FAQ

WHEN WILL I RECEIVE MY ORDER?

Our current processing time is approximately 3-4 weeks and does not include shipping time. This is to ensure we carefully craft your order. Processing time can also fluctuate, so please reach out if you have any questions about your order.

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

All of our products are handcrafted to order, so we are unable to accept returns or exchanges unless there is a warranty or shipping issue.

Please follow our measuring guide here to ensure you purchase the correct size. If you have any questions or concerns, please refer to our Warranty and Returns Policy or contact us at gear@mysticaltails.com prior to ordering.

HOW CAN I MEASURE THE CORRECT COLLAR SIZE FOR MY DOG?

See our “How to Measure Collars” page by clicking here
For our Multipurpose (Handsfree) Leash see our measuring guide here

WHERE DO YOU SHIP TO?

We currently ship within Canada and to the USA.

HOW MUCH IS SHIPPING?

Shipping rates are calculated by weight, size and location. All shipments come with a tracking ID, so you can see the movement of your package. Orders over $175 to Canada and USA are eligible for free shipping. (Orders must have a total $175 before taxes and after any discounts have been applied to qualify.)

DO YOU TAKE CUSTOM ORDERS?

Yes, we take custom orders. Many of our products have options for customization, however, if you want something we don’t have on our website, contact us with your ideas at gear@mysticaltails.com

DO YOU OFFER LOCAL PICKUP?

Yes, we offer local pickup in Campbell River, BC. During checkout, select the local pickup option. We will then contact you via e-mail to coordinate pickup location and time once your order is ready.

DO YOU ACCEPT WHOLESALE ORDERS?

Yes, we take wholesale orders, contact us at biz@mysticaltails.com if you are interested.

WHAT IS YOUR WARRANTY?

We believe in the quality of the products we make, which is why we warranty all our metal components against breakage for the life of your product. In the rare event that your hardware fails, it will be repaired for free or replacement hardware will be mailed to you. Products requiring shipping to/from Mystical Tails to be repaired is at the buyer’s expense.

Please note that plated metal hardware can wear off over time and is considered cosmetic and not considered defective.

DAMAGES AND ISSUES UPON RECEIVING MY ORDER

Please inspect your order upon receiving it and contact us immediately if any of your items are defective or damaged.

If your package arrives damaged, you can refuse to receive it from the carrier. If the package has been left at your door and is damaged, take photos of it before opening, then check to make sure nothing is damaged inside.

COLOR

We have made every effort to display as accurately as possible the colors of our products that appear on our website. However, due to monitor discrepancies, we cannot guarantee that your display of color will be accurate. You can purchase a color wheel here

DO YOU MAKE YOUR PRODUCTS

Yes, each product is artisan crafted from Vancouver Island, BC Canada. Each item may vary slightly from the product photo and may be uniquely different, just like us 🙂

WHERE CAN I FIND YOUR PRODUCTS

You can find select products in person at the following retail locations;
Buckerfields, Saanich, BC here
Dogwood Pet Mart, Campbell River, BC here
The Pet Store, Victoria, BC here

 

Questions are the root of all answers.
Don’t Be Shy!