Frequently Asked Questions
🐾 How does customization work?
It's simple: when you place your order, you provide your dog's name and a phone number (optional but recommended). Our artisans then precisely engrave this information onto the brass tag of the collar. Please double-check the spelling before confirming — each collar is unique and custom-made.
📏 How do I choose the right size?
Measure your dog's neck circumference with a soft tape measure, where the collar will usually rest. Leave a 2-finger gap between the collar and the neck for your companion's comfort. Consult our size guide on the product page to find the exact match (XS to XL).
⏱️ What are the delivery times?
- Custom manufacturing: 3 to 5 business days
- Delivery to Canada: 10 to 20 business days
- Delivery to the United States: 15 to 25 business days
A tracking number will be sent to you upon shipment.
🔄 Can I return or exchange my collar?
Since each collar is custom-engraved with your companion's name, we cannot accept returns for refunds on personalized items. In the event of a manufacturing defect or an engraving error on our part, we will send you a new collar free of charge.
💳 Is payment secure?
Absolutely. Our shop uses the Shopify Payments system, which is encrypted and PCI-DSS compliant. You can pay with confidence by credit card, PayPal, Shop Pay, or Apple Pay.
✏️ Can I modify my order after placing it?
Orders are transmitted to our workshop very quickly (often within 2 hours). Contact us immediately at contact@pitouly.com if you wish to modify the name or phone number. After this time, no modifications will be possible.
🌱 What materials is the collar made from?
The Pitouly collar is crafted from soft, padded PU leather for your dog's comfort, with a brass alloy buckle and tag for an elegant and durable finish. The product is lightweight, adjustable, and designed to last.
🌍 Do you deliver outside of Canada?
Yes, we primarily deliver to Canada and the United States. Delivery times and fees are automatically calculated at checkout based on your address.
📦 Where is my package?
As soon as your order is shipped, you will receive an email with a tracking number. You can track your package in real-time via the provided link. If you haven't received the email within 10 business days, please check your spam folder or contact us.