Genuine Dog Gear Product Guarantee
Sylvan & Sons/Genuine Dog Gear products are unconditionally guaranteed for defects in workmanship and materials. If you have a product you believe to be defective and you purchased the product directly from Sylvan & Sons, please contact us via the form on the contact us page.
If we ask you to return the toy to us, include your name, address and phone number and reason for return in case we have any questions. We may fix or replace defective products at our discretion or refund the price of purchase (refund option available ONLY if item is returned within 30 days of the date of purchase). Sylvan & Sons will be the sole and final decision maker regarding products that have been returned with either chew damage or production defects.
Genuine Dog Gear products are not guaranteed for chew damage. All our products are designed with your dog’s safety as our #1 priority. Nothing is more important to us. Safety was our original mission and still is our steadfast rule.
All our products must be safe to use with high drive, full speed ahead, hyper-excited dogs. Our goal is to produce products that a dog can grab while running at full speed with full force, without damage to the dog’s teeth. This demands that our products yield to the teeth. If the choice must be made between durability and safety, we choose safety.
Even with this high degree of safety in mind, we believe our products are the most durable available on the market. But our high safety standards aren’t compatible with materials designed to resist chew damage, therefore we don’t guarantee any of our products for chewing damage.
We try very hard not to get between our customer (the vendor) and their customer (you). If you have a product that you purchased from an independent retailer and you believe the product is defective, return that product to the place of purchase. Please give your supplier the opportunity to help you. If you have contacted that vendor and the outcome was not satisfactory, please let us know the name of the vendor, the product in question and the date the product was purchased. We’ll contact the vendor and follow up on the situation.
Where do I find my tracking number? Your tracking number will on the emailed copy of your sales receipt. And you will receive an emailed copy of the tracking number from our shipping software as well. If your order hasn’t arrived within an appropriate amount of time, please track your package or contact us to do that for you.How do ‘Free Shipping’ orders get sent? The free shipping packages usually get USPS First Class mail service.Can I use a P.O. BOX Address? Yes, unless you choose to upgrade to United Parcel Service delivery. UPS Will not deliver to post office boxes, so we must have a street address for UPS delivery if you choose this option.
To return an item purchased from GenuineDogGear.com please include the following information.
- Name of purchaser (you).
- Phone number and name of contact if we have a question.
- Sylvan & Sons/GenuineDogGear.com, sales receipt number or order number or date of purchase.
- Reason for return or exchange
Returns may be subject to 15% restocking fee.
All Sylvan & Sons products If you are dissatisfied with your purchase, return that item within 30 days from the date of purchase for a full refund of the purchase price of that item. The item must be returned in original, new, and resalable condition. Return shipping costs are not refundable and the original cost of shipping may be subtracted from the refund.manufacturing problems as well, we’re pretty darn good at telling the difference.
What should I do if I believe I have a defective Genuine Dog Gear Product? Return it to the place of purchase. If you bought if from a vendor, please return it to them. We try very hard not to get between our dealers and their customers. If you purchased the toy from us, it will have to be returned for us to make a determination. We can’t make a good determination from a photograph, and will replace defective toys only if they’ve been returned to us.
Replacement for Defects Our quality guarantee is applicable on all Genuine Dog Gear products. Defective products will be fixed or replaced at our discretion. Genuine Dog Gear will be the sole and final decision maker regarding products that are chew damaged, or defective.
Sylvan & Sons products are unconditionally guarantee against defects in workmanship and materials. If you have a product you believe to be defective and you purchased the product directly from Sylvan & Sons, please return it to us at the address below. Be sure to include your name, address and phone number in case we have any questions. We will fix or replace defective products at our discretion or refund the price of purchase if we find it to be defective and can’t fix or replace it. Sylvan & Sons will be the sole and final decision maker regarding products that are chew damaged, or defective.
Our chew damage guarantee is applicable to Sylvan & Sons products only and is good for one occurrence per item. If your pet chews a Sylvan & Sons collar, martingale, leash or harness we will repair or replace the chewed item with an identical, or if no longer available, a similar item. Chewed items will be repaired or replaced one time only and the replacement or repaired item is then not eligible for replacement or repair. Please note that Sylvans collar bows are not warranted against chew damage.
Shipping and handling costs for replacements under warranty are paid by the customer. Once your return is received you will be sent an email with your total S & H cost, and can it pay online. Please be sure to confirm your email address by including that information with your return. This guarantee is good for products purchased directly from Sylvan & Sons only. Items purchased from independent retailers must be returned to the retailer and will not be handled directly by Sylvan & Sons.