Dogwood Gearworks Policies

Refunds

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.

 

 

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 misuse, improper fit, or failure to follow safety guidelines.

 

 

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.
Dogwood Gearworks is not responsible for delays, loss, or damage once a package has been handed over to the carrier.
If a shipment is lost or damaged, customers must file a claim directly with the carrier.
We are happy to offer guidance on this process but cannot file claims on behalf of customers.

 

 

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 injury, loss, or damage caused by misuse, improper fit, lack of supervision, or failure to follow care and safety instructions.
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.

 

 

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

By completing a purchase, the customer agrees not to initiate chargebacks or payment disputes for orders that have been shipped or received.
If an issue arises, please contact Dogwood Gearworks directly — we will work with you to find a fair resolution through repair, replacement, or exchange.

 

 

Gear Flipping & Resale

Dogwood Gearworks supports the ethical resale of our products when they are no longer needed.
However, resale above the original purchase price is strictly prohibited.
Customers wishing to resell gear for more than 80% of the original value must first contact Dogwood Gearworks for written consent, which must accompany the resold item.
Those found inflating resale prices or profiting unethically will 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.

 

 

Communication

For all order-related inquiries, please contact us via official channels:
📧 dogwoodgearworks@gmail.com
📱 @dogwoodgearworks on all social platforms

Customers agree to communicate directly with Dogwood Gearworks regarding any issues or requests through these official methods.