Shop Policies

Dogwood Gearworks Policies

Refunds

Due to the custom and handmade nature of our products, all sales are final

Dogwood Gearworks does not offer refunds or cancellations once an order has been placed. Exceptions may be made at the sole discretion of the shop owner.

Customers are responsible for providing accurate measurements. Dogwood Gearworks is not responsible for issues resulting from incorrect measurements

Exchanges

Exchanges are accepted on a case-by-case basis and must be initiated within seven (7) days of receiving the item.
The buyer must return the item within this timeframe and provide valid tracking information.
If the replacement item is of greater value, the buyer may pay the difference; if of lesser value, store credit will be issued for the balance.
Dogwood Gearworks will cover the cost of shipping the replacement item back to the customer.

Verification

Customers are encouraged to send a photo of their received product within 48 hours of delivery.
If no verification photo is provided, Dogwood Gearworks will use the carrier’s confirmed delivery date to determine eligibility for any time-sensitive policies or claims.

Repairs

If an item arrives damaged or later develops an issue due to a proven workmanship error, Dogwood Gearworks may offer a complimentary repair at our discretion.
Customers are responsible for shipping costs to and from the shop; however, materials for verified repairs will be covered by Dogwood Gearworks.
To be eligible for review, please contact us within 24 hours of receiving the item and provide clear photos of the damage.

Mobility & Safety Disclaimer

Mobility and support gear may not be suitable for every dog.
It is the customer’s responsibility to have any mobility or weight-bearing gear evaluated by a licensed orthopedic veterinarian before use.
Dogwood Gearworks cannot guarantee universal safety or fit. Proper fitting, training, and safe use remain the responsibility of the handler.

Dogwood Gearworks assumes no liability for injury, accidents, or damage resulting from the use or misuse of our products, including but not limited to improper fit, application, or handling

Any items purchased with the intention of mobility use are not designed as medical equipment and should not replace prescribed mobility aids.

Dogwood Gearworks does not evaluate or guarantee suitability for mobility work

All mobility and working dog gear carries inherent risks, even when properly fitted and used.

Quotes

All quotes issued by Dogwood Gearworks are valid for seven (7) calendar days from the date of issue unless otherwise stated.
Quotes are not binding until both parties have agreed to all details and full or partial payment has been received.
Once accepted and payment is submitted, the agreement becomes binding, and production will begin in accordance with our stated turnaround times.

Payment

Payment is due in full at the time of purchase, unless otherwise agreed in writing by Dogwood Gearworks.
We accept payments through our official website or approved invoicing platforms.
Custom and commissioned orders will not begin production until payment has been received and confirmed.
By completing payment, the customer acknowledges and agrees to all shop policies.

Delivery Time

All products are handmade to order.
The standard estimated production time is 2–6 weeks, excluding shipping.
This timeframe is an estimate, not a guarantee, and may vary due to material availability, order volume, or unforeseen circumstances.
Customers will be notified if significant delays occur.

Transport & Shipping

All orders ship with tracking and insurance. Shipping costs are calculated at checkout and are the customer’s responsibility, unless otherwise stated.

Once a package has been transferred to the carrier, Dogwood Gearworks is not responsible for carrier delays. In the event of loss or damage, we will assist customers in initiating a claim with the carrier.

Warranty

Dogwood Gearworks offers a limited 30-day workmanship warranty covering defects in materials or construction.
This warranty does not cover normal wear and tear, misuse, unauthorized alterations, or damage from improper care.
If you believe your item qualifies for warranty repair, please contact us within the warranty period with photos and a brief description of the issue.
Eligibility for repair or replacement will be determined by Dogwood Gearworks on a case-by-case basis.

Liability

The use of any Dogwood Gearworks product is at the customer’s own risk.

Dogwood Gearworks and its owners are not responsible for any injury, loss, or damage arising from the use or misuse of our products, including but not limited to improper fit, application, handling, or use.

While every product is crafted with care, each dog and handler team is unique, and ensuring proper fit and use is the customer’s responsibility.

Dogwood Gearworks products are not medical or therapeutic devices and are not intended to diagnose, treat, prevent, or manage any medical condition.

Due to the handmade nature of our products, minor variations may occur and do not constitute defects.

By using our products, the customer acknowledges and accepts all associated risks

Right to Refuse Service

Dogwood Gearworks reserves the right to refuse service or cancel orders at any time for any reason, including inappropriate or disrespectful behavior toward the shop or its owners.
If an order is canceled by Dogwood Gearworks, a refund will be issued minus a 10% restock fee.
Dogwood Gearworks also reserves the right to sell or repurpose any items already in production at the time of cancellation.

Chargebacks

Initiating a chargeback without first contacting Dogwood Gearworks to resolve the issue may result in permanent refusal of future service.

Gear Flipping & Resale

Dogwood Gearworks supports the ethical resale of our products when they are no longer needed. We do not endorse or support the resale of our products at significantly inflated prices.

Customers found engaging in unethical resale practices may be permanently banned from future purchases.

Shop Credit

Shop credit is capped at $100 USD and cannot be used on sale items.
Credit expires six (6) months after issue; unused credits are transferred to our Gear Donation Fund.
Shop credit cannot be used in December. If your expiration date falls during December, your credit will remain valid for one additional month.