Customer Care
CLEANING + CARE (Leather)
Our Italian leather is a natural material designed to soften, develop character and become more beautiful with time. To keep your piece looking its best, gently wipe away dirt with a soft, slightly damp cloth and allow it to air dry naturally. Avoid soaking, harsh cleaners, alcohol-based products and direct heat.
For deeper conditioning, use a high-quality leather conditioner sparingly, always testing on an inconspicuous area first. When not in use, store your leather goods somewhere cool and dry, away from prolonged direct sunlight.
A little wear, variation and patina are all part of the beauty of genuine leather — each piece will become uniquely yours over time.
CLEANING + CARE (Jellies)
The waterproof Jellies Collection are a breeze to clean up!
All of the jellies are handcrafted from a waterproof PVC strapping called biothane (made in the USA).
To wash your jellies, remove the pieces from your dog, and wash thoroughly with soap and water. We love dish soap for its extra grime-fighting powers!
If your jellies piece has a stubborn stain on it, the best solution is spot-washing with some rubbing alcohol. We recommend 99% isopropyl alcohol which can be found at any pharmacy. Using a bit of this to lightly dab at the stain is a super effective cleaning method. You can also use this to give your hardware a thorough cleaning if needed.
All of the construction and closure hardware on the jellies are Solid Brass. We adore working with this strong and beautiful metal, and we also love the natural patina that Solid Brass develops over time - but maybe you don't! If you like your hardware sparkling and bright, you can easily polish all of the hardware on the jellies. Use a brass-cleaning solution from the hardware store - or make your own natural cleaner using vinegar, salt and flour - to polish up your hardware like new!
SHIPPING
Within Canada
Canadian orders travel with a selection of trusted carriers chosen based on which best serves your neighbourhood and region. Once your order ships, your tracking information will include your carrier’s details, contact information and a complete history of your package’s journey to you.
United States
Orders travelling to the USA are delivered through the US Postal Service. While a 50% tariff is currently applied to our goods entering the United States, HOUND is covering this cost in full for our US customers.
That means the price you see and pay at checkout is the true and final price of your order. There will be no additional tariffs, duties, customs charges or import fees due upon delivery. We’ll take care of those for you.
International
Orders travelling outside of Canada and the United States are shipped with UPS Expedited, a fast, secure and reliable international service.
Please keep in mind that international orders may be subject to customs, duties, taxes or other import fees determined by your destination country. These charges are the responsibility of the customer and are not included in your HOUND purchase or shipping fee. Unfortunately, we aren’t able to calculate or predict these charges in advance.
Should you choose not to pay the required import fees, the package cannot be considered a return and will not be eligible for a refund. We recommend familiarizing yourself with your country’s import requirements before placing your order.
*Please ensure that you have your HOUND items shipped to a secure address. We recommend shipping to an address where there is likely someone present to receive the package, or having a concealed mail box that the package can be left in. HOUND Collection is not responsible to replace missing packages that have been delivered to unsecured or public mailrooms.*
Discover Our Transparent Return Policy for Hassle-Free Shopping.
Find the Perfect Fit: Exchange Your HOUND Purchase Within 30 Days!
All HOUND items are crafted from scratch once an order is placed, therefore we do not offer refunds, rather exchange only.
We ask that the following requirements are met:
The item(s) must be in original condition, not worn outdoors or altered in any way.
We will provide you with a return shipping label for your ease and convenience.
ARE RETURNS FREE?
Whilst we don't offer returns, we do make Exchanges a breeze. Contact us at info@houndcollection.mom for your Free return label, and we will cover the cost of shipping the new product to you as well.
HOW DO I ORGANISE AN EXCHANGE?
Simply email info@houndcollection.mom and we will give you all the details you need!
WHERE DO I SEND MY ITEMS BACK TO?
We are location in Toronto, Ontario (Canada!)
We will provide you with the full address and a return label when we hear from you at info@houndcollection.mom about the exchange!
WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?
Whilst we hope this never happens, if you do receive damaged goods, please contact us immediately at info@houndcollection.mom so we can personally assist you and sort out your problem as quickly as possible.
Warranty
HOUND items are each crafted by hand in Toronto with quality workmanship and care. Each piece is made individually out of natural materials and variances should be expected (and enjoyed!) in all aspects of the product.
The lifetime of a HOUND piece is determined by the care, wear and elements each item is subjected to. Product breakage due to chewing, water exposure or anything else that compromises the integrity of the material beyond normal wear is not a manufacturer's defect.
Tarnishing, fading and fraying are all parts of normal wear and tear and HOUND will not replace items due to these factors.
A manufacturer's defect such as hardware failure will be replaced during the duration of the lifetime of your dog. Please contact us at houndcontact@gmail.com regarding any issues.
Disclaimer
All HOUND items are accessory items only, the makers of HOUND assume no liability. The use of the product and safety of the pet and handler is completely at the purchaser and/or user's discretion and responsibility.