Returns and Replacements
Our systems are automated, so the shipping information provided will be printed on the envelope as entered, and the customisation details provided will be engraved on the tag. The order confirmation, sent immediately after the order has been submitted, shows the exact information entered, and must be accepted as proof of what was ordered. Mistakes usually happen when a mobile is used to order, so it is important to take extra care and always check the order confirmation.
Customised tags cannot be returned for refund, unless the mistake is ours.
If there is a mistake on your tag engraving, please first check your order confirmation which shows the exact details you submitted for engraving. If the mistake is ours, email us at email@example.com and please include your order number and a photo. We will send an immediate replacement.
All tag dimensions are included in the product description and the Size Guide can also help choose the right size. If you have chosen the wrong sized tag we will be unable to replace it free of charge, but can offer you a discount on a new tag.
If we have sent you the wrong tag, simply contact us by email, attach a photo, and we will send a replacement tag the very next day.
We do not replace lost tags as this is most often due to the lead being attached to the split ring instead of the collar ring by mistake. If the tag is lost, and a photo shows that the spit ring is still intact, we will replace the tag. Otherwise we can offer you a discount on a new tag. Please regularly check your tag, split ring and eZeClip and request a replacement if you notice signs of wear and tear that might result in the tag being lost.
Our eZeClips are strong and robust and should last for years. When you receive your eZeClip, check to make sure that the spring is not loose and in good working order, and that it attaches the tag to the collar ring securely. If it appears to be faulty in any way, contact us by email to let us know, and we will dispatch a replacement within 24 hours.