Frequently Asked Questions

About Us

Who Are Fawn & Moose?

Fawn & Moose are the nicknames of our two “Brand Bosses”.

They are really called Paisley (Fawn) + Ditto (Moose) best friends since they were just puppies and one of our biggest inspirations for Fawn & Moose Collar Co.

Who actually makes the collars? A factory in China?

Nope. We do. One at a time, by hand from your measurements and specs. They really ARE custom handcrafted collars.

We’re Brent and Caroline. A husband and wife team who are both graphic designers. We love dogs and we’ve always wanted to start a business together! Fawn & Mosse Collar Co is for us, the realization of a dream to have our own business and focus more time on each other and the dogs we love!

Where Are You Located?

Fawn & Moose is proud to be based in Langley City, BC. We’re in an older part of town with dog walks everywhere around us. — Be sure to say “hello” if we meet out there on the trails ok?

Wanna’ write to us? Our mailing address is:

Fawn & Moose Collar Co.
#25 20307 53 Avenue, Langley City, British Columbia, Canada V3A 6S8

 

About Our Collars

They Look Nice. But Are They Actually Strong?

Contrary to what they may look like, these are not jewellery. Our collars are built on stainless steel aircraft cable with a breaking point of over 350lbs. Even the strongest leash-pullers won’t break our collars. Yes, they are beautiful but also functional — they’re the last collar you’ll ever need.

* Our 7×7 1.5mm stainless steel aircraft cable base has an MBL of 161kg or 355 lbs. (from Techni.uk)  https://bit.ly/3llxy7e

How Should I Care For My Collar? Chuck it in the wash with our clothes? Leave it in the rain?

It’s so easy to care for your Fawn & Moose Collar.

Wood beads should not be subjected to repeated or prolonged exposure to water as eventually, wood will fade and water speeds up that process.

For acrylic and pearl beads, fresh water is not an issue.

If your dog thinks it’s an otter and loves the ocean as much as ours do, please ensure that you give your entire collar a few drops of mild dish soap, rinse off with clean fresh water and hang to dry.

No stink. No rot. No fading. Your collar has been designed to give you years of service.

A note about topical flea and tick medications: if you use a topical flea and tick treatment that goes on your pet’s ruff at the back of their neck, please allow a few hours before wearing the collar as certain meds will eat at the acrylic of the beads, especially the pearls and metallics and may leave a mark.

How Do I Measure My Dog For A Collar?

A great collar starts with the right fit!

That’s especially true with our custom-made beaded collars. The right fit ensures your pet is never choked, never uncomfortable, and your collar stays on if your dog decides he’d rather go collarless.

We make every collar to fit and with that in mind, it’s important that you take proper measurement seriously.

We recommend you measure TWICE.

Once at the widest part of your dog’s head (typically, this will be under their chin and over their ears) then measure at their neck. Again, measure at the widest part. We strongly suggest you use a cloth measuring tape like a tailor uses and not a metal construction-style tape measure.

Usually, a dog’s head will be wider than its neck, but not always. Please choose the widest of the 2 measurements as your dog’s size. Then get shopping! — After all, you’re here for a collar, aren’t you!?

These collars look like they'd be heavy. Are they?

Nope. Fawn & Moose Collars are deceptively light. They can be worn all day without worry about neck or head stress on your pet.

About Martingales

My dog is a big puller — won't a Martingale collar just choke him?

Martingale collars are specifically designed not to be cruel.

Unlike traditional choke chains, a martingale limits the amount the collar can close when your dog is pulling so that it will never cause them harm – it’s a correction for when the dog is pulling on a leash or distracted.

Think of it as telling your dog, “Hey, pay attention!”

The tightening around the neck when they start to pull on the leash and the jangle of the chain is a clear signal to change behaviour.

I don't really like Martingales do you offer other collar types?

We do.

Some cats and small dogs prefer the slip-on O-ring style of collar. It’s equally as strong as the martingales but doesn’t offer the pet correction when walking on a leash.

Additionally, we’re working with a partner to create collars with biothane (vegan leather) adapters and should have adjustable collars available soon!

Contact us for available colours and material specifications.

CUSTOM ORDERS

My dog is gigantic with a 26 inch neck! Can you make a collar THAT big!?

Absolutely.

We don’t always have extra small and extra extra large in stock but can make your collar any size at all from a pet baby goose to a Cane Corso — and beyond!

I'd Like To Design My Own Collar. Do You Do Custom Work?

Great question!

We absolutely do custom work. In fact, we love to work with new pack members to design the best collar for their pets. We take into account age, breed, activity level and personality when suggesting designs to complement your best friend.

You can get started right away with our Custom Collar Kit! Download yours, then design anything you like with our order form and swatch book combo!

Can You Make collars in our team colours?

Absolutely.

Our site has a ton of team collars already but if you play for a local sports team with dog spectators, we would love to custom design your team’s mascot collars.

You can get started right away with our Custom Collar Kit! Download yours, then design anything you like with our order form and swatch book combo!

What About Corporate Colours?

Yes! We can match your corporate brand colours.

If we don’t have the beads in stock, we will do our best to source them and make your corporate team’s pet look great!

You can get started right away with our Custom Collar Kit! Download yours, then design anything you like with our order form and swatch book combo!

And Other
Fawn & Moose Stuff

Do You Make Leashes?

At this time, we do not carry stock of leashes but we are working on expanding our product offerings to include high-quality adventure-ready leashes and other outdoor gear for pets AND the people who love them. Stay tuned.

By subscribing to our email list to find out about our new stuff FIRST! You’ll also save 10% on your first order!

I've got a new puppy. Do you make adjustable collars for puppies?

Not yet. But we are working on expanding our product offerings to include a line of adjustable design collars. — Please subscribe to our email list to find out about our new stuff FIRST! You’ll also save 10% on your first order!

Shipping & Returns

How long will it take for my collar to arrive?

We try to be as responsive as possible, but it may take two to three weeks to receive your collar, depending on how many orders we have and where you live. — Please be patient.

I'm in Europe. Do you ship internationally?

Yes. We have pack members all over the world.

If you’re outside of North America, please contact us and we can get you an accurate shipping price.

Returnable & Non-Returnable Items

CUSTOM COLLARS:
Our collars are custom-made for each pet and therefore cannot be returned.

PREMADE COLLARS:
If you purchased an ‘off the rack’ (premade) collar at one of our market days or from one of our retail displays, you can return your order for a refund within 30 days of your purchase date. Please note, that you are responsible for return shipping.

OTHER ITEMS:
Fireflies, Flanlz, Tooqs and clothing are returnable within 30 days of purchase.

Items must be clean, unused, unwashed and in their original packaging in order to be returned. For sanitary reasons, we cannot accept returns on our Boojee Bar shampoo bars. Please note, that you are responsible for return shipping.

SALE ITEMS:
Sale-priced items are final sales and cannot be returned.

GIFT CARDS:
Unfortunately, we cannot offer returns on Fawn & Moose Gift Cards.

Collar Warranty Claims

We warranty against defects in manufacturing… meaning if the cable breaks or frays, we’ll replace it. And if either the martingale or the beads break, we’ll replace it.

Minor scratches, scuffs and scratches are considered normal wear and tear and are not covered under our warranty. Our collars are strong — not invincible.

Please begin by emailing us at woof@fawnandmoose.com with pictures of the defect.

If your claim is initially accepted, you’ll need to return the item to us for inspection. If your return is accepted, we will gladly replace the item for you right away.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days.

Return Shipping

To return your product, you should mail your product to:

Fawn & Moose Collar Co
#25 20307 53 Avenue
Langley, BC, Canada
V3A 6S8

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

NEED HELP?
Contact us at woof@fawnandmoose.com for questions related to refunds and returns.