FAQs
ORDERS & SHIPPING
HOW FAST DO YOU SHIP?
Orders ship within 2 business days (Monday–Friday) by USPS Priority Mail with tracking. We don't ship on Saturday or Sunday. For example, orders placed on Monday ship by Wednesday. Most U.S. orders arrive 1–3 business days after they ship. All items ship from the US. See our Shipping Policy.
CAN I CHANGE MY ORDER ONCE IT'S PLACED?
We wish we could change every order, but we pack and ship very quickly. If your order hasn't shipped yet, email info@hdkluxdogchains.com and we'll cancel it so you can reorder. Once it ships, we can't change it. Please check your size and address before you check out. Popular items sell out fast, so we can't promise an item will still be available after a cancellation.
I FORGOT TO USE MY DISCOUNT CODE
Codes have to be entered at checkout, and we can't add one to a finished order. If your order hasn't shipped yet, email us and we'll cancel it so you can reorder with your code.
HOW DO I TRACK MY ORDER?
When your order ships, we'll email you a tracking link from info@hdkluxdogchains.com with the subject "Your order is on its way!" If you don't see it, check your spam or junk folder. More help: How to track my order.
DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES?
For orders shipped outside the U.S., customs duties and import taxes are charged when the package reaches the destination country and are paid by the recipient. We don't control these charges and can't predict them, because they vary by country. Your local customs office can tell you the current rates before you order.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Major credit and debit cards, PayPal, Venmo, Apple Pay, Google Pay, and Sezzle (pay over time). The options available for your order show at checkout.
PRODUCTS
HOW DO I PICK THE RIGHT SIZE?
Measure first. Wrap a soft tape around the middle of your dog's neck, then choose the next size up. Check chains are measured around the widest part of the head instead. Our Size Guide has the full chart. Not sure? Email us your dog's measurement and breed and we'll help.
IS A CHECK CHAIN SAFE TO LEAVE ON MY DOG?
No. A check chain (slip collar) or show lead is a training tool for walks, training, or the show ring while you're holding the leash. Never leave it on an unattended dog, in a crate, or on a tie-out, because it can catch or tighten. Take it off after every session.
ARE YOUR SUPPLEMENTS SAFE FOR MY DOG?
Our supplements come from trusted manufacturers and are sold as labeled. Every dog is different. Please consult your veterinarian before starting any new supplement, especially for puppies, pregnant or nursing dogs, or dogs on medication.
THE ITEM OR SIZE I WANT IS OUT OF STOCK. WHEN WILL IT BE BACK?
Our most popular styles can sell out quickly. Some designs are released only once, but most items are restocked regularly. To hear about restocks first, subscribe to our newsletter at the bottom of any page. Be sure to act fast once you're notified, because restocks can sell out.
RETURNS & EXCHANGES
CAN I RETURN OR EXCHANGE?
Yes, within 30 days of delivery. Email info@hdkluxdogchains.com to start. Because your dog's health is our focus, we inspect and sanitize every returned item before it can reach another dog, so a 20% restocking fee applies to every customer return and size exchange, whatever the condition. You pay return shipping: once you pay our PayPal invoice for the fee and label, we send you a prepaid label. After inspection, we refund the full item price. Original shipping isn't refunded. If we sent the wrong item, or it arrived defective or damaged, there's no fee and we cover shipping. The best way to avoid a return is to measure first. Full details are in our Refund & Return Policy.
WHY IS THERE A RESTOCKING FEE?
Every returned collar is inspected and sanitized before it can go to another dog. The fee covers inspection, professional cleaning, sanitizing, and restocking. And every collar we ship is inspected and sanitized, so yours arrives clean and ready to wear.
CAN I RETURN A SALE ITEM?
Yes. Sale items follow our standard Refund & Return Policy: 30 days from delivery, a 20% restocking fee, and you cover return shipping. Gift cards, opened supplements, and custom items can't be returned.
AM I RESPONSIBLE FOR RETURN SHIPPING?
Yes, for customer returns. Once we approve your return, we'll email you a PayPal invoice for the return label and the 20% restocking fee. When it's paid, we'll email your label. If we sent the wrong item or it arrived defective or damaged, it's on us: no fee, and we'll send you a prepaid label.
DO I GET MY ORIGINAL SHIPPING BACK?
Not on customer-initiated returns. The shipping you paid on your order isn't refunded. If we made a mistake (wrong, defective, or damaged item), we refund it.
HOW LONG DOES A RETURN TAKE?
Once your return reaches us, we inspect it and refund the full item price to your original payment method within 5–7 business days. Your bank may take a few more days to post it.
I RECEIVED A DEFECTIVE OR DAMAGED PRODUCT
We're sorry. Please email info@hdkluxdogchains.com within 48 hours of delivery with your order number and photos of the item and the packaging. Once we approve it, we'll email you a prepaid return label and simple instructions, and we'll send a replacement or a full refund. There's no fee for defective or damaged items.
I WAS SHIPPED THE WRONG PRODUCT
We're sorry for the mix-up. Email info@hdkluxdogchains.com within 48 hours of delivery with your order number, the item you ordered, and a photo of the item you received (style, color, and size). We'll send you a prepaid label and get the right item to you. No fee. See our Refund & Return Policy.
I SENT BACK MY RETURN AND HAVEN'T HEARD ANYTHING
Your return will be processed. You can follow it with the tracking number on our label. Once it reaches us, we inspect it and refund you within 5–7 business days. If it's been longer than that since tracking shows it delivered to us, email us with your order number.
ITEMS NOT PURCHASED FROM OUR WEBSITE
We can't accept returns of HDK LUX Products items bought from another retailer. Please contact the retailer you bought from.