Frequently Asked Questions

Orders & Custom Requests

Can you print or embroider a design on a different item that is not listed in the shop? YES, absolutely! If you are interested in having a design printed or embroidered on a different type of item, please contact us to ask. We can absolutely make it happen if the item you’d like is available among the options we have access to. There won't be any special fees—the price will simply be based solely on what it costs us to produce the item.

I’m interested in a different color or a specific apparel brand. Is that possible? Yes, it is! We actually have access to a variety of colors and even different clothing brands for certain items. We don't list all of them on the website to keep things clean, choosing to showcase the ones that are the most popular and loved. If you have a specific color or brand in mind, just shoot us a message and we'll see what we can do for you!

I don't see an option for my specific pet breed or type of animal. Can you make it? We are on a continuous journey to create more and more designs and options for all types of fellow animal friends! Please feel free to send us a message with a request for your specific breed or type of animal. We love hearing your suggestions and can prioritize your requested breed over the other designs on our upcoming illustration list. Once it’s designed and launched, we can even notify you by email if you'd like to check it out!

Will I be able to order in bulk with a special discount? Currently, we are unable to offer standard automated bulk discounts on the website. However, if you have a special event, a unique project, or specific large-order requirements, please contact us and we would be happy to discuss how we can help!

Shipping & Tracking

Where do you deliver to?

We currently accept direct website orders and ship to the USA, UK, Germany, Spain, and France. (Not in these countries? Don't worry! We ship worldwide through our official Etsy Shop). Please bear in mind that non-domestic deliveries might require additional transit time, and buyers are solely responsible for any import duties and customs taxes according to their local laws. ℹ️

Will you email me my delivery date once I place an order?

Because all of our products are custom-made-to-order just for you, we cannot guarantee an exact delivery date. However, once you place your order, you’ll be emailed a tracking code automatically as soon as it ships so you can easily follow its progress! Please note that you can expect occasional delays around international and local holidays, or due to adverse weather and other unforeseen carrier circumstances.

How long will it take for my products to arrive after I order?

Once your order is placed, our production partners require between 2 to 7 business days to craft and process your items. After your beautifully finished product is shipped, transit typically takes 7–15 business days depending on your location. For international deliveries (like the UK, Germany, Spain, and France), customs processing can sometimes take a bit longer, requiring about 4–6 weeks for arrival.

My tracking information isn't updating. What should I do?

Our decals and magnets are shipped via USPS, while our other items are shipped using various carriers by our partner teams to take advantage of the best speed and cost-effectiveness. Sometimes, a package just isn't scanned properly by the carrier at a checkpoint—which honestly happens much more often than you could imagine!

We are generally asked by carriers to give them another few days after the estimated arrival date (ETA) to let the package catch up. If you still haven't received your item after those extra few days, please let us know. We will do our absolute best to solve it and make sure you get your hands on your order!

Why did some items arrive before others even though I ordered them together?

 While we do everything possible to synchronize the delivery of your items, please bear in mind that we work with different specialized production partners for different products (like our hats versus our mugs!). Because of this, it might not always be possible to receive your entire shipment in one single package. We instruct our partners to ship each item the second it is ready so you don't have to wait!

What happens if I miss the delivery?

The courier companies we partner with will typically leave a card or digital notification with instructions on how to schedule another delivery date or pick up your package locally. If you miss 3 delivery attempts and the package is returned to us, you will need to cover the redelivery costs to have it sent out again.

What can I do if I never received my package but it’s showing as delivered?

 Unfortunately, carrier mix-ups happen sometimes! Please check with your neighbors or around your porches first, as it might have been tucked away or delivered to the wrong door by mistake. You can also contact the courier company directly using your tracking number. If you’ve had no luck with any of these, get in touch with us at support@bordercolliedup.com so we can see how we can help.

For more about Shipping & Delivery, please check Current Shipping Areas or our Shipping Policy.

Care, Returns & Exchanges

How do I care for my crafted hats and apparel?

We want your gear to last through every dog walk and muddy adventure! For our embroidered shirts and printed apparel, we highly recommend washing them inside-out on a cold, gentle cycle and hanging them to dry. This protects the threads and artwork so you can keep catching a glimpse of your pet's cute behind on your favorite sweatshirt for years to come! 😆

Can I return my order if I’m not satisfied?

Generally, we do not accept returns or exchanges unless the item is damaged or faulty, as these items are made-to-order, and often, donation becomes the only viable option for returned items😞 The exceptions to this rule are if you receive the wrong product, a physically damaged or faulty item, or if your package never arrives due to a confirmed carrier error. In any of these cases, please reach out to us! If something is genuinely wrong with your order, or if you are not happy with any of the items we offer, we will do our absolute best to solve it and make it right for you😊 

Couldn't find answers to your questions in mind? 
Please message us anytime. :)