verifying that the products being purchased are legal and permitted for import, possession, and use in the destination country, state, province, region, or municipality.

This requirement is particularly important for products such as dog training collars, electronic collars, training equipment, working-dog equipment, or any other product that may be subject to local restrictions.

We cannot guarantee that a particular product is permitted for import into every country or jurisdiction.

The customer must check applicable import regulations before completing the purchase.

If a shipment cannot be cleared through customs due to import restrictions, prohibited products, missing permits, local regulations, refusal by the authorities, failure by the customer to provide required documents, or any other reason not caused by us, all resulting costs shall be the customer's responsibility.

5. Refused, Rejected, Abandoned or Undeliverable Shipments

If a shipment is refused, rejected, abandoned, not cleared, or otherwise returned for a reason not caused by us, we reserve the right to deduct from any refund all costs incurred in connection with the shipment.

A refund, where applicable, will only be issued after the goods have been returned to us and inspected, and after all applicable costs have been deducted.

If the cost of returning, storing, clearing, or disposing of the shipment exceeds the value of the goods, we may be unable to issue a refund, subject always to applicable law.

• Refused by the customer
• Rejected by customs
• Not cleared by the customer
• Abandoned
• Returned because import duties or taxes were not paid
• Returned because required documentation was not provided
• Returned because the product is restricted or prohibited in the destination country
• Returned because of an incorrect or incomplete address provided by the customer
• Returned because the customer failed to accept delivery or respond to the carrier

• Original shipping charges
• Return shipping charges
• Customs duties
• Taxes
• Brokerage fees
• Storage fees
• Handling fees
• Carrier penalties
• Customs clearance charges
• Disposal or destruction fees
• Administrative or processing expenses reasonably incurred as a result of the return

6. Remote Area and Additional Shipping Charges

FedEx and other carriers classify certain destinations as remote, extended, difficult-to-access, or special-service areas.

In some cases, these classifications or additional charges are not available to us until the shipment has been fully packed, measured, weighed, and entered into the carrier's shipping system.

Therefore, even after an order has been placed and the initial shipping charge has been paid, FedEx may impose an additional Remote Area Surcharge, Extended Area Surcharge, Oversize Surcharge, special handling fee, or similar charge.

If an additional shipping charge applies, we will contact the customer by email before dispatching the shipment. The order may be held until the additional shipping charge has been paid.

Once the required payment is completed, we will arrange shipment as soon as reasonably possible.

If the customer declines to pay the additional charge, we may cancel the shipment and refund the order where applicable, less any non-refundable costs already incurred in preparing, processing, or handling the order, subject to applicable law.

7. Correct Shipping Information

The customer is responsible for providing complete and accurate shipping and contact information.

Customers must check their shipping details carefully before completing an order.

Additional costs resulting from an incorrect, incomplete, or outdated address or contact information may be charged to the customer.

Once a shipment has been dispatched, we cannot guarantee that the delivery address can be changed.

• Recipient name
• Delivery address
• Postal or ZIP code
• Telephone number
• Email address
• Company name, where applicable
• Tax or identification number, where required

8. Delivery Attempts and Unclaimed Packages

The customer is responsible for tracking the shipment and being available to receive it.

If FedEx or another carrier makes delivery attempts and the shipment is subsequently returned because the recipient was unavailable, could not be contacted, or failed to collect the shipment, any additional shipping, handling, storage, or return charges will be the responsibility of the customer.

9. Returns Without a Product Defect

If the customer wishes to return a product for a reason unrelated to a confirmed manufacturing defect or an error on our part, the return shipping costs are the responsibility of the customer, except where applicable consumer law requires otherwise.

Original international shipping charges, customs duties, import taxes, brokerage fees, and other third-party charges are generally non-refundable.

Returned products must be unused, clean, undamaged, and in resalable condition with the original packaging, labels, accessories, and components.

We reserve the right, to the extent permitted by law, to reduce or refuse a refund if a returned item has been used, damaged, altered, contaminated, excessively worn, or returned incomplete.

• Incorrect size selected by the customer
• Incorrect fit for the customer's dog
• Change of mind
• Personal preference
• Ordering the wrong model, color, size, or configuration
• The product not meeting a subjective expectation where there is no manufacturing defect

10. Sizing and Fit

The customer is responsible for selecting the correct product and size based on the sizing information provided on our website.

Dog breeds, body structure, neck circumference, head shape, weight, coat thickness, and individual anatomy can vary considerably even within the same breed.

For this reason, a product not fitting a particular dog does not automatically mean that the product is defective.

Customers are strongly encouraged to carefully measure their dog and review the applicable size chart before ordering.

Where the product is correctly manufactured according to the ordered size and specification, return or replacement costs resulting from incorrect sizing or fit are the responsibility of the customer, subject to applicable law.

11. Manufacturing Defects or Incorrect Items

If you believe that you have received a product with a manufacturing defect, an incorrect product or size, or a materially incomplete product, please contact us as soon as possible after delivery and provide the information listed below.

We will review the claim and determine the appropriate resolution.

Where we confirm that the issue was caused by a manufacturing defect or an error on our part, we will provide an appropriate remedy in accordance with applicable law and our warranty terms.

Customers should not return products without first contacting us and receiving return instructions.

• Your order number
• A description of the issue
• Clear photographs and/or video showing the issue
• Photographs of the packaging where relevant

12. Damage During Transportation

Customers should inspect the package promptly upon delivery.

If the package appears damaged, crushed, opened, wet, torn, or otherwise compromised, photographs should be taken before opening it whenever reasonably possible.

Any shipping damage should be reported to us promptly together with the supporting photographs listed below.

The customer agrees to reasonably cooperate with us and the carrier if a transportation claim must be opened. Packaging should not be discarded until the claim has been resolved.

• The outer shipping carton or package
• The shipping label
• The internal packaging
• The damaged product

13. Return Authorization

Before sending any product back to us, the customer must contact our customer service team and receive return instructions.

Unauthorized returns may be refused or may result in additional handling expenses.

The customer is responsible for securely packaging any returned product.

Unless the return results from a confirmed error or defect attributable to us, the customer bears the risk and cost of return transportation.

We strongly recommend using a tracked and insured shipping service for international returns.

14. Customs Charges on Returned Goods

International returns may themselves generate customs, brokerage, handling, storage, or import-related charges when entering the country to which the products are returned.

Unless the return is caused by a confirmed manufacturing defect or an error attributable to us, any such charges may be deducted from the customer's refund to the extent permitted by applicable law.

Customers must follow our return shipping instructions in order to minimize unnecessary customs charges.

15. Non-Refundable Third-Party Charges

Amounts paid directly or indirectly to third parties may be non-refundable, including the charges listed below.

We do not control whether foreign customs authorities refund duties or taxes previously collected.

The customer should contact the relevant customs or tax authority regarding any possible reimbursement of import taxes.

• Shipping charges already incurred
• Customs duties
• Import taxes
• Brokerage charges
• Payment processing costs where legally permitted
• Carrier handling fees
• Storage fees
• Remote-area surcharges

16. Order Cancellation After Shipment

Once an order has been handed to FedEx or another carrier, it is considered dispatched.

If the customer requests cancellation after dispatch, we may attempt to request a return-to-sender service from the carrier, but we cannot guarantee that the request will be successful.

All carrier costs associated with intercepting, redirecting, or returning such a shipment may be deducted from the customer's refund, subject to applicable law.

17. Force Majeure and Events Outside Our Control

We shall not be responsible for delivery delays, additional costs, or inability to deliver caused by events outside our reasonable control.

Where possible, we will make reasonable efforts to assist the customer in resolving shipping-related issues.

• Customs delays
• Government restrictions
• Changes in import regulations
• War or armed conflict
• Security events
• Natural disasters
• Extreme weather
• Strikes
• Transportation disruptions
• Airport or port closures
• Carrier operational delays
• Governmental inspections
• Epidemics or pandemics
• Changes in sanctions or trade restrictions

18. Carrier Tracking Information

Once a shipment has been dispatched, tracking information will normally be provided to the customer.

Tracking information supplied by FedEx or another carrier is provided by that carrier. We are not responsible for inaccuracies or delays in carrier tracking updates.

19. Customer Responsibility

• Verify that the ordered products may legally be imported into the destination country.
• Provide accurate shipping and contact information.
• Pay all applicable customs duties, taxes, brokerage charges, and import-related expenses.
• Provide customs authorities or carriers with any information or documents required for clearance.
• Accept delivery of the shipment.
• Pay additional destination, remote-area, storage, return, or clearance expenses where applicable.
• Select the appropriate product and size for their intended use.

20. Limitation and Applicable Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive any statutory consumer right that cannot legally be excluded or limited under applicable law.

Where mandatory consumer-protection laws apply and conflict with a provision of this policy, the mandatory legal requirement will prevail.

To the maximum extent permitted by applicable law, we are not responsible for losses, fees, delays, or expenses resulting from the customer's failure to comply with customs requirements, import regulations, carrier requirements, delivery procedures, or the terms of this policy.

21. Acceptance of This Policy

By placing an order through our website, the customer confirms that they have reviewed and accepted this International Shipping & Returns Policy.

Customers who are uncertain about customs duties, import restrictions, sizing, product suitability, or shipping conditions are encouraged to contact us before placing their order.