What Kind of Guarantees does Sylvan & Sons Give Me?
Satisfaction Guarantee
All Sylvan & Sons products If you are dissatisfied with your purchase, return that item within 30 days for a full refund of the purchase price of that item.
If you have a product you believe to be defective and you purchased the product directly from Sylvan & Sons, please contact us via our contact form.
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.
Workmanship and Materials Defects
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 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.
One Time Replacement for Chew Damage
Our chew damage guarantee is applicable on Sylvan & Sons products only and is good for one occurrence per item. If your pet chews a Sylvan & Sons product we will repair or replace that chewed collar, leash, or harness with an identical, or if no longer available, a similar item. Chewed items will be fixed or replaced one time only and the replacement or repaired item is not eligible for replacement or repair. The repaired or replacement item is considered to be the original purchase for the purposes of this guarantee. All shipping costs will be paid for by the purchaser, a self address stamped envelope must be included with the return, or payment of $3 to cover return shipping cost. 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.
What kind of Guarantees does Genuine Dog Gear give me?
Product Guarantee
All Genuine Dog Gear products are guaranteed free of manufacturing and material defects. Our products are color fast, machine washable, and drop & drool resistant. Genuine Dog Gear products are not guaranteed for chew damage.
Safety
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.
Why isn’t Chew damage covered?
Genuine Dog Gear products are designed to be very very attractive to dogs. We WANT dogs to want to chew our products, AND our products must be safe for the dog. Our goal is for our products to YIELD to the dog, and the dogs teeth. Toys are replaceable, teeth, not so much. These two goals are incompatible with a chew proof toy. If the toy is tougher than the teeth, it’s not safe to train with. Therefore all the Genuine Dog Gear products are easily chewed. It’s up to you to monitor your dogs interaction with his or her toys.
How can I tell if damage is product failure or chewing?
The pattern of chew damage is pretty distinctive, it’s frayed. Product failure will happen as a tear or separation and is a much ‘cleaner’ defect. Chew damage will sometimes show a pattern of missing material as well. We’ve seen a few examples of chew damage over the years, and some manufacturing problems as well, we’re pretty darn good at telling the difference.
What if my dog chews the toy. Can it be repaired?
Sometimes. Leashes can be spliced, and some toys can be sewn back together. The cheapest method of repair is your home sewing machine, hand stitching with needle and thread, or take the toy (best if you wash it first) to a shoe repair shop or upholstery shop and ask them to sew it back together for you. This will save you shipping cost and time in transit.
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.
Additional Information
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.
Please read our Exchanges and Returns Policy here
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 listed here. 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.