FAQs
Ordering and Customization
Are your collars and leashes made to order?
Yes. Every piece is made to order in Burlington, Ontario. We don’t keep pre-made inventory - each order is assembled specifically for you.
Can I customize my order?
Absolutely. You can choose your size and colour for any product. If you’re unsure, feel free to reach out before ordering. And if you know what you want, but we don't stock the colour, or perhaps the size you need, fill out our Custom Build Enquiry form and we'll determine if we can help you.
Sizing and Fit
How do I choose the right size?
Measure your dog’s neck where the collar will sit. You should be able to fit two fingers comfortably between the collar and your dog’s neck.
If your dog falls between sizes, either option can work depending on your preferred fit. Visit our Sizing Guide for more help.
What if I’m unsure about sizing?
Send us a message - we're happy to help you choose the right size before you order. And if the fit still isn't quite right when your collar arrives, our Perfect Fit Promise makes your first size exchange easy. You'll simply cover the return shipping, and we'll ship your replacement free of charge.
Product Care
What's the best way to clean and care for my Loop & Hound gear?
- Rinse with warm water and mild soap
- Air dry
- Avoid harsh chemicals
- Hardware may naturally develop minor cosmetic wear over time
Materials and Quality
What are your products made from?
Our gear is crafted from waterproof coated webbing and field-proven hardware for strength, durability, and everyday reliability.
Please inspect your gear regularly for wear and discontinue use if damage is present. No pet product is indestructible.
Are your collars and leashes waterproof?
Yes. They won’t absorb water, dirt, or odour, and can be easily cleaned after any walk.
Shipping and Processing
How long does it take to make my order?
Orders are typically made within 2-4 business days.
How long does shipping take?
Shipping within Canada typically takes 3-5 business days, depending on your location.
Do you offer free shipping?
Yes - free shipping is available on orders over $75. Standard shipping on all other orders is $9.95 across Canada.
Returns and Support
What if my collar doesn’t fit?
Our Perfect Fit Promise makes your first size exchange easy. You'll simply cover the return shipping, and we'll ship your replacement free of charge.
Can I return an item if I change my mind?
Yes. Standard Loop & Hound products can be returned within 30 days of delivery, provided they are clean, undamaged and in re-sellable condition. We’ll provide a prepaid return shipping label and deduct the cost of return shipping from your refund.
Can I return or exchange a custom item?
Custom-build and personalized products are not eligible for return or exchange unless they arrive damaged, defective or different from what was ordered.
What if there’s an issue with my order?
Please reach out to us at hello@loopandhound.ca. If your order arrives damaged or incorrect, we’ll work with you to make it right.
Can I return or exchange a custom item?
Because each piece is made to order, returns are limited. However, if there’s an issue, we’ll always work with you to find a solution.
Still have a question?
Reach out anytime:
hello@loopandhound.ca