We here at Ella's Lead stand by our products.
This is why we guarantee our products.
By ordering from us you agree to the following terms.
If, in the course of normal and reasonable wear, your collar breaks because a rivet or two pops, if the hardware breaks on a collar or leash breaks, if the rope on your leash breaks, we will replace it for free or repair it, at no charge to you, the customer. We ask for a picture to be emailed to us of the break or damage done to your Ella's Lead product.
We also ask that, when picking out your Ella's Lead product, that you choose your hardware wisely and know what your dog is capable of. If you have any questions or hestitations, please submit a feedback form to us.
While we will replace any product of ours that breaks, broken needs to be defined.
We WILL replace any of our products that break due to the following circumstances:
If a rivet on a collar or piece of hardware breaks or fails. If a concho falls off we will replace it.
If the leather rips, we will replace it.
If your leash snap breaks or fails, we'll replace your leash. If ANY of the hardware fails, we'll replace it. If the rope snaps, we'll replace it. We do expect photos of broken items.
In any circumstance, repair or replacement is limited to normal and reasonable use. Tie-outs are not normal and reasonable for our products. Neither is a dog scratching and popping spots out continuously, rubbing on a surface and popping spots out, and/or rough play.
We'll replace popped out spots, but if the same spots keep repeatedly falling out or being popped out because it is evident a dog is scratching a specific area (we see scratch marks on the collar when it is returned for repair), then our suggestion to you is you only allow your dog supervised wear of the collar for special events. Sometimes decorated collars do not work for some active, scratchy dogs. Those collars are then best saved for supervised situations, and we cannot be continually responsible for those spots popping out. We suggest, instead, one of our plain double or single leather collars, for everyday wear for those dogs.
We cannot, unfortunately, cover any of the following mishaps/breaks in the following situations:
Breaks due to misuse of products. Breaks due to issues unrelated to animal use. Dogs chewing on collars or leads. Extreme abuse of products (allowing a dog to run through water, tying a dog out on a leash and/or collar of ours and allowing the dog to consistently torque the end of a leash or collar due to being tied-out on these products). While our products are extremely strong, we do not intentionally make our collars to what we believe are tie-out requirements/standards. There are other makers for those types of products. Here at Ella's Lead we believe in providing strong and attractive collars and leads that will handle well for a walk, jog, and romp through a park. Our products are for normal everday use (not including tie-out, and within REASON as), and if taken care of, will last your dog's life time. IF you notice your dog keeps popping out spots on their collars during everyday wear, either due to rough play, scratching, rubbing on a surface, etc., you may want to consider only allowing them to wear those collars for supervised activities (such as walks, vet visits, therapy sessions, etc.) We securely set the spots on our collars, they won't just continuously pop out on their own.
As we have always had on our site, this still stands:
Each consumer is responsible for determining the suitability of these products for their individual situation. Consumer accepts all responsibility by purchasing and using these products.
Also: Certain decorative components for our collars are of limited availability. We reserve the right to determine when those are no longer available. We will do our best to substitute, but some things are out of our control.
We will fix broken parts of our collars, but if the collar is not bought directly from us, there will be a fee based on the repair required, and there will be a shipping fee to ship back to you. You MUST insure all returns to us, as we are NOT responsible for replacing items lost in the mail.
IF YOU DO NOT INCLUDE A PIECE OF PAPER, INSIDE THE RETURNED PACKAGE, WITH YOUR NAME, RETURN ADDRESS AND NAME, AND EMAIL, THEN YOUR ITEM WILL NOT GET FIXED, OR YOU MIGHT NOT GET IT BACK. THIS GOES FOR BOTH COLLARS YOU HAVE DIRECTLY BOUGHT FROM US, AND USED COLLARS. DO NOT JUST RETURN COLLARS TO US WITHOUT CONTACTING US.
WE WORK WITH A LOT OF CUSTOMERS. PLEASE LET US KNOW WHO YOU ARE AND WHAT YOU ARE RETURNING WITH AN ADDRESS, INSIDE THE PACKAGE, OF WHERE TO SEND IT BACK.
Also: We will not be swapping out crystals or other decor on collars you have bought used from another customer who is selling their EL collar, at this time.
We also CANNOT replace custom items due to incorrect ordering and/or customer error (measuring wrong, ordering wrong item, etc.). We also cannot take returns, nor replace, on items because customer is not happy with how a product looks that they've custom ordered (example: I don't much care for how this burgundy leather looks in person). We take pride in the photos we take of our products, and we try our hardest to show photos that show our products true-to-type and color. Please contact us if you are unsure about something you'd like to order. We will be more than happy to help you order the product best suited to your needs.
For leashes: We cannot take back leashes because a customer ordered a snap they feel is too big or heavy. If you are unsure about our snaps, and the weight of them, please contact us first. Our leashes are heavy duty leashes. Most of our rope leashes are made with thick clamps. But, to help give you an idea: A regular 5' lead, unless it is made with a bull snap (and usually even then), should not weigh more than 1 lb. in total weight. To read about our leash hardware, click here. We try to be accommodating when possible on replacing leash snaps that customers are unhappy with. But we cannot simply switch out snaps. We have to remove the clamp which can ONLY be done by cutting it off the rope. This means you will lose length to your leash.
Again, if there is hardware failure, or something breaks through normal use, we will replace the leash to the best of our ability.
IN ANY AND ALL INSTANCES, Ella's Lead and its owners are not liable for anything beyond replacement of the product (cost or actual replacement). By ordering from us, you recognize and comply with these terms.
SHIPPING: We are not responsible for lost/stolen or delayed packages. We will do our best to rectify situations as they arise. We are not responsible for custom's duties on foreign orders. We mark every international label honestly and accurately and are not responsible for custom issues. Please contact your local custom or border officials for advice if unsure. WE WILL NOT MARK SHIPMENTS UNDERVALUED OR AS GIFT. DON'T ASK.
That is our product guarantee and promise. We reserve the right to make amendments to these terms at any time.
If you have any comment, questions, or concerns about any of products, please feel free to conctact us at: orders@ellaslead.com
***Caring for your leashes*** PLEASE READ!
Ben highly recommends only hand washing your rope leashes. Some manufacturers advise that light maching washing is alright. However, given the varied nature of washing machines, it is safer to hand wash with dish soap in a kitchen sink. Air dry your rope leashes.
***Caring for your collars*** PLEASE READ!
Do NOT machine wash any of your Ella's Lead collars. If your collar gets dirty, please allow to dry (if muddy) and then gently wipe with a dry cloth. Recondition the leather after drying, to perserve it and prevent cracking.
***Ella's Lead Collar Anatomy: Read about the safety feature on our cat collars and that vs. the difference in our Small But Mighty Collars.***
Also, read about our Leather Care and instructions.
For any returns, please read:
Please contact us if you are dissatisfied with your purchase. We do NOT accept collars that are just returned without an email prior to return. Our collars are made, by hand, custom for your dog, with your specifications. Our collars are NOT generically made in bulk. Our email address is orders@ellaslead.com. We also require a note inside the with the returned item with a reason for return with the following information: Reason for return and your name and return shipping address. This also applies to collars sent back for repairs.
IF YOU DO NOT INCLUDE A PIECE OF PAPER, INSIDE THE RETURNED PACKAGE, WITH YOUR NAME, RETURN ADDRESS AND NAME, AND EMAIL, THEN YOUR ITEM WILL NOT GET FIXED, OR YOU MIGHT NOT GET IT BACK.
WE WORK WITH A LOT OF CUSTOMERS. PLEASE LET US KNOW WHO YOU ARE AND WHAT YOU ARE RETURNING WITH AN ADDRESS, INSIDE THE PACKAGE, OF WHERE TO SEND IT BACK.
For canceling orders: You have 4 days from the time you order to cancel your order, if need be. After that, we are unable to cancel any placed orders.
Order changes: Please, please, PLEASE contact us with ANY questions before ordering. We will not be changing orders after the fact. We are not accepting leather color changes, crystal, rhinestones, or other decor changes after an order has been placed. This adds to too much confusion, and we run the risk of not getting your order correct. So, to avoid this, please carefully plan your order before placing it, or contact us before placing the order at: orders@ellaslead.com. Thanks!
You can earn rewards points. 25 points can be converted to $1 dollar in savings on a future order. Please look in your account to see how much you have. Rewards points are set to expire after 1000 days. Canadians' points do not expire unless your account is inactive for 1 year or more. If it shows they are expired and they shouldn't be, please contact us to investigate and make it right. Rewards points are not allowed to be used on custom orders where we have to make a private order page for you and/or order crystals for you that are not on our crystal list. Also, points are not earned on purchases of Gift Certificates or with the use of a sale code and/or items on sale. We reserve the right to change the terms and/or terminate this program.
There seems to be a new craze over super thick dog tags.
Be careful with these, especially the brass. Brass is a heavy metal, and if your dog is wearing a tag, and it shakes for whatever reason, and that tag hits a crystal or glass opal effect cabochon, it WILL break it.
We are not responsible for replacing decor broken due to thick and heavy tags.
