Are you still operating during Covid-19?
Fortunately we have been able to adapt so can still sew and send orders during the current challenging environment. A single machine operator now works solo in our embroidery rooms wearing gloves and sanitizing collars and packaging. No employees are allowed to work if look or feel sick and temperature checks are done daily.
Are delivery times effected during Covid-19?
Like most E-Commerce businesses we are seeing a spike in demand and as we make a custom product we are currently at around 5 days to produce orders. Regarding delivery, the freight companies are struggling, both due to lock downs and demand ... so expect at least double the normal delivery times as usual.
Where are your products made?
Our personalised pet collars, leads and harnesses are all sewn and sent by our awesome team on the Central Coast, New South Wales Australia. We source some items from overseas that are not manufactured in Australia but as much as we can do locally we do.
How long does it take to personalise my products?
- All of our embroidered products are personally made to order
- We dispatch all items within 3-5 working days
- You will receive an email with your shipping confirmation when your order has been shipped
When will I receive my order?
Our aim is to get your item to you as quickly as possible. We guarantee that once you place your order, your item will be dispatched within 3-5 working days. Depending on your delivery method you choose is when you will ultimately receive your item.
We ship all of our products via either Fastway Couriers or Australia Post. If you require an item in a hurry, we offer express post as an option in check out. Express Posted items will incur additional costs.
- Australia Post Express parcel is usually the next day*
- Australia Post without tracking please allow 5-10 working days*
- Australia Post to WA and TAS please allow 7-14 working days days*
- Fastways Couriers please allow 5-10 working days*
*The above information will vary depending on where in Australia your item has to travel to reach you.
Can I choose a nickname or a longer phase?
We love seeing your chosen pet name come across our work stations. All our products are personally made for you so if you have a cute nickname or a longer phase that does not fit within our maximum letters of 10 and numbers maximum of 10 digits, if space permits we can discuss the opinions with you via email at firstname.lastname@example.org
Space is limited on our extra small collars and cat collars due to their size. Please note - any text that is more than one name and a number will incur additional costs.
Do you offer wholesale or bulk discounts?
We love to work with all business’ Corporate and Rescue groups alike. If you would like to find out more about being a wholesaler for Personalised Pet or for bulk orders please send us an email at email@example.com with your requirements.
Can I return a personalised item if I change my mind or if I have chosen the wrong size?
We do not offer returns on our personalised items as these have been custom made specifically for you and cannot be resold.
Please ensure that you measure your pet correctly and choose the size according to our specific size guides as not all manufactures are the same.
This does not include If your item is deemed faulty or not as described as per Australian consumer Law.
How do I know which collar size I should choose?
A proper fit is a must for everyone!
You want to measure around your pet’s neck (for collars) and girth (for harnesses) then add a two finger space gap for comfort. Our sizing chart will help you get that right fit. When you have your pets measurements then compare with the size chart for size. Size chart found under the Sizing tab from the menu bar.
If for example your dog measures 30 cm around her neck then you add two fingers and it becomes 32 cm therefore a Small or Small Wide collar is suitable because it fits within the adjustable range of 25-35 cm.
For a proper fit, measure your dog's neck with a cloth seamstress tape measure. If you don’t have one on hand you can use a piece of string and then measure the string with a rigid ruler.
How do I clean my pet collar when it gets dirty?
When your pet's collar, harness, lead or coat needs cleaning, place it in a washbag in the washing machine or soak in soapy water and line dry.
If a thread should come loose, trim to a short tail and burn the rest off quickly with a lighter.
How does your guarantee work?
We offer a 12-month replacement guarantee on all our personalised collars, leads and harnesses. This does not include excessive wear and tear or if chewed or washed incorrectly.
If you wish to raise a concern please get in contact with us via email: firstname.lastname@example.org and provide a photo of the problem if at possible.
I have a Best Pet Gift Card, how does it work?
You can redeem your Best Pet Gift Card with us at Personalised Pet Collars by sending us an email order to: email@example.com
The information we will require to redeem your Gift Card for purchase is:
1. Product/s you would like to order ie. Medium Collar and matching Lead
2. Colour choice: Red collar with White Embroidery Thread
3. Pet's Name and Phone Number (to display on collar)
Please note that only name is embroidered on leads, harnesses & coats
4. Gift Card amount, Gift Card Number and four digit PIN
This is important for redeeming your card.
5. Postal Address and contact details to send to you upon payment
A PayPal invoice will be issued and sent to you for any outstanding difference on your total order.