OPTCLA
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Know before you personalize

A clear answer for every order issue.

What we correct, what personalization makes final, and how to request help without guesswork.

Close view of a personalized dog collar and engraved metal nameplate

Contact OPTCLA within 30 days after delivery for order support. Report our engraving or fulfillment error, damage or defect within 7 days of delivery and include the order number plus clear photos.

The quick decision guide

What happenedHow it is handled
Finished engraving differs from the submitted orderApproved claim: replacement at no cost, or refund when replacement is not practical
Wrong size or color sent by OPTCLAApproved claim: replacement at no cost, or refund when replacement is not practical
Item arrives damaged or defectiveContact us within 7 days with photos for review
Customer entered the wrong name or phone numberNot returnable when made exactly as submitted
Customer selected the wrong size or changed their mindCorrectly made personalized items are not returnable or exchangeable

If the engraving is different from your order

Compare the finished plate with the pet name and phone number shown on the order receipt. If they differ, photograph the complete collar, the plate close-up and the packaging. Contact support within 7 days of delivery. Do not discard the item while the claim is being reviewed.

If the submitted engraving was incorrect

Production follows the details confirmed before payment. A collar made exactly with a customer-entered spelling or phone-number error cannot be returned because the finished plate is specific to that order. Contact support immediately after ordering; a correction may be possible before engraving begins, but it is not guaranteed.

If the size does not fit

First compare the collar with the size shown on the receipt. If the delivered size differs from the ordered size range, contact support. If the ordered size was delivered correctly but the neck measurement or size selection was wrong, the personalized collar is not exchangeable. Use the fit guide and measure before payment.

If the item arrives damaged or defective

Contact support within 7 days of delivery with clear photos of the issue, the whole product and the shipping packaging. We review whether replacement or refund is appropriate under the returns policy.

How to request help

  1. Include the order number and checkout email.
  2. Describe the issue in one clear sentence.
  3. Attach readable photos of the collar, plate and any damage.
  4. Keep the item and packaging until support confirms the next step.

Send the request to support@Optcla.com or call +1 (707) 215-3921.

Prevent errors before payment

Use the engraving checklist, verify the current neck measurement and review the color, size, pet name and phone number in the order summary. For timing, see the production and shipping guide.

Review and personalize

Frequently asked questions

Is every personalized collar non-returnable?
Correctly made personalized collars are not returnable for preference, customer-entered engraving errors or customer sizing mistakes. Our error, damage, defect or incorrect fulfillment remains eligible for review.

Do I need photos?
Yes. Clear photos help confirm engraving, size, color, damage or defect concerns.

How is an approved refund sent?
Approved refunds are issued to the original Stripe or PayPal payment method.

Can support stop production?
Contact support immediately, but changes or cancellation cannot be guaranteed after engraving begins.