CUSTOMER SERVICE
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Please allow 2-6 days for order processing. Shipping times will depend on service selected and location being shipped too.
As long as your order hasn’t already been shipped, we can update your shipping address but please contact us right away if the wrong shipping address is provided. After order has been shipped we will not be able to update address and you will need to contact shipping carrier directly.
Depending on the shipping service selected, a tracking number will be provided at time of shipping. Please contact us with any questions or concerns. Thanks!
No, the only personal data we keep record of is order information, name email, phone and shipping info.
We ship world wide! If a shipping quote is not provided, please contact us directly to have an estimate sent. Thanks!
Ranch Hand takes pride in our products and we want you to have a great experience working with our company.
14 Day Return Policy- On Full Price Items. There is no returns or refunds on sale items / discounted items / clearance items.
If a purchase is made on a regular priced item in stock item that has not been shipped, Ranch Hand is happy to cancel your order for a full refund. Ranch Hand is happy to offer store credit for the value of the item purchased (excluding shipping charges) or an item exchange.
All returns / exchanges must be made within two weeks of purchase date. Items must be in new, unused condition and retain the original tags. Buyers are responsible for any return shipping and new shipping charges. The buyer is responsible for the exchanged goods until the items reach us. Once your return is received and inspected, we will notify you and issue your credit / exchange / refund.
Final Sale On All Discounted/Sale Items. No Returns or Refunds.
Sale items are final sale. We do not accept returns or refunds on any item purchased with a discount. Sorry for any inconvenience.
Promo codes cannot be applied to items that are already discounted or on sale. Restocking charges may be applied when wrong size is purchased for dog collars. Customer is responsible for all shipping charges on returns/refunds.
Unfortunately, personalized/custom orders can’t be exchanged or returned. Once an order is placed, we start the fulfillment process and changes/cancellations cannot be made on custom orders. Please refer to our size chart and measure your dog’s neck carefully before placing an order. Feel free to email us with any sizing questions before placing an order.
Custom orders are unique orders that are handmade for each specific customer. Once a custom order has been placed, there is no returns and no refunds. Custom orders take some time so please allow a minimum of 4 weeks up to 12 weeks. Thank you for your patience and understanding.
If you need to swap an item
Returns and Exchanges
14 Day Return Policy- On Full Price Items.
There is no returns or refunds on sale items / discounted items / clearance items.
If a purchase is made on a regular priced item in stock item that has not been shipped, Ranch Hand is happy to cancel your order for a full refund. Ranch Hand is happy to offer store credit for the value of the item purchased (excluding shipping charges) or an item exchange.
All returns / exchanges must be made within two weeks of purchase date. Items must be in new, unused condition and retain the original tags. Buyers are responsible for any return shipping and new shipping charges. The buyer is responsible for the exchanged goods until the items reach us. Once your return is received and inspected, we will notify you and issue your credit / exchange / refund.
Final Sale On All Discounted/Sale Items. No Returns or Refunds.
We are so sorry! Please get in touch right away and we will fix any issues.
We are so sorry! Please contact us right away with some photos and we can get your order fixed. Thanks for your patience and understanding.
Please contact Ranch Hand before sending in any returns, we will need to authorize your return before you send back and then we can provide the correct return address. Contact Ranch Hand
Sure, as long as your order has not yet shipped! Please contact us right away. Thanks!
Sure, contact us and we will let you know production time for restocking.
Final Sale On All Discounted/Sale Items. No Returns or Refunds.
Sale/discounted/promotional/clearance items are final sale. We do not accept returns or refunds on any item purchased with a discount. Sorry for any inconvenience.
We stand behind our products and want you to buy with confidence. We offer a 1 Year Warranty on our items. Contact us with any concerns.
Unfortunately, no. Custom orders are final sales and we do not offer any changes or cancellations once the order has begun production. All custom orders are handmade for you so please allow 4-12 weeks. Thank you for your patience and understanding.