What is the standard processing time for orders

All Items are made to order by one of our paw-some seamstress. We will have your order completed within 15-20days.

When will my order be shipped out?

In order to stay consistent and get orders out reasonably, items will go out on Wednesdays and Saturdays. Most orders will ship within 3 weeks of order date. You will get a tracking number as soon as it's created, but that does not necessarily mean its been dropped in the mail same day. If there are delays in shipping, we'll give you a holler:)

I need my order sooner, can pay for an expedited processing time?

If the item is in stock, you can select USPS priority shipping to receive your item quicker. If your item is a commission, the standard commission time is 3-4 weeks. If no changes are necessary, your order will ship on the next shipping day following commission approval (either Wednesday or Saturday). All items in an order will ship together.

Do you ship internationally?

Yes! Please note that you will be responsible for customs fees in countries where it applies. Be sure to check and make sure that your country is able to receive mail from the US.

I need to change something about my order, what do I do?

Please be sure to double check your order within 24 hours if you need to change products or update your shipping address. Depending on when you've ordered, we may already be on our way to the post office. If you ordered a commission, we will be in contact with you regularly, so changes can be discussed during check ins. Once production of the commission has started, your order cannot be cancelled.

Can I add something to my order (that hasn't shipped yet)?

You absolutely can! Shoot us an email at chubbdollcollars@gmail.com to check in on your order's shipping status. If your order hasn't shipped, we'll combine your items send you a new tracking number. NOTE: There will still be two different order numbers. If you are looking to add a commission to an in-stock order, your order will not ship until the commission is finished. Note that we don't have the ability to gift ship to multiple addresses on the same order, so if you are spreading the love to your litter, please place separate gift orders.

My order is a gift for someone. Can I include a message or request special packaging?

Absolutely! Please make sure you double check the address you want the gift sent to, and leave a note on your order. If you don't specify a message in the notes, we will use a standard gift message.

I did not receive an order or shipping confirmation email. Did my order go through?

If you don't recieve an order confirmation within 24 hours, shoot us an email at chubbdollcollars@gmail.com so that we can check on your order. We will respond within 48 hours to your inquiry.

My order is being sent back! What do I do?

Don't fret! Send us an email and we'll look out for the return. If the shipment is being returned because of an error on our behalf or the package is damaged by USPS and marked undeliverable, we will cover the shipping to get it back to you via USPS 3-Day Priority mail. If the shipment is returned because of a wrong address input or marked undeliverable due to not having a place to safely drop the package, we will contact you to let you know when we've recieved the return mail. You'll recieve a paypal invoice to cover the cost to reship at your original shipping rate. Once the payment for reshipping is paid, you will recieve a new tracking number. Orders that originally qualified for free shipping are not exempt from the reship fee.

What is your return policy?

There's a small team working hard to bring you magic! As these are largely hand-sewn goods, returns will not be accepted and product replacements will always be the first option (and in many cases the only option) when it is appropriate.

For apparel, returns and exchanges are even more limited. As each sweater is made to order in a way, once the order is placed it cannot be change. Please see the Policies page for details.

What are the payment options?

Chubbdoll offers secure payment through the Shopify payment platform and Paypal. Both options support the use of credit and debt cards.

I forgot to add an item to my order, can you just charge me the extra?"

In order to make sure all things are accounted for in the shop and nothing is missing when we ship to you, we cannot just charge the extra to you. Kindly submit an additional order to ensure proper tracking and receipt of goods!

How do commissions work?

Once you purchase a commission, we will contact you to set up time to discuss exactly what it is you want! Discussion can happen via Chubbdoll Instagram Chat or Google video chat on the Store email account. Once we discuss your theme, colors and any additional details, we will get to work on your masterpiece. You'll get a message through Instagram or an email from the Store Email account with pictures of the collar we've designed for you to check in on any minor adjustments you need. The whole process takes about two to three weeks to complete before shipping. No collar design is considered exclusive, and we do reserve the right to use photos and videos of the finished product on our social media to promote the shop.

The charm on my collar broke/fell off, can I get a replacement?

Though our collars are tug resistant, we advise to be gentle with the charms and bells, as they are sourced from different suppliers and made from different materials. We cannot ship you a replacement charm if it breaks. We purposely put the charms on lobster clasps and place them in areas that would not be affected by the use of a leash.

I do (or do not) want a bell on my collar.

Some kittens want to stay stealthy, and that's okay! That's why all charms and bells come on lobster clasps unless otherwise stated.

Are your collars adjustable?

Yes! All collars have a tie back with a ribbon that will extend the collar an additional 4 inches, friendly for people with larger necks.

What's the general size of your collars?

Our standard collar size is 15 inches from D-ring to D-ring. If you need a size smaller or larger than that be sure to include the measurement in the order details.

What is the width of your collars? Can I change the width?

The collar widths vary by style, the smallest being 7/8th inches wide and the largest being 3 inches wide. If you are wanting to change the width of a collar style, you will need to purchase a custom commission.

How do Pre-Orders Work?

Some of our collar designs are pre-order only, which means that the item is paid for in advance, and then will ship out within one to three months of the pre-order close date depending on the item. Please note that the pre-order cost plus applicable shipping will be charged from your account upfront, but the item will not ship on or before pre-order close date.

In-stock items ordered in the same order as a pre-order will ship with the pre-order. If you have any questions regarding the status of your preorder, you can always give us a holler, but generally shipping will occur 4-6 weeks after pre-order close date.

Pre-orders cannot be cancelled for any reason, so be sure that this is truly the item for you:) If for any reason the pre-order item is taken out of the shop, you will be notified and refunded.

What is Afterpay?

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal installments, made every 2 weeks, without any interest

How do I use Afterpay?

Just shop and checkout as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order -- it’s that easy

Are there any extra fees when I use Afterpay?

Afterpay is always zero interest. You pay nothing extra when you pay on time, according to your payment schedule. The only fees are late fees for missed payments.

Can I use afterpay if I'm an international customer?

Afterpay is only offered to our customers who have a US billing address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

When will my items be delivered if I use Installments by Afterpay?

Afterpay orders are delivered as per our standard shipping timeframe after you complete your order online.

What if I can't pay an afterpay Instalment?

If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Click here for complete terms.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the
Afterpay website www.afterpay.com

for a comprehensive list of FAQs, terms as well as Afterpay’s Privacy Policy
which can be found at https://www.afterpay.com/privacy-policy

If you have any questions about your Afterpay account,
please contact Afterpay directly via web form at https://help.afterpay.com/hc/en-us

Declined Orders

Afterpay is committed to supporting responsible spending and we do not approve all orders. If an order fails Afterpay’s order assessment criteria, the customer will be directed back to your website’s checkout page with a notification that the order has been declined. The customer can then attempt to complete the purchase using a different payment method

Can I move or change payment due dates for an order?

To request an adjusted payment schedule, contact Afterpay’s Customer Service team and the team will review your account to determine eligibility. Not all requests can be accommodated.

Phone Number: 855-289-6014

Standard hours: Monday through Saturday 5AM to 5PM (PST)