Returns

Returns

Returns

The short version: 30 days, unworn, tags on. Personalized pieces are final sale because they're made for one specific dog.

Here's the long version.

Standard pieces (no custom name)

You have 30 days from the delivery date to start a return. To be eligible, the piece must be:

  • Unworn and unwashed
  • With original tags still attached
  • In original packaging

Email support@theloyalmark.com with your order number to start the process. I'll send you a return label and instructions within 24 hours.

Who pays return shipping: the customer covers return shipping unless the item arrived defective or different from what was ordered. In those cases, I cover it.

Refund timing: refunds are processed within 5 to 10 business days of receiving and inspecting the returned piece. The refund goes back to your original payment method. Depending on your bank, it may take an additional 3 to 5 business days to appear on your statement.

Personalized pieces (with custom name embroidery)

Personalized pieces are final sale. They cannot be returned for a refund or exchanged for a different size, colour, or name.

Why: the name is stitched directly into the fabric and can't be removed cleanly. Each personalized piece is made for one specific dog and one specific customer.

If your personalized piece arrives defective, damaged, or with a clear quality issue (misspelled name from our end, crooked stitching, wrong product), I'll replace it at no cost. Email a photo to support@theloyalmark.com within 14 days of delivery and I'll handle it personally.

If the name was misspelled because of a typo on the order form, that one's on you, not me. But reach out anyway. I'll see what I can do.

Exchanges

I don't offer direct exchanges right now. If you need a different size or colour, return the original piece for a refund and place a new order. This keeps things simple while I'm still a one-person operation.

Damaged, defective, or wrong items

Any quality issue, regardless of whether the piece is personalized:

  1. Email support@theloyalmark.com within 14 days of delivery
  2. Include your order number and a clear photo of the issue
  3. I'll send a replacement at no cost

This applies to manufacturing defects, shipping damage, wrong items shipped, or anything that doesn't look right.

Items not eligible for return

  • Anything more than 30 days from delivery date
  • Anything worn or washed
  • Personalized pieces without a quality defect
  • Sale or discounted items marked final sale at time of purchase

Questions?

Email support@theloyalmark.com. I respond within 24 hours on weekdays.

Vick