Warranty and Disclaimer
HARDWARE WARRANTY
Mystical Tails products are handcrafted with quality hardware chosen for durability. Coverage depends on the hardware type used on your specific piece:
- Stainless steel hardware (D-rings, O-rings, screws, chain, carabiner clips): 1-year limited warranty from date of purchase
- COBRA® buckles (FM and Pro): aluminum, powder-coated. 1-year limited warranty from date of purchase
- Quick Release buckles: zinc alloy. 1-year limited warranty from date of purchase
If a covered hardware component fails within 1 year of purchase due to a defect in materials or craftsmanship, we will repair or replace the hardware. Mystical Tails covers the cost of labor and the replacement hardware. The customer is responsible for shipping the item to us and for return shipping.
As a small, handmade business, we ask for a little patience: we’ll acknowledge your claim within 3-5 business days, and resolve most claims within 2-3 weeks of receiving the item.
What’s Covered:
- Defects in hardware materials or craftsmanship within 1 year of purchase
- Labor and hardware replacement cost (customer covers shipping both ways)
What’s Not Covered:
- Normal wear and tear, including cosmetic changes
- Damage from chewing, misuse, modifications, or neglect
- The BioThane® strap or webbing itself
HOW TO MAKE A CLAIM
- Email support@mysticaltails.com with your order number or proof of purchase
- Include clear photos of the hardware issue
- We’ll acknowledge your claim within 3-5 business days
Once approved, we’ll repair or replace the affected hardware. You’re responsible for shipping the item to us; we cover labor and the replacement part; return shipping is on you as well.
VINYL LETTERING
Vinyl lettering durability depends on factors outside our control: contact during play or chewing, prolonged weather exposure, the natural texture of BioThane®, which isn’t a perfectly smooth surface for adhesion, and factors specific to each piece such as font style, design size, collar width, and natural oils from your dog’s coat. Vinyl lettering is not covered under warranty and is not eligible for repair. Based on our experience, the adhesive only bonds reliably to brand-new material, so re-application to a used or worn item isn’t something we’re able to offer. By choosing personalization, you accept this as a risk. We recommend avoiding prolonged extreme weather exposure, checking regularly for peeling or fading, and cleaning with a mild non-abrasive cleanser.
ROLLED BioThane®
All rolled BioThane products are covered under our warranty. If a defect is the result of our craftsmanship, we will replace the product.
For leashes (Sirius rolled, Spryte, and Pixie): repairs are available, however because rolled BioThane is clamped rather than screwed, the clamp must be physically cut to complete a repair and a new one fitted in its place. This means your leash will be slightly shorter after repair. We do our best to save as much length as possible.
Ember and Devas are not eligible for repair due to their length. If the issue is on our end, your product will be replaced.
RETURN POLICY
All Mystical Tails products are handmade to order and are final sale. This includes custom colours, widths, personalization, and made-to-measure collars. Final sale does not affect hardware warranty coverage above; a valid hardware defect claim is honored regardless of personalization or custom fit.
Please measure carefully before ordering. Contact us at support@mysticaltails.com if you have sizing questions before you buy.
ORDER CHANGES
Once your order has moved into production and materials have been cut, we’re no longer able to accommodate changes to colour, width, or other custom selections. We try to work with you where we can before that point, but once materials are cut for your order, that piece is committed and cannot be altered or swapped.
If you need to make a change, contact us as soon as possible after ordering. The earlier we hear from you, the better the chance we can still adjust it.
COLOUR AND HANDMADE VARIATION
We do our best to represent colours accurately online, but monitor display can vary. Each item is handmade and may show small natural variation from photos, this is expected and not a defect.
PRODUCT DISCLAIMER
Customers who use our products acknowledge that Mystical Tails is not liable or responsible to any person, pet, or entity for loss or damage caused, or alleged to have been caused, directly or indirectly by or from the products, information, or ideas contained, suggested, or referenced in our marketing material, packaging, or website.
- Never place a collar or harness that is too tight or too loose around the dog’s neck
- Always make sure your dog is supervised when using Mystical Tails products
- If your dog is an excessive puller, consider a harness, or use the collar as an accessory only
- Never place a faulty or broken collar or leash on your pet
It’s the owner’s responsibility to buy the correct size and confirm proper fit before use. Please refer to the sizing options on each product page.
If you need more information, contact us at support@mysticaltails.com.