**Q: Can I return a custom collar if my dog doesn't like it?**
A: As each item is made to your specs after purchase, we cannot accept returns for "change of mind". However:
- We provide **sizing templates** to prevent fit issues
- Offer **free adjustments** within 14 days
- If truly unused, get 50% store credit
When do you ship your products?
Product Craft & Sizing
How "handmade" are your products?
Every piece is cut-stitched-finished by one artisan in our studio. Watch your collar's journey [here](#). We reject factory mass production to ensure Heart-Locked quality.
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When do you ship your products?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Shipping & Delivery
When do you ship your products?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Where do you ship from? How long to the US/EU?
- Ships from Guangzhou, China via DHL Express (trackable)
- Delivery: 5-8 days to US/EU → Faster than most local brands!
- Real-time updates: Track via [Shop App](#) with photo proof
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Returns & Care
Can I return a custom collar if my dog doesn't like it?
As each item is made to your specs after purchase, we cannot accept returns for "change of mind". However:
- We provide **sizing templates** to prevent fit issues
- Offer **free adjustments** within 14 days
- If truly unused, get 50% store credit
How to clean vegetable-tanned leather collars?
- Monthly: Wipe with damp cloth + air dry
- Yearly: Apply beeswax (we send free kit with first order)
🎥 Demo: [Leather Care Masterclass](#)
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Order Support
Can I rush order for a gift?
Yes! Select "Express Craft" at checkout:
- Handmade in 48hrs (normally 5 days)
- Add gift note + ribbon ($3)
*Note: Order by 2pm EST for same-day start*
How to contact for urgent issues?
- Chat: Click 🐾 icon (24/7 bot → human in 2min)
- Email: help@mochaipaws.com (reply <4hrs)
- Emergency (lost package): Text +1 (555) MOCHAI
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
