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Our Return / Exchange + Warranty Policy
It is our goal at Made By Cleo to ensure that you and your pet are happy with your purchase. If there is an issue with your order, please contact us (help@madebycleo.com) within 15 days of delivery of your order to resolve the matter.
Returns & Exchanges
If you need to return or exchange an order item, please send us an email at help@madebycleo.com. We will provide instructions and a mailing address for you to return the qualifying original item (must be in new, unused & resellable condition).
You are welcome to place a new order anytime for the item you want in exchange for the item you are returning — no need to wait until your return is received and processed. Once the return has been processed, the appropriate amount will be refunded back to you and you will receive a confirmation email for the refund.
Please note: Some products may not qualify for return. See exclusions below:
►Non-refundable products: Engraved I.D. tags, face masks, 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.
A restocking fee of 15% will automatically be deducted from the total amount of the refund due. The shipping cost for mailing returned items are the responsibility of the buyer.
Made By Cleo reserves the right to determine what % of the original purchase will be refunded if the return is approved. We reserve the right to reject any product return that does not qualify for a refund due to not meeting the criteria stated in our policy.
Order Cancellations
To cancel an order, please email us at help@madebycleo.com immediately. If your order has not yet gone into production by the time we receive & process your cancellation request, we will issue a refund (as long as your order has not shipped yet). If your order
If personalized ID tags were included in the order and they were already engraved by the time we received your cancellation request, please note that we charge a $5 change order fee (per ID tag). This fee amount will be deducted from the total amount issued back to you for the order cancellation refund.
If your order has already shipped by the time your cancellation request is submitted and received, you will need to wait for it to be delivered to you first, before following the instructions to return the items (if they fall within the accepted list of products for returns). We have no ability to redirect the shipment once it is on its way to you via the carrier.
Made By Cleo will not be held financially or legally responsible for any delays involving mail delivery. Any orders that have already shipped out cannot be cancelled or retracted once they've left our office.
All delivery timeframes quoted should be understood to be estimates and are NOT in any way guaranteed.
Warranty
If you receive a defective item or there is an error concerning your order, please contact us within 15 days of delivery so that we can work with you to quickly resolve the issue and mail a replacement free of charge (if applicable).
***Exchanges, returns & claims against defects or errors must be made within 15 days of delivery.***
The numbers listed below represent the shortest & longest adjustable length range for the neck size options we offer. We strongly recommend measuring your pet's neck before ordering, if this is your first time. Tip: A simple piece of string or ribbon (or equivalent flexible household item) can be used to assess the collar length your pet needs -- then measure the amount of string you used, laid out flat alongside a straight ruler. Often, customers may not realize their pet is smaller (or larger) than average prior to measuring!
If your pet is in-between sizes, select the closest size from the dropdown menu, but be sure to provide your pet's exact neck size measurements in the "Special Instructions" message box (on the Cart page before checkout) so that our seamstresses can make any necessary custom sizing adjustments to ensure an optimal fit for your pet. We'll take care of it as long as you give us the measurements!
| Kitten | 6-10" (inches) | Fits small cats |
| Adult Cat | 8-13" (inches) | Fits average-sized & larger cats |
| XL Cat | 12-16" (inches) | Fits extra large, big cats |
| Tiny Dog | 6-10" (inches) | Fits very small pups (measure to be sure) |
| Mini Dog | 8-13" (inches) | Fits Chihuahuas, Yorkies, toy breeds |
| Small Dog | 12-16" (inches) | Fits Beagles, Jack Russell Terriers, Pugs |
A Note About Adding "Slide" Tags to Collars: If ordering a personalized slide tag name plate to be put on your collar, the length of the tag will reduce the maximum length of the collar by 1.5 inches. If your pet's neck size is very close to the maximum of a certain size range and you plan to get a slide tag with the collar - to avoid any fit issues, we recommend ordering the next size up, or adding a note in the "Order Notes" box (located on the Cart page before checkout) to let us know your pet's exact neck size so our studio can make any necessary adjustments as needed.
"Size" refers to the collar's adjustable length (in inches).Note: The standard width of our collars is 1/2", regardless of the size option / length you select. To see a quick demo on how to adjust the size of your pet collar and achieve an optimal fit, watch the video below.
"Buckle Type" refers to the black or white standard plastic side-release clasp shown in all collar product photos in our store. On every collar product page, you will be given the option to select whether you prefer a "Breakaway" or "Non-Breakaway" plastic buckle clasp. Both types look the same as what you see in the photos — the difference has to do with the internal pronged mechanism, which makes them function differently. See the illustration below to compare the visual differences. Please Note: The details regarding the differences shown below will apply whether it's pertaining to a white or black buckle clasp:
The functional differences are as follows:
"Hardware" accent color refers to the various standard metal components that are part of the pet collar— i.e. the collar length adjuster, the round split ring for cat collars (or D-ring for dog collars), and the included removable bell. Note: The hardware color choices do NOT apply to the plastic buckle clasp - the buckle will always be plastic (unless you specifically order a metal buckle upgrade to go with your collar).