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.