Last updated: August 13, 2026. Contact support@Optcla.com or +1 (707) 215-3921 for help.
30-day request window
Contact OPTCLA within 30 days after delivery if you need help with your order. We handle personalized and non-personalized items differently because engraved items are made specifically for one pet.
Personalized collars
Correctly made personalized collars cannot be returned or exchanged for a change of mind, an incorrect customer-provided engraving, or an incorrect size selected by the customer. Please check the live preview, spelling, phone number, and neck measurement before paying. Our plain-language issue guide explains how customer errors, our errors, damage and sizing concerns are handled.
Our engraving or fulfillment error
If we engrave different information from the submitted order, send the wrong size or color, or the item arrives damaged or defective, contact us within 7 days of delivery. Include your order number and clear photos. Approved claims receive a replacement at no cost or a refund when replacement is not practical.
Non-personalized items
Unused, non-personalized products may be returned by mail within 30 days of delivery after receiving return authorization. They must be clean, unworn, undamaged, and include original packaging. Approved U.S. and Canada returns include return instructions; we do not charge a restocking fee. Customers are responsible for return shipping on ordinary non-personalized returns. When an approved claim involves our engraving or fulfillment error, damage, or defect, OPTCLA covers the replacement or approved return cost.
Measurement concerns
Measure at the base of your dog's neck with room for two fingers. Final fit remains the buyer's responsibility unless the delivered collar differs materially from the ordered size range.
Refund timing
Approved refunds are issued to the original Stripe or PayPal payment method within 3-7 business days after approval or return inspection. Financial institutions may require additional posting time.