Shipping & Delivery

• Dispatch Time: All orders are handmade and typically dispatched within 14-21 Days (UK orders).

• Delivery Method: All parcels are sent tracked via Royal Mail. Once your parcel has been dispatched, responsibility for delivery lies with the carrier.

• Incorrect Address Details: Please ensure your delivery details are entered correctly at checkout. We cannot accept responsibility for orders delivered to an incorrect address provided by the customer.

• Tracking Information: Once dispatched, you will receive tracking details via email or text. All parcels are sent using Royal Mail Tracked 24 (next-day delivery service).

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Lost or Damaged Products

• In Transit: Tillow K9 Equipment takes great care when packaging and dispatching your order. However, once an item has been handed over to Royal Mail, we are not responsible for any loss or damage that occurs during delivery.

• Reporting a Problem: If your parcel does not arrive within the expected timeframe or arrives damaged, please contact us within 7 days of the estimated delivery date so we can assist you in making a claim with Royal Mail.

• Claims with Royal Mail: As all orders are sent tracked, Royal Mail may require your tracking number and order details to process a claim. We will provide any necessary dispatch confirmation to help support your claim.

• Packaging Issues: If your item arrives damaged, please retain all packaging and provide clear photographs of both the product and parcel so we can advise the next steps.

Disclaimer

• Handmade Craftsmanship: Every item is handmade with care. While we strive for consistency, slight variations in length, colour, or finish may occur, this is part of the charm of handmade products.

• Safety First: All products are designed to be pet-safe, non-toxic, and durable. However, customers are responsible for checking each item for suitability and signs of wear before use.

• Supervision: Our leads, collars, and accessories are not chew-proof. Please ensure items are used under supervision and kept out of reach when not in use.

• Lost Components: Tillow K9 Equipment does not replace lost parts or components free of charge. However, we do offer a spare parts section where replacement items (such as buckles, clips, or tags) can be purchased if needed.

• Liability: Tillow K9 Equipment is not responsible for any injury, damage, or loss resulting from the use or misuse of our products.

Returns & Exchanges

• No Refunds or Exchanges: As all items are handmade to order and custom-sized for your pet, we are unable to offer refunds or exchanges unless the item arrives faulty.

• Faulty Items: In the rare case that you receive a faulty product, please contact us within 7 days of delivery with photos, and we will do our best to resolve the issue.

• Order Changes or Cancellations: Once an order has been placed, we may not be able to make changes or cancel it, as materials and production may already be underway.

Acknowledgement

By placing an order with Tillow K9 Equipment, you acknowledge and agree to these Terms & Conditions, including our shipping, delivery, and returns policies.