Email: woof@stitchesnbones.com

A Stitches & Bones team member will respond within 24-72 business hours, excluding weekends and holidays

Ready to ship/premade/retail orders ship within 7 business days, which excludes weekends and holidays. This is subject to change depending on demand.
Custom preorders ship within 16-18 business days of placing an order, excluding holidays. Most MTO custom items are shipped within 7-10 business days. This is subject to change depending on demand.

READY TO SHIP/PREMADE/RETAIL

Ready to ship, premade and retail orders may be replaced, repaired or refunded within 30 days of receiving the customer receiving the order, if the item itself is defective due to an error made by Stitches & Bones. Defects affect the function of the item itself and may be, but not limited to, broken buckles, broken/defective rivets/screws, items fall apart, etc. Customers will need to email woof@stitchesnbones.com with a description of the defect and photos. Approvals of replacements, repairs or refunds are not guaranteed and are approved on a case by case basis. Replacements, repairs or returns will not be honored after 30 days of customers receiving the item. If the customer improperly used the product causing cosmetic or functional issues, that does not grant cause for replacements, repairs or refunds. If a refund is requested, a 5% restocking fee plus shipping will be withheld

CUSTOM ORDERS

Custom items may be replaced, repaired or refunded within 30 days of receiving your order, if the item itself is defective due to an error made by Stitches & Bones. Defects affect the function of the item itself and may be, but not limited to, broken buckles, broken/defective rivets/screws, items fall apart, etc. Customers will need to email woof@stitchesnbones.com with a description of the defect and photos. Approvals of replacements, repairs or refunds are not guaranteed and approved on a case by case basis. Replacements, repairs or returns will not be honored after 30 days of customers receiving the item. If the customer improperly used the product causing cosmetic or functional issues, that does not grant cause for replacements, repairs or returns. If a customer requests a refund in lieu of replacements/repairs for a custom item, a 15% restocking fee plus shipping will be withheld. 

PREORDERS

Preordered items may be repaired within 30 days of receiving your order, if the item itself is defective due to an error made by Stitches & Bones. Defects affect the function of the item itself and may be, but not limited to, broken buckles, broken/defective rivets/screws, items fall apart, etc. Customers will need to email woof@stitchesnbones.com with a description of the defect and photos. Approvals of repairs are not guaranteed and approved on a case by case basis. Repairs will not be honored after 30 days of customers receiving the item. If the customer improperly used the product causing cosmetic or functional issues, that does not grant cause for repairs.  A refund request for a preordered item will not be honored unless Stitches & Bones is past stated turnaround times listed in the product description or Terms of Service. If a refund is requested and approved for preordered items, a 15% restocking fee plus shipping will be withheld. 

While Stitches & Bones reinforces all stitching and inspects hardware, all products are meant to be fashionable and safety cannot be guaranteed. Stitches & Bones and all affiliates are not liable for any damages, injuries or accidents.. It is the responsibility of the purchaser to know what is best for them and their pets, and to inspect all items upon receiving them. Inspect products regularly for any signs of wear and tear. Replace items when appropriate. Always practice caution and never leave your pets unattended while using Stitches & Bones products.
BY PURCHASING ANY ITEMS, YOU AGREE TO RELEASE STITCHES & BONES FROM ANY LIABILITY.