Frequently Asked Questions
When you place an order, you have 12 hours to contact us at firstname.lastname@example.org and request a cancellation or modification.
After 12 hours, we’ve already started working on your order and it is too late to cancel it or modify it. This helps us be more efficient and produce less waste with our products.
To cancel an order, please provide all the details concerning the items you want to cancel as well as your order number.
To modify an order, please include all the details of your order: order number, style, size and color then specify the item you would like to change it for in your email and we’ll do our best to help you!
Since all orders are made to order, most orders take approximately 2-6 business days to be fulfilled & shipped out. Some products take a little longer. I post my current processing time for each product on the product description page.
First, double check your spam folder and other email accounts. Can’t find it? No panic, just contact us at email@example.com we will help you!
All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees charged for your order do not include customs fees. If you’re unsure of your country’s laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order.
SeaFlower Co doesn't carry an inventory. All products are custom made to order - one item at a time - after an order is placed. Not having to maintain an inventory is the only way my small business is able to be sustainable. For this reason, I don't accept returns, but please reach out to me within 14 days of receiving your order if there is an issue. Customer is responsible for all shipping charges.
In the event that you need to exchange for a different size (no exchanges on customized products), there will be a 30% restocking fee for the cost of the products purchased. Items must be unused and in the same condition that you received them to be eligible for an exchange. Customer will be responsible for all shipping charges to and from its destination. If you have any question/concerns about sizing, please reach out to me at firstname.lastname@example.org
Once you order is fulfilled, a tracking number will be provided to you via email. However it will only work after the item has left our supplier's home country. This could take up to 24-48hrs.
If you have any more questions, please do not hesitate to contact us at email@example.com
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, we would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.
In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
The shipping time will depend on your exact location. All our products are made to order. Once your order has been fulfilled it usually takes an estimated 2-10 business days for standard shipping to the US and an estimated 15-40 business days for others countries. However, once the product leaves our shop, it is out of our hands. We have no control of it once it is dropped off to postal service. You can follow the tracking of your shipment, once it has shipped. We are not responsible for any delayed orders once the order has shipped.
Our gear is meant for those dirty dogs, which means it is super easy to clean! But just like anything you own, the better you care for it, the longer it will last.
For our Rugged Series Gear we recommend soaking in warm water. For tougher stains, grab an old toothbrush with some soap (Dawn works great) and scrub away! If there are any stains, treat the area with Shout and scrub through it again with soap. After that your collar/leash should be as good as new.
Our BioThane gear is a piece of cake to clean. Just rinse with water and, BOOM, it's as good as new. BioThane is amazing and is extremely easy to clean in just a few minutes.
Please let us know if you'd like to carry SeaFlower Co products in your shop. Contact me at firstname.lastname@example.org with a timeframe you are wanting to get your order within, which collection(s) you are wanting to wholesale, and a desired quantity.