OUR STANDARD LEADTIMES QUOTED BELOW (superceded by any updates listed above)

• Unless noted otherwise (in the "estimated leadtime" paragraph that auto-displays beneath any "Add to Cart" button on our product pages,please allow 2-4 business days for us to make & ship your order from our headquarters in Austin, Texas. Our products are handcrafted in the USA and made to order. (Some items may ship quicker than others — for example, if you order just ID tags on their own / à la carte, or a few accessory items without collars (i.e. bow ties, flowers, & charms), we can usually ship those items within 24 hours of order date. If ordering multiple items in the same order, they will all ship together once all items are completed.
• Expedited shipping options are available at checkout (e.g. Priority Mail, Express, etc.). (Note: Our office's operational & shipping hours are Monday through Friday (weekdays only) // we are closed on the weekends and on U.S. National / Postal Holidays). If an order is upgraded to Priority or Express shipping speed (with the 24 Hr Processing option selected) -- we try our best to ship same day. Cut-off time for ordering for same day expedited shipping is 12pm Central Time. ***Also note - if you order after the cut-off time on Friday w/ expedited shipping upgrade, your order will not ship out until we are open again on Monday.
• When your order ships, you will receive an emailed shipment notification (sent to the email address you provided), containing tracking information for your convenience. Please note - if you did NOT receive an order confirmation or shipment email, you may need to double-check your spam folder. Also, it may be likely that there was a typo in the email address that was entered when ordering. If this may be the case, please email us at help@madebycleo.com to inquire about your order details (please provide the first and last name you used when placing the order).

• Estimated Delivery Times for USPS First Class Mail — All delivery date ranges noted below are strictly estimates and cannot be guaranteed. The following estimated ranges have been updated to reflect the current delivery speed of the mail service based on the last two months of tracked deliveries shipping from Austin, TX. Please keep in mind that delays will be much more likely with the USPS during the busy holiday shipping season due to the much higher volume of packages circulating in the mail and the more extreme weather conditions (as we get later into the year). Please plan accordingly and thank you for your patience & understanding!

►U.S. Domestic — please allow 4-7 days for shipping via regular USPS First Class Mail. The average # of days for delivery to most U.S. addresses is currently 4 days. Note: The Pacific Northwest, Midwest and any rural, less populated states are consistently taking 6 days. (Deliveries to locations within Texas are taking 2-4 days).►Canada— please allow 2-3 weeks for delivery. The average # of days for delivery to most Canada addresses is currently 15 days. ►United Kingdom / GB — please allow 2-3 weeks for delivery.  The average # of days for delivery to most GB addresses is currently 18 days.►EU / Europe — please allow 2-4 weeks for delivery.  The average # of days for delivery to most Western European countries is currently 21 days. Allow 5-7 additional days if ordering from Greece or Eastern Europe.►Asia — please allow 2-4 weeks for delivery.  The average # of days for delivery to most major Asian countries is currently 20 days. ►Australia / NZ  — please allow 3-6 weeks for delivery.  The average # of days for delivery to most Australia & New Zealand addresses is currently 31 days. The range is very broad for this global region and has varied from 21-42 days. Strongly recommend upgrading to DHL Worldwide if you need your order in a hurry.►Middle East / South America / Mexico (+ all other countries)— please allow 3-6 weeks for delivery.  The average # of days for delivery to most countries in this group is currently 32 days. Strongly recommend upgrading to DHL Worldwide if you need your order in a hurry.

• USPS Priority Mail 1-3 Day (U.S Only)- If you selected an expedited Priority shipping upgrade during checkout, your delivery time is secured according to a more guaranteed timeframe. USPS Priority Mail (1-3 Day) service generally delivers to most major city addresses within 1-3 postal days depending on the location (3 days being the most common delivery speed). 

• USPS Priority EXPRESS 1-2 Day (U.S Only) — guarantees delivery to most locations OVERNIGHT (1-Day), with the exception of a few more rural addresses, in which case it will take 2 days. Delivery date should be counted starting from the date after the actual ship date.Also note: The cut-off time for ordering for same day / 24-hr expedited shipping is 12pm Central Time. If you order after the cut-off time, your order will ship the next business day. If you order after the cut-off time on Friday w/ the 24-hr shipping upgrade, your order will not ship out until we are open again on Monday.

• DHL Worldwide Express / 2-4 Day Service (International Expedited Shipping Option)  - For non-U.S. Customers who wish to expedite their order, we offer DHL Express. Price may vary depending on your location and can be calculated at checkout. Guaranteed delivery within 2-4 business days / fully reliable tracking the whole way.

• A Note About Tracking Status Updates for Regular USPS International Mail Shipments —Do not be discouraged if your USPS shipping tracking information does not update its location for several days after it has reached the Chicago or New York customs checkpoint. Often, it has already reached the destination country's mail system -- it is just that the tracking info may not yet have updated to USPS's system. 

Our Rush Shipping Options are listed below (note: these options are superceded by any updates or exceptions listed above when applicable):

• If you are located in the U.S., you may select an expedited shipping option to ensure that your order ships as soon as possible and is delivered within a guaranteed timeframe— options include either Priority Mail (1-3 Day) or Priority Mail Express (1-Day / Overnight). To ensure your order is processed within 24 hours, you MUST select the Priority or Express shipping option that specifically states "Ships in 24 Hrs."  ***Note: If your order includes a pet tag, but the engraving info and any other necessary information is missing from your order, there may be delays in processing your order. In these cases, we will do our best to get in touch with you to get clarification about the order to avoid delays).

• Timing for Priority & Express Shipments - If you select a shipping upgrade during checkout (U.S. Orders only), your delivery time is secured according to a more guaranteed timeframe. USPS Priority Mail (1-3 Day) service generally delivers to most major city addresses within 2-3 postal days. For more rural addresses or coastal cities, allow 3-4 days for guaranteed delivery (these slightly longer timeframes are in light of new USPS standards post-COVID era) . USPS Priority EXPRESS Mail service guarantees delivery to most locations OVERNIGHT (1-Day), with the exception of a few more rural addresses, in which case it will take 2 days. Delivery date should be counted starting from the date after the actual ship date.
• ***Also note: The cut-off time for ordering for same day expedited shipping is 12pm Central Time. If you order after the cut-off time, your order will ship the next business day. If you order after the cut-off time on a Friday w/ expedited shipping upgrade, your order will not ship out until we are open again on Monday.

In most cases, if you contact us within a few hours from when you placed the order, we may be able to accommodate changes to the items you ordered, or update the shipping address before it ships out.Please email us (help@madebycleo.com)  as soon as possible to request any changes. Once we receive your email, we'll reply to confirm that the change was made in our order system. 

Note: There are NO guarantees about being able to make changes once the order comes through. We try to make & ship our orders out as quickly as possible because we know our customers often need their orders in a hurry and appreciate the convenience of a quick turnaround. For this reason, whenever possible, we make & ship many orders the same day they come in. 

Please note the details below that specifically pertains to ID tag change requests.

Handling ID Tag Typos + Engraving Change Requests

It is very important that you please proof your engraving instructions before submitting your ID tag order. The customer is responsible for any typos or incorrect information provided for the order. Note: It will not matter what you "think" you may have entered for the order. Whatever actual information is listed on the order itself (which will appear in your order confirmation email, sent automatically after your order is placed) -- is what our production team will be using to engrave your ID tag.

Note: Due to our efforts to process and ships our orders quickly, we CANNOT guarantee the ability to honor change requests once your order has been submitted, regardless of how soon you contact us after the order is placed. To see about the possibility of requesting a change, email us ASAP at help@madebycleo.com with the details about your requested change.

A change order fee of $5 per item will be due for any item that has already been engraved by the time your change request has been reviewed (if you still wish to go through with applying the change).

Sending to a Wrong Address

IF your package already shipped out to the wrong address, you may need to wait until the package is returned (if undeliverable) or arrange to pick it up at the location of the delivery. Please note - if you provide an incorrect shipping address at the time of placing an order and the order has already shipped out --  we have no ability to re-direct the package. Any correction or replacement order is the buyer's financial responsibility.

• To add an item or multiple items to an order you already recently placed, please place a separate order online (just like you did before) for those extra items you need. We'll combine the multiple orders into one shipment if they're all going to the same address. Any duplicate shipping fees will be refunded once we process the order(s). (Please be sure to add a note when ordering the 2nd transaction (via the "Special Instructions" message box on the Cart page) — to "request that the items be combined with the previous order already placed".
  
• Note: We do not have access to your original payment info, which means we have no ability to automatically charge your card for extra items you wish to add, even if you give us written permission to do so.For this reason, having you place an order via a second transaction online is preferred vs. emailing us to request items you wish to add to your order and asking us to charge your card (which we cannot do). Thank you!

When an order is placed (and also later when it ships out), a confirmation email is always automatically sent out to keep you informed of the details. If you don't receive an email confirmation, it could suggest any of the following scenarios:

1. The email you provided when you placed the order was not correctly entered, and thus the order confirmation email went to the wrong address.
   
2. The email may be caught in your Spam folder or was accidentally deleted.
   
3. Or, the order transaction did not actually complete (even if you thought it did), and thus no order confirmation email was ever sent. 
   

If you do not find the confirmation email by first looking in your Spam folder, please email us at (help@madebycleo.com). We'll be happy to assist you.Be sure to provide the first + last name that was on the order, AND the correct email address that you want associated with the order. We'll be able to confirm whether or not the order actually went through, and if so, we'll update the email address to reflect the correct one.

• If you haven't yet received your order despite the tracking showing that delivery occurred, not to worry-- there are a number of solutions we recommend you try first, to recover your package (that usually result in success). 

 

In situations like this, we ask our customers to check the following options in the order listed:

 

1. Was there an error in the shipping address that was provided when the order was placed?Check your shipping confirmation email to see what address the shipment was delivered to.
2. In most cases, if the address was correct yet there was still a mis-delivery, the package was either delivered to a very similar address (like a nearby neighbor's) or was left by the postal carrier in a common receiving area or lobby - most applicable in multi-unit residential areas like apartment complexes, buildings & office workspaces. We recommend that you check around with nearby residents or associates (or the common receiving area mentioned previously) to see if anyone may have erroneously received the package. Many times, it's just sitting there unclaimed and whomever received it did not bother to make the effort to re-direct it to the correct person.
3. If nothing turns up at this point, we recommend checking with the local postal facility that serves your address.Occasionally, we have found that someone has returned the package as undeliverable due to misdelivery, and it is being held at the postal office, waiting to be claimed. Please provide the postal clerk with the tracking # for your order and inform them of your situation.
4. If these steps do not result in recovering your shipment, please contact us at: help@madebycleo.com

 

• At the time that you placed your order,you should have received an emailed order confirmation confirming the details of the order.
• When your order shipped, you would have also received a shipment notification emailinforming you of the address to which the shipment was sent, and the tracking # and link to keep up with the status of the package's transit. Please check your shipment notification email to locate the tracking link.The tracking info should keep you informed about the progress of the shipment. 
• If you are unable to locate the tracking info for your order or have another question related to the shipment of your order(that is not answered by the USPS tracking page), please email us at help@madebycleo.com and we will be happy to assist you. 

On the Cart page, above the Checkout button you'll see an option to add gift wrapping(this button will only appear if you have not already added gift wrapping to your cart). This button takes you to the following gift wrapping product page:

https://www.madebycleo.com/products/wrap-my-gift-includes-made-by-cleo-gift-box

On that page, you can choose your choice of gift wrapping paper and include a personalized message on a card. If you would like to instead just purchase a gift box (that you can use to wrap the item yourself), you can find that here:

https://www.madebycleo.com/products/made-by-cleo-gift-box

 

• If the reason for your return request is that you think your collar does not fit your pet, we recommend watching this short video (link) before emailing, to ensure that you are correctly adjusting your collar. (Occasionally, customers have gotten confused about which direction is the correct direction to slide the adjuster to get the length they need and may not need to return their item). :-)

• To request to return an item for a refund, please email (help@madebycleo.com). We accept returns within the 15-day period following delivery for standard, non-customized pet collars, as long as the item(s) are in new, unused & resellable condition. This means the item(s) we receive must NOT show any signs of wear -- this also means absolutely NO pet hair attached to the products.
• If we should receive returned product(s) with fur attached to them, or showing other signs of wear, there will be a $5 surcharge deducted per item found in this condition (if it is deemed that it will be accepted as a return).
• Note: Some products do not qualify for refunds or exchanges — see exclusions below.
• *Non-refundable products: Engraved I.D. tags, face masks, bandanas, bow ties, flower accessories, charms, bells, collars with metal buckle upgrades and collars with slide tags installed on them cannot be exchanged and are non-refundable. Also, dog collar orders with breakaway buckles, and cat collars with NON-breakaway buckles do not qualify for an exchange or refund, as these are considered a specialty, made-to-order item.
• Once you email us, if the order qualifies for return, you will be provided with instructions for sending back the item(s) you purchased. Returns must be postmarked within 15 days of the date you received your order. Once your return is received and its condition inspected, a refund will be issued to the original payment source (allow 3-5 business days for the refund to post to the account). 
• Shipping costs for returns & exchanges are the responsibility of the buyer. 
• A restocking fee of 15% will automatically be deducted from the total amount of the refund due.
• We reserve the right to reject any product return if it does not meet the criteria stated in our policy.

***Exchanges, returns & claims against defects or errors must be made within 15 days of receipt of your order. Made By Cleo shall NOT be held liable for any and all claims, losses, expenses, injuries, or damages arising out of or associated with its products.

• If you need your collar in a different size than the one you ordered, you may request an exchange (as long as your order was a standard, non-customized item). 
• Before you proceed with initiating a return/exchange,we recommend watching this short video (link) to ensure that you are correctly adjusting your collar. (Occasionally, customers have gotten confused about which direction is the correct direction to slide the adjuster to get the length they need and may not need to return their item). :-) 
• If you have already watched the collar sizing / adjustment tips video (linked above) and confirmed that you still need to initiate a return / exchange, please email help@madebycleo.com. Be sure to include your name & order # so we can look up your order details. If your order qualifies for an exchange, we will provide instructions for mailing the returned item (must be in new, unused & resellable condition) as well as how to order the replacement item. You do not need to wait for the return process in order to get the new size version shipped out earlier (independent of us receiving your return), you always have the option of ordering the correct size that you need online immediately. (You'll receive a refund for the returned original item once we receive it and it has been approved for acceptance).
• Shipping costs for returns & exchanges is the responsibility of the buyer. 
• If you received a defective item or there is an error concerning your order, contact us at help@madebycleo.com and we will work to resolve the issue for you as promptly as possible. You will NOT be held responsible for any associated shipping costs or replacement product(s).
• *Non-refundable / non-exchangeable products: Engraved I.D. tags, collars with metal buckle upgrades and collars with slide tags installed on them cannot be exchanged and are non-refundable. Dog collar orders with breakaway buckle clasps, and cat collars with NON-breakaway buckle clasps also do not qualify for an exchange or refund, as these are considered specialty, made-to-order items.
• ***Exchanges, returns & claims against defects or errors must be made within 15 days of receipt of your order. Made By Cleo shall NOT be held liable for any and all claims, losses, expenses, injuries, or damages arising out of or associated with its products.

• To cancel your entire order, please email us immediately at help@madebycleo.com. If your order has not gone into production / or shipped yet, we will issue a full refund for the items associated with the cancellation. 
• If you need to cancel / remove a specific item in your order but wish to keep the remaining items as-is, email us (help@madebycleo.com) with your request. Assuming the order has not gone into production yet — we'll cancel the portion you requested and issue a refund for the associated item(s), while leaving the rest of the order the way you want it. 
• If you email about a cancellation, you'll receive a reply from us to confirm the changes & any associated refund (if applicable).
• Note — if all you need to do is change a certain detail about your order (for example, update the tag instructions text, or change the size of a collar from Kitten to Adult Cat), in these cases, a cancellation is not necessary. Email us as soon as possible to request your changes -- as long as the order hasn't gone into production, we can easily modify the order notes to accommodate your requested updates without needing to cancel anything.
• If the order has already shipped, it is too late for a cancellation.Instead, you will need to return any qualifying items first, in order to get a refund (less the original shipping cost). Made By Cleo reserves the right to determine what % of the original purchase will be refunded if the return is approved. Shipment of returned items is the responsibility of the buyer. All returns must be in new, resellable condition to be approved for a refund. Exclusions apply. See our Returns / Exchanges sections for details.

********************

• Made By Cleo will not be held financially or legally responsible for delays involving mail delivery. Any orders that have already shipped out cannot be cancelled or retracted once they've left our office. Delivery timeframes quoted should be understood to be estimates and are NOT in any way guaranteed unless you have selected Priority Mail EXPRESS 1-2 Day (does not include regular Priority Mail) or DHL Worldwide Express (2-4 Day) shipping upgrades. We sincerely apologize for any inconvenience in regard to the delays with the mail. Thank you for your understanding and patience!

• We accept all major Credit Cards, PayPal and installment plan-based options (AfterPay + Shop Pay). You will see the option to select your preferred payment type in the Payment section of the Checkout process. All transactions through our store are safe, secure & encrypted.
• Your payment information is not stored in our system, and we have no way of accessing your payment details. If you wish to add items to an existing open order, please do not request these changes via email, since we have no way of accessing your original payment info to cover the additional cost. Please order the add-on items online in a separate transaction instead. In this case, we'll automatically detect the multiple orders going to the same address and combine the orders together into a single shipment.

No. At this time, we do not accept mailed checks. We apologize for any inconvenience.

The place to enter a promo code (i.e. discount code) is during the 'Payment Method' portion of the Checkout process. On the final step during Checkout, when you're prompted to choose a payment method, you will see a box titled "Gift card or discount code". Type or paste the code and click Apply. (Please note the correct spelling & expiration date of the promo code to avoid issues with it not working).

If you went ahead and placed the order and either forgot to enter your code or could not find the box to enter it,email us at help@madebycleo.com (within 24 hours) and we'll be happy to assist you with applying the discount credit to the order you already placed. 

• All Made By Cleo products are proudly made in the USA.Orders ship from our central studio location in Austin, Texas.

• ALL collar styles listed in our store can be ordered in any of the 6 versions listed below (for cats & dogs). Measurements are listed in reference to neck size (in inches). We do not recommend basing your neck size estimate on weight alone. Please measure before ordering, if you are not absolutely sure.
  

• KITTEN (6-10 inches)
Fits kittens + smaller adult cats (and tiny miniature dog breeds) (approx. 4-10 lbs)

• ADULT CAT (8-13 inches)
Fits cats (approx. 8-18 lbs): Suitable for average-sized + slightly larger kitties

• XL CAT (12-16 inches)
Fits large cats (approx. 18+ lbs): Suitable for bigger or fluffier cats (please measure to be sure)

• TINY DOG (6-10 inches) 
Includes D-ring (instead of round split ring used on cat collars). Fits most teacup & miniature dog breeds and small puppies (approx 2-4 lbs). Please measure to be sure.

• MINI DOG (8-13 inches) 

Includes D-ring (instead of round split ring used on cat collars). Fits most small dog breeds (approx 4-10 lbs) including: Chihuahua, Mini Dachshund, Papillon, Maltese, Pomeranian, Mini / Toy Poodle, Shih Tzu, Mini Schnauzer, Yorkshire Terrier...(please measure to be sure).

• SMALL DOG (12-16 inches)
Includes D-ring (instead of round split ring used on cat collars). Fits XL cats and small / medium-sized dog breeds including: Beagle, Jack Russel Terrier, Boston Terrier, French Bulldog, Cocker Spaniel, Pug, Poodle...

• All of our collars are 1/2" wide, regardless of what length / neck size you select when ordering. 

If your pet is in between sizes and still growing, select the larger of the two size options you're considering. If your pet is done growing or you're just not sure what size is best, just include a note in the "Special Instructions" message box (on the cart page before checkout), indicating your pet's neck size and we'll make sure the collar size is modified to optimally fit your pet with an adjustable range.

Yes, we can make your collar any size between 6-16" in length.For anything outside of that range, please email us (help@madebycleo.com) if you have a special request. Otherwise, just specify the current neck size measurement of your pet if you're unsure about the appropriate neck size to choose (you can add this note in the "Special Instructions" message box on the Cart page before checkout). We'll contact you if we have any questions or concerns about your request -- otherwise, you can assume we will make the appropriate selections during production to accommodate your pet's needs.

Yes. Our collars are adjustable in length.Simply slide the metal adjuster left or right to extend or shorten the length of your collar. The extendable length range is listed according to the size option you select. Watch the short video demo here to learn how to adjust your pet collar to shorten or lengthen it as need so that you achieve an optimal fit for your pet.

Our collars are all 1/2" wide regardless of the neck size / length you select.

To measure your pet's current neck size, use a flexible measuring tape or a piece of string (then measure with a straight ruler). Allow enough extra room to fit two of your fingers between the collar and your pet's neck. This will ensure your pet's comfort when wearing the collar.

• We use premium-quality materials that look and feel good, with an emphasis on balancing comfort & durability with a clean, professional finish.Our collars are strong, lightweight and proudly made in the USA. 
  
• Our collars feature either a durable industrial-grade polyester ribbon or 100% cotton fabricfor the styled top layer. The bottom lining layer of the collar is a durable, densely woven nylon webbing that provides a smooth, flexible (not stiff) structure & durability to the collar that makes our collars more comfortable and resilient than fabric-only collars (which have a tendency to lose their shape and show signs of wear much faster). 
  
• When choosing the 'Hardware Color' -- either gold or silver, for the metal components on your collar(s), this selection pertains to the following standard supporting hardware components that come with the collar: the round split ring (if it's a cat collar) // or D-ring (if it's dog collar) + the metal length adjuster + optional bell). These hardware components are made of: nickel (silver option) or nickel-plated zinc (gold option). 
• The main standard hardware differences between cat collars & dog collars are:Our cat collars include a round metal split ring (as shown in all product photos) for attaching optional tags/bell. Our dog collars include a D-ring instead of the round split ring (for attaching a leash). Breakaway buckle clasp is the standard default choice for cat collars. Non-Breakaway buckle clasp is the standard default choice for dog collars.
• The standard side release buckle clasp/clip that comes with our collars is made of a heavy-duty black or white plastic — available in breakaway and non-breakaway options.Both look virtually identical on the outside, though they function differently. 
• Metal buckles are NOT included by default, but can be purchased as an optional upgradefor any collar order (note: metal buckles are available in NON-breakaway versions only). NOTE: If you select the "Non-Breakaway" buckle option (for the Buckle Type) on any collar page, this does not imply that you will receive a metal buckle on your collar. You will receive a standard plastic NON-breakaway buckle clasp (just like what you see in the product photos). Metal buckles must be purchased as an upgrade in addition to the collar. They are not included by default.

Both of our BREAKAWAY and NON-BREAKAWAY (Standard) Buckle Clasps look virtually the same as what you see in the product photos (black or white plastic clasp), but they work differently.The breakaway type is the more common version used for cat collars. It's also commonly called a 'Safety' or 'Quick Release' collar — when tugged on (with a decent amount of pressure), the buckle auto-releases to allow the pet to easily escape in an emergency without a human's aid. This could be beneficial if a cat had its collar stuck on something (like a fence, or in a fight with another animal outside, etc.). 

The Non-Breakaway buckle type is most typical for dog collars -- it does NOT release when tugged at.Typically, this type of clasp requires a human to open it (by pressing in the side-release mechanism). This type of buckle closure is what we recommend if you plan to walk your pet on a leash.

Note: We have many cat & dog owners who purchase their collars with the NON-Breakaway option because they either intend to walk their pet on a leash outside or wish to avoid the greater risk of losing their pet collars outside.Ultimately - the decision is up to you. (Made By Cleo shall not be held responsible for any related effects resulting from one's decision to choose either type of buckle closure).

• For more details about our collar sizing and hardware options:

https://www.madebycleo.com/pages/sizing-guide

• Yes. All collars in our store are available for purchase with the option for you to select the 'Buckle Type' -- either Breakaway or Non-Breakaway options are available. The buckles look virtually identical to each other -- in black or white plastic (whichever color is shown in the product photos will be the default option used during production). The functionality is the only difference between the two types. For more info, please read in our FAQ about the differences between the two buckle types.
  

• Yes. All collars in our store are available for purchase with the option for you to select the 'Buckle Type' -- either Breakaway or NON-Breakaway options are available.The buckles look virtually identical to each other -- in black or white plastic (whichever color is shown in the product photos will be the default option used during production). The functionality is the only difference between the two types. For more info, please read in our FAQ about the differences between the two buckle types.
  
• If you wish to get a metal buckle on your collar(s), you may also choose to purchase a "Metal Buckle Upgrade" to go with your collar order. Metal buckles are Non-Breakaway only, made out of either silver or gold-toned metal). To get the buckle upgrade, add the appropriate quantity of metal buckle upgrades to your cart to match the number of collars you wish to upgrade to the metal version. Read more about metal buckle upgrades here.

 

• If you wish to get a metal buckle on your collar(s) instead of the standard plastic kind that comes with the collar by default, you have the option to purchase a "Metal Buckle Upgrade" to go with your collar order. 
• Note: Metal buckles are available in NON-Breakaway versions only, made out of either silver or gold-toned metal. To get the buckle upgrade, add the appropriate quantity of metal buckle upgrades to your cart to match the number of collars you wish to upgrade to the metal version. Read more about metal buckle upgrades here.
• We do not recommend getting metal buckle upgrades for smaller Kitten-sized collars — due to the extra weight of the metal hardware. Each metal buckle weighs 0.51 oz (which feels similar to the weight of about 2 stacked U.S. quarters / coins). Pets that are 8 lbs and up generally should be fine with these buckle clasps. 

• Unfortunately, metal buckles are not available in a Breakaway version.If you purchase a Metal Buckle Upgrade to go on your collar, it will result in your receiving a NON-Breakaway collar, regardless of whatever buckle type you picked when you added the associated collar to your cart. The metal buckle upgrade's inherent NON-BREAKAWAY nature will override any previous buckle type you originally selected for the collar.
  

• You have the option to choose whether you want gold or silver-toned hardware accents when adding any collar to your cart. For any special requests regarding hardware (or if your pet has a metal allergy), please email us at help@madebycleo.com.
• When choosing the 'Hardware Color' -- either gold or silver, for the metal components on your collar(s), this selection pertains to the following standard supporting hardware components that come with the collar: the rivets that secure the collar together, the round split ring (if it's a cat collar) // or D-ring (if it's dog collar) + the metal length adjuster + optional bell). These hardware components are made of: nickel (silver option) or nickel-plated zinc (gold option). 

• When choosing the 'Hardware Color' -- either gold or silver, for the metal components on your collar(s), this selection pertains to the following standard supporting hardware components that come with the collar: the metal rivets that secure your collar hardware onto the fabric/webbing base, the round split ring (if it's a cat collar) // or D-ring (if it's dog collar) + the metal length adjuster + optional bell). These hardware components are made of: nickel (silver option) or nickel-plated zinc (gold option). 

• If you order a collar, a bell will be included by default, at no extra charge (either silver or gold, to match the hardware accent color you selected). It is easy to remove and not permanently attached.
  
• If you wish for us to omit / leave off the bell, no problem. Be sure to Uncheck the "Include a bell" option on any collar page (before adding it to your Cart).Or, you can include your request in the "Special Instructions" box noted above.
  
• For additional, more stylized and decorative jingle bell options that you can add to your order, feel free to check out our premium bell options here. 

• If you order a collar from us, a removable bell is generally included by default, but we can easily omit it from your order upon your request. You will see a checkbox option on every collar product page to "Include a bell" -- just uncheck the box to omit the bell from the collar before adding it to your Cart.Or, you can simply add your request to "Omit the bell" in the "Special Instructions" message box on the cart page, before Checkout.

• Although we do not offer embroidery services, many customers who were originally looking for this option find that they really enjoy our noiseless 'slide tag' option— which is a custom engraved "nameplate" style tag that lies flat on the surface of the collar. It looks very luxe and classy (available in silver or gold versions), and allows you to include more detailed information more clearly than if you were to try and fit similar info embroidered with thread. Our slide tags are noiseless (i.e. they don't hang down and clang against the pet's food bowl) and do not fray like embroidery does.
  
• For more info about our tag options (including slide tags), see our Tag Product Page.

• Given that we offer over 300+ unique collar styles during any given season (with new collections released on a regular basis each year), our main focus is on offering the variety of styles that we currently sell, in a convenient & speedy timeframe, while adhering to our top-of-the-line quality standards. 
• For this reason, we do not take on many custom orders (especially one-off single purchase items) unless the quantity you are considering ordering is in bulk. We also do not have the means to produce new designs or patterns on demand for small or single-run orders, though we can offer options for large custom orders. 
• If you are interested in ordering a set of custom collars in bulk -- email us (help@madebycleo.com) to inquire about feasibility and a possible quote.
• If you have a minor custom modification you'd like to request (involving the use of an existing fabric or ribbon style that we already offer) -- for example, changing the webbing lining color to (...), email us (help@madebycleo.com) to inquire. We may be able to accommodate your request. 

• Yes, our collars can be used with any standard Airtag holder provided by a 3rd party seller as long as the holder's specs indicate that it will fit a 1/2" wide collar. (In fact, the owner of Made By Cleo uses an Airtag with their MBC collars to keep track of their indoor/outdoor kitty when he's outside). Virtually all of the smallest or small pet-sized Airtag holders will fit a 1/2" collar. We have not found any options on the market (yet) that are limited to only fitting a collar narrower than ours. With that said, please always look for the product details before purchasing your Airtag holder, to ensure it will fit 1/2" collars.

• Please note that Airtags or Airtag holders are not sold in our store but can be purchased at many online retailers. 
• Made By Cleo is not responsible for the loss of your pet's Airtag, if he or she should lose their collar. Airtags are a very helpful technology for some specific contexts, like knowing whether or not your pet is in close range of your home or in a specific part of your home. However, they are far from perfect if you are intending for the Airtag to provide constant realtime data about the exact location of your pet. Also, Airtags are still susceptible to being lost, especially if your pet's collar has a breakaway buckle on it, which increases the chance of your pet losing the collar outside (even though we still strongly recommend using only breakaway collars for cats who go outside). If your home is in a densely populated area with a lot of people using Apple devices, you're in luck and will probably have a lot more success in locating the lost pet, or lost collar that has the Airtag attached to it. However, if you live in a more spread-out, rural area or even in a regular city neighborhood, there will likely be a lot of patchiness in terms of locations of Apple devices around you vs. (Android) to help your app locate the Airtag. For this reason, it's still possible to lose an Airtag (and anything or pet attached to the Airtag). Please read up on the technology before purchasing to ensure it's a good fit for you!

Tag Options & Sizes

Complete product details can be viewed on our Tag product page here.

Heart (Polished Silver)	1" x 1-1/8"
Heart (Polished Gold)	1" x 1-1/8"
Heart (Red)	1" x 1-1/8"
Heart (Pink)	1" x 1-1/8"
Heart (Purple)	1" x 1-1/8"
Circle (Polished Silver)	7/8" x 1-1/8"
Circle (Polished Gold)	7/8" x 1-1/8"
Circle (Red)	7/8" x 1-1/8"
Circle (Light Blue)	7/8" x 1-1/8"
Circle (Light Pink)	7/8" x 1-1/8"
Slide (Polished Silver / Contoured)*	1.32" x 0.65" (fits all collars in our shop)
Slide (Polished Gold / Contoured)*	1.32" x 0.65" (fits all collars in our shop)

• Our slide tag option is guaranteed to fit EVERY collar style in our store— regardless of the design or neck size (Kitten / Adult Cat / XL Cat / Tiny Dog / Mini Dog / Small Dog) you pick.

Engraving Guidelines

Complete product details can be viewed on our Tag product page here. The included tag personalizer form on the tag product page will guide you, as to how much you can fit per line / per side. You will see a preview of how your engraving text will look as you type. 

• Tags can be personalized on both sides (EXCEPT for slide tags - front only). Each side can fit up to 4 lines of text, 14-characters max per line (including spaces). Character count includes text, punctuation and spaces. We highly recommend using 1-3 lines for best results & improved legibility.
• Once you have added the tag style(s) you want to your cart and are on the Shopping Cart page, you will see a 'Special Instructions' message box to type in your instructions for the text you want engraved on each ID tag you order. If we have any questions after you've made the purchase, we will contact you.
• The less text you use, the better (and larger) the lettering will look. The engraver auto-sizes the text based on the widest line of text and the # of rows of text it has to fit. Text is always automatically centered vertically & horizontally. Legibility is always guaranteed.
• Typeface & Special Characters — We offer one font. It is a clean & clear-looking uppercase style (see photos) to ensure optimal legibility. Emoji symbols and special characters (À,Ü,È,Ñ,Ø...) are not supported.
• All of our tags are removable and can be purchased separately except the slide tag. Note: Slide tags require a collar purchase from our shop because they are not removable or interchangeable. They are added during the making of the collar and cannot be removed due to the buckle blocking one's ability to slide the tag off.
• If purchasing a slide tag with a collar -- note that the slide tag will reduce the maximum adjustable length of the collar (because the length of the slide tag limits the extension). Your collar's minimum length will remain the same, but the maximum extended length will be shorter by approximately 1.5 inches. If this is a concern, please add a note in the 'Special Instructions' box indicating the neck size you need us to make sure we can accommodate when the slide tag is on the collar -- we will modify the collar during production accordingly.
• Please remember to leave engraving instructions for your tag(s) in the Special Instructions box on the Shopping Cart page. If ordering a slide tag(s), indicate which collar style goes with each slide tag. 

• We offer one standard font in the style shown in the photos featuring elegant uppercase lettering to ensure maximum visibility & clarity. Examples of the text style can be seen in the I.D. tag product photos below.
  

Our colored tags are made of anodized aluminum. The polished silver ones (including slide tags) are nickel-plated brass. The gold polished ones are brass. The silver & gold tags can be kept looking new by occasionally polishing with a soft cloth. For extra dirty tags, use Comet and a non-abrasive scrubber to make them shiny again.

• Slide tags are not considered interchangeable on multiple collars. They are permanently paired with the collar they are installed on. (Our traditional hanging tags, in circle or heart-shaped options can be used on any collar at any time, though). Because our slide tags do not have open hooks and must be sewed into the collars before shipping, it would not be practical to remove the tag to use it on another collar unless you wanted to mail the original collar back to us for transfer onto a new collar you intend to order. (Note: If you did this, the original collar would no longer be usable). 
• If you wish to re-use an existing slide tag purchased from us, on a new collar purchase, email us at help@madebycleo.com for instructions on how to do this.
• For tags that can be easily transferred to different collars, we recommend choosing any of our non-slide I.D. tags, available in a number of colors in heart & circle shapes.

• Our bow ties are 3" x 1.75" (w x h), listed in inches.One-size-fits-all for cats and small dogs. We do not currently accommodate custom sizes for bowties.
  

• Our bandanas are 6" x 4" (w x h). Best suited for adult cats and small dogs. Not recommended for pets with neck sizes under 7" (i.e. kittens & tiny dogs).  We do not currently accommodate custom sizes for bandanas.

Our felt flower corsages come in two sizes -- the standard size is 2.5 inches and the "mini" size is 1.5 inches in diameter. For any product listings that includes a flower corsage that does not specifically mention 'felt' in the title or description -- the flower (chiffon-based) will come in one standard size only - 2.5 inches in diameter. We do not currently accommodate custom sizes for our flower corsages. 

All of our bow ties and flower corsages are easy to put on / remove with the elastic loop on the back (which the collar slides through).

To attach our bandanas to a collar, simply unfasten your pet collar and slide it through the top pocket of the bandana. Fasten the collar back on your pet and you're set! Collars are sold separately and not included with bandana purchases.

• For additional, more stylized and decorative jingle bell options that you can add to your order, feel free to check out our premium bell options here. 
• Note: Our decorative bells are louder than our standard collar bells, in case you need a more obvious, less subtle-sounding option.

• To shop our full selection or pet collar charms, ranging from holiday-themed to everyday styles, check out our Pet Collar Charm page here.

An Apple AirTag is a small round water-resistant tracking device that allows you to locate lost items. The built-in FindMy app for iOS allows you to get updates on where the AirTag was last detected, and if nearby, where exactly it is (e.g. 15ft to your right).

• AirTag location is updated each time it is within Bluetooth range of any iPhone, whether it be yours or a neighbor’s; Bluetooth range is up to a few hundred feet. City or street density will determine how accurate/granular your pet’s current location is.
• When an AirTag is within range of your own iPhone, you can use the FindMy app to either get precise location guidance or to emit a sound.
• FindMy app can be set to notify you when your pet returns to your house.

AirTags can be used to track your pet in a couple of ways, with different range specs:

Generally-speaking, you will be able to get a reading on your pet's location (for example, is he at "Home" or he is at an unsanctioned midnight backyard party 4 blocks away in your neighborhood) using the Find My app (on your iPhone) as long as your pet is somewhere within 100 ft or so of *anyone* with an iPhone (including you or the other people living in your neighborhood, or block, or in your town, state, etc). That means you can get a reading on location wherever you are (as long as your pet is relatively near someone with an iPhone, since Apple uses this device network to triangulate location). Note - This does mean AirTags are great if you live in the city or a populated suburb but are not so practical if you're out in the countryside where population density is low. 

The other method is precision-tracking. AirTags can be used to give you the precise distance and direction of your pet's location if they're within about 100 ft from your iPhone (i.e. its Bluetooth range). It's super useful to use this method to find out for example, that your cat is "23 ft to your left", when he's hiding somewhere inside your house, or when the app says he's already "Home" on your property, but he's hiding under your car and it's dark outside so it's hard to see exactly where he is, etc.

• Diameter: 1.26in/32mm
• Depth: 0.31in/8mm. 
• Weight: 0.39oz/11 grams. AirTag holder adds around 0.1oz.

• iPhone and iPod Touch models with iOS 14.5 or later
• iPad models with iPadOS 14.5 or later
• 2-Factor Authentication must be enabled on iOS device for activation

• iPad and iPod Touch devices running iOS 14.5 or later can register AirTags and use the FindMy app to get their location, but since these devices lack the U1 chip found in iPhones, precision finding will not be available. In other words, it may be more difficult to find your pet if it’s within close range. An iPhone, by contrast, will tell you exactly how far away (e.g. 10 feet) and in which direction your pet is when in close range.
• AirTags can only be paired with one Apple ID. If you have multiple supported Apple devices (e.g. an iPhone and iPad), you can use the FindMy app on each to locate your AirTag. However, you will not be able to tie it to different devices in your house that have different Apple ID accounts (e.g. both your phone and your spouse’s phone).

​For fabric collars — you can wash our 100% cotton fabric-based collars in the washing machine on the delicate cycle, or handwash (though we strongly recommend that if you wash in a machine, please put them in one of those zippered garment bags (designed to protect delicate items like lingerie, etc.), and wash them completely in a cycle on their own (not with other laundry). If cleaning a fabric collar with stubborn stains, you can gently scrub the problem area with an old toothbrush. (Do this for fabric collars only / not velvet. See instructions below for velvets and other types).

​

For velvet collars — the instructions are similar to the ones above for fabric, EXCEPT we do NOT recommend any scrubbing or aggressive handling that may create bald spots in the pile of the velvet. This means handwashing may not be the best method unless you are purely dipping in soapy water and rinsing (not rubbing the collar in any focused manner). You can wash your velvet collar in the washing machine on the delicate cycle (though we strongly recommend that if you wash in a machine, please put the collar(s) in one of those zippered garment bags (designed to protect delicate items like lingerie, etc.), and wash completely in a cycle on their own (not with other laundry). 

The next steps apply to both collar types mentioned above — Be sure to remove the bell and/or any tags that may be attached, beforehand. Normal detergent or even dish soap is fine. There is no guarantee that washed collars will look dramatically new if you've had for them for a while and they've taken on some serious wear, but they should look a bit cleaner after being washed. Lay them flat to dry and be sure to towel off any extra water on the metal parts to avoid rust.

​For non-fabric collars (i.e. printed ribbon) — we do not recommend attempting to wash these due to the possibility of the ink reacting to whatever cleaning agent may be used. In some cases, the ink has been known to run when soap is applied. 

TIP: If you are unsure about the material used for your collar, you can run a preliminary 'wash test' on a small interior (not outward-facing) section of the collar by applying some water and a little bit of detergent. 

​Tip for dealing with frayed bits — to keep collar collars looking tidy if they start to fray over time (which is inevitable given that cats have claws) — you can easily smooth away frays by quickly running the flame of a clicker "fireplace lighter" across any fuzzy bits and it will generally melt them away. (Do this when the collar is NOT on the cat). 

Note: Applying the flame to a collar would only be effective in situations in which the nylon webbing base layer of the collar is starting to 'fuzz', which is naturally going to happen after extended wear. This will NOT work for snagged cotton fabric though -- only synthetic fibers, like nylon & polyester.

​​

Washing instructions for bow ties + bandanas — Our bow ties and bandanas are considered "delicate" and require careful handling if you plan to wash them. You can either machine-wash them (in a dedicated garment bag using regular detergent on Delicate cycle) or hand-wash with a gentle application of either a small dab of laundry detergent, or spot remover cleaner (e.g. "Shout" brand), or dish detergent (e.g. "Dawn" brand). Dab a very small amount of cleaning agent and water on the stained / dirty areas and gently work in a circular motion using an old toothbrush. All of our bow tie fabric (excluding the Velvet Collection & Sparkle Style(s)) are 100% cotton and the dyes *should* be bleed-proof (though there have been a couple of isolated cases where we've been proven wrong about the colorfast-ness). It's always wise to test first on the back side of the items! Please be extremely careful so as to not separate the center tie from the body of the bow tie during handling. Lay the bow(s) or bandana(s) on a towel or paper towel to air-dry afterwards. 

For fabric (non velvet bows) —You may lightly iron the the FRONT fabric portions of the bow with "Cotton" heat setting if necessary. Do NOT iron VELVET bow ties directly. The heat will ruin the surface. If you must, use a cotton presser cloth in between the iron and velvet bow and keep the iron from remaining in one place for long to avoid melting / imprinting the velvet. AVOID applying any heat whatsoever to the elastic or felt backing - they will melt.

Washing instructions for flowers — although our flower corsages (and bow ties) are considered delicate items intended more for occasional "picture-time" use (vs. 24/7 daily wear), they can be washed if you take extra care when doing so. We do not recommend hand-washing our flower corsages unless you will only be dipping in soapy water and rinsing (without any focused agitation or friction). We recommend only machine washing in a garment bag (on Delicate cycle / in a dedicated load with no other items in the machine). Use cold water & standard detergent when washing. Lay the flower(s) on a paper towel to air-dry.

Please refer to our Wholesale page for more details.

Please fill out the form on our Contact page or email us directly (help@madebycleo.com).

Yes please! Feel free to email us anytime (help@madebycleo.com).We'd love to see photos or video clips of your fur baby! Feel free to post on Facebook or Instagram and tag us @madebycleo. Hashtag: #madebycleo