First and foremost your 100 % satisfaction and happiness is our main goal. If we do not meet or exceed your expectations please let us know. Below you will find some helpful info to our most asked questions. If you can't find what you are looking for or still have a concern please feel free to email us at firstname.lastname@example.org and we'll be more than happy to help you out.
What is your return policy for dog gear? Due to the custom crafted nature of many of our products, all sales are final. We carefully check and hand-pack each order, our quality control is held to the highest of standards so you only receive the very best. We feature detailed sizing guides for each product to help you choose the perfect fit for your pup. Of course we want you to be happy, so if you do have an issue please contact us within 5 days of receiving your order and we’ll see what we can do. Item must be in original condition in order to qualify for exchange.
Can I exchange my custom collar if it doesn't fit? Because each collar is custom made especially how you order it we cannot accept exchanges on any collars. If you are unsure how to measure your dog or unsure what size to order we are happy to help you figure it out to ensure the perfect fitting collar. If you do receive a collar that doesn't fit and we absolutely have to remake it, there is a 35% charge of the cost of the collar to remake it. This simply covers the labor and materials to remake your collar.
We love making custom collars but that makes exchanging tricky. Collars customized with a name including the Bravado, Stealth, and Park Ave cannot be exchanged unless we are able to resize them. In which case the remake will incur a 35% charge. The Sinatra collar cannot be exchanged.
What is your exchange and return policy for human apparel? Because our human apparel is print to order we do not offer returns or refunds. Items in original condition are available for size exchange only. Please contact us within 7 days of receiving you order to get the exchange process started. Once your exchange has been approved we must receive your returns within 10 days from date of approval. Customers are responsible for shipping costs. Apparel is available for one exchange so long as it is in brand new original condition, has not been worn or washed, and is free from environmental contaminants such as cigarette smoke, dog hair, dirt, etc. Shipping is non-refundable. For hygiene purposes; hats, beanies, mugs, water bottles, and leggings are final sale.
Can I cancel my order? Because most of our gear is custom made to order and gets into production very quickly we do not offer cancellations on orders, no exceptions. If you have a change or request after that just email us at email@example.com and we'll see what we can do for you.
Can you customize my collar? Of course! We offer tons of customizations on everything from size, width, color, decor, extras, bling, hardware, and anything else in between. Because customizations change the layout of the collar, customizations can take longer. We thank you so much for your patience!
How is collar width measured? Our collar width refers to the width of the actual leather at the widest part of the collar. Padding is not included in the measurement of width of the collar because it can vary and may go down slightly after wear. As a rule of thumb, padding usually adds about 1/2" of width.
Some words on natural leather colors: Butterscotch, whiskey, merlot, and bark brown leather can vary slightly in shade as each hide is a little different. Leather may darken over time as well.
How black is your black hardware? Our black hardware and pyramids are military grade powder coated to achieve a gorgeous black color. Over time the black may rub off if the hardware consistently comes into contact with abrasive surfaces.
Do you ship internationally? Of course! We want everyone to enjoy Crazy Rebels™, we will ship to the moon if necessary. So yes, we ship anywhere in the world.
Customs and fees: Customer is responsible for any International customs, fees, or taxes charged upon arrival.
If I send my collar back for repair who pays for shipping? For US repairs the customer will ship the collar back to us and we will return it. For International repairs while we offer free repairs, customers are responsible for paying for shipping both ways.
How will I know when my order ships? As soon as your order is packed and shipped you will receive an automatic shipping confirmation email with a link to track your order.
I received a confirmation email but the tracking isn't working? Please allow 24 to 48 hours after you receive your confirmation email for the tracking to register. The confirmation email assures your order has been packed to ship at our facility, once we turn over your package to the USPS we do not have any control over the tracking. We realize this can be frustrating, but just hold on, the wait is almost over.
Do you ship overnight? Depending on what you order and where you live we can most certainly make special arrangements to have your package arrive as soon as possible. If you have a specific shipping request please email us to check availability before you place your order.
Ooops, I entered the wrong shipping address… It's happened to us all. This is why we send an order confirmation email, so you can verify that your order and information are correct. If you notice a mistake please email us as soon as possible. If your order has already been shipped and is returned to us because of a wrong address/ you moved/ etc. you will be responsible for the cost to re-ship it to a new address. We know that sucks but it does make sense.
What is your shipping policy? Once we have turned your order over to the carrier no changes can be made to your order and the delivery is no longer in our control. Due to recent shipping issues across all carriers, we take each individual issue on a case by case assessment. Please let us know if you have a problem with your shipment, we are happy to help.
I have a custom request, what do I do? We aim to be super accommodating, so if you don’t see the size or specifics you are looking for in our shop just send us an email to firstname.lastname@example.org with your request and we’ll see what we can do.
Order Processing: Please allow 24 hours for your order to be processed. Orders placed on Friday will be processed on Monday. Orders placed Black Friday through Cyber Monday that do not require production can take up to one week to process and ship.
How long will it take to receive something I won for free from one of your giveaways? We love to doing giveaways. If we could give away everything in our shop for free, we totally would. But because we do tons of giveaways it can take anywhere up to 12 months to receive your items. Some ship within a couple days, and some take a lot longer, we work giveaways into our every day production so it really depends on our workflow. We are so grateful for your patience.
What sizes do you carry? The rebel pack is comprised of dogs both big and small, so we make sure to carry product for teeny tiny dogs up to ginormous size dogs. Not all products come in all sizes, but most are available from size extra small Chihuahua to extra (extra) large Great Dane.
Can I exchange my hoodie? We understand dogs can be difficult to fit which is why we offer detailed sizing guides. If you are still not sure what size to order we encourage you to email us with any questions before placing your order. If your dog has played in, slept in, or worn their hoodie and you then decide it's not the right size, we apologize but we cannot exchange it. If you have washed your hoodie, and yes we can tell, we cannot exchange it. Please understand we are not being mean, but we cannot resell a worn, used, or washed hoodie.
Seasonal Merchandise: We know you would never try to return used holiday merchandise, but some people do, so we have to state that we cannot accept exchanges on seasonal items. All seasonal bandanas, hoodies, apparel, and accessories are final sale. We thank you for choosing to celebrate the holidays in rebel gear and we hope you enjoy!
I ordered 2 days ago and now you're having a sale, can you refund me so I can purchase with the sale price? While this may seem like an easy enough fix on your end we hope you can understand this would be a disaster on our end. Our sales and promotions are at random, so unfortunately we cannot refund or cancel your original order so that you can reorder with different pricing or offer price adjustments. We often offer fun incentives so if you missed the last one, be sure to catch the next one.
Will you feature my pet on your social media? We love to see your dogs in rebel gear! Please feel free to share photos of your pets in anything Crazy Rebels by hash tagging #crazyrebels on Instagram or posting to our Facebook page for a chance to be featured.
I have a problem. Sure, we all have problems from time to time. While we are not certified physiatrists we will try to help where we can concerning anything Crazy Rebels™ related. Simply email us with what’s going on and we will take it from there.