Shipping & Returns

📦 Shipping & Returns Policy

Shipping

All Rotten Co items are handmade in Ohio and ship within 5–7 business days via USPS, unless otherwise noted.

Once your order ships, you’ll receive tracking information via email.

Please note: shipping times may vary during launches, restocks, or vendor weeks — thank you for supporting a small, handmade business.

Returns & Refunds

Because our products are handmade (and often customized), we have a few guidelines to keep things fair for everyone.

❌ Custom Items

Custom items are not eligible for returns or refunds. This includes custom sizing, special requests, or made-to-order pieces.

đź“Ź Sizing & Customer Errors

If an issue occurs due to incorrect sizing or order details provided at checkout, return shipping will be the responsibility of the customer.

Totally happens — we just ask that sizing is double-checked before ordering.

🛠 Our Mistake? We’ve Got It.

If there’s an issue due to our error — such as:

- Incorrect size sent

- Wrong item shipped

- Missed or unclear communication on our end

We’ll take care of it, including return shipping or replacement when applicable.

Just reach out and we’ll make it right.

đź“© Need Help?

If something doesn’t seem right with your order, please contact us within 7 days of delivery so we can help as quickly as possible.

đź–¤ Lifetime Guarantee

We stand behind our craftsmanship.

Our dog collars come with a lifetime guarantee for the life of your dog.

What’s Covered

This guarantee covers:

- Hardware failure

- Stitching or construction issues

- Defects related to craftsmanship

If something fails due to how it was made, we’ll repair or replace it.

What’s Not Covered

The lifetime guarantee does not cover:

- Normal wear and tear

- Damage caused by chewing, rough play, or misuse

- Accidental damage

- Lost items

(Real life with dogs happens — we just can’t replace everything forever.)

How to Use the Guarantee

If you believe your item qualifies:

  1. Send us a message with photos of the issue

  2. Include your order number

  3. We’ll review and let you know next steps

Every claim is handled on a case-by-case basis, with fairness and honesty on both sides.

Final Note

Rotten Co was built for real dogs, real life, and real people. We’re always happy to help — just reach out if you have questions before or after ordering.