Frequently Asked Questions

Our standard turnaround time is 5-12 weeks, depending on the product, the customisation and the current production queue. It begins once we have every measurement, design detail and approval we need, not at the moment you pay. Occasionally something outside our control causes a delay. If your order runs significantly beyond the estimate, we will offer compensation appropriate to the circumstances: a partial refund, a complimentary product, or a discount on your next order.

No. The 5-12 weeks covers production only. Once your order is finished and handed to the carrier, delivery is out of our hands. Delays caused by the carrier, customs clearance, weather, flight schedules or road conditions rest with the carrier and are not part of our production time, so a shipping delay is not a production delay on our part.

Every custom piece is made to the measurements you provide and confirm before production, so please take them carefully. Once measurements are confirmed and production has begun, we cannot accept responsibility for a fit problem caused by measurements that were incorrect, incomplete or inaccurate. Custom-sized products are not eligible for return or exchange on those grounds. If you are unsure, send us your figures before ordering and we will check them with you.

Open the Measurement Guide, find the product you are buying and follow the instructions for it. Accuracy matters more here than anywhere else on the site: your product is cut to the figures you send. Take your time and check them twice before submitting.

Never apply alcohol-based products, harsh chemicals, solvents or other aggressive cleaning agents directly to printed or vinyl areas. Clean printed areas gently with a damp cloth or a wet wipe. The remaining areas can be hand-washed carefully with a mild soap, white soap or a suitable stain remover. Avoid heavy scrubbing, soaking and abrasive methods, which damage the materials and the printed elements alike.

It can oxidise or discolour at the surface, particularly after prolonged contact with salt water, seawater or moisture. This does not in itself indicate a manufacturing defect. After any exposure to salt water, rinse the hardware thoroughly in fresh, clean water and let it dry completely. Care of this kind substantially reduces corrosion and extends the life of the hardware.

Yes. What is covered depends on the product, the materials and the nature of the problem, and the terms are set out in these questions. Printed and customised elements wear with use. Where a fault is a manufacturing defect, or is otherwise covered, we will offer an appropriate remedy according to the case: a repair, a replacement component, a replacement product or a discount. Normal wear and tear, improper use, accidental damage, excessive friction and damage from activities outside the recommended use are not covered. Return or replacement shipping is the customer's responsibility unless our warranty terms provide otherwise.

Our products are built for active use, but they are not meant to be worn around the clock. Printed and customised surfaces develop scratches, abrasions and other marks under intensive use or repeated friction. We are not responsible for damage caused by improper use, excessive wear, or activities that place unusual stress on the product, such as water sports, prolonged exposure to water or salt water, rolling or playing on rough or grassy ground, sustained friction against surfaces, or dogs biting, chewing or pulling hard on each other's collars, harnesses and equipment in rough play. Damage of this kind counts as wear or use-related damage and is not covered by warranty. For your dog's safety, check the product before each use and stop using it immediately if you find significant damage, deterioration or compromised hardware.

Revisions are part of the design stage, before final approval, and we will keep revising until you approve the design. Once you have approved it and production has started, nothing further can change: not the design, colours, artwork, text, logos or the placement of any element. Please review the final design carefully: your approval confirms it is ready for production.

Vinyl and printed elements wear over time, and may lift, peel or tear depending on use and conditions. You can carefully remove damaged vinyl by hand; where an edge has lifted or a small section has begun to peel, a controlled heat source such as a household iron or hair straightener can often reseal it. You may also contact us to buy replacement vinyl and apply it yourself. Any repair, removal or re-application you carry out is entirely at your own risk, and we cannot be responsible for damage caused by improper application, excessive heat, unsuitable tools or customer-performed repairs. If you are unsure, contact us before attempting it.

For any product that needs personalisation or custom design, message us on Instagram or email info@iroxgear.com with your order number and the details you want. Your turnaround time does not begin until we have the personalisation details, measurements and design information needed to start production, so please get in touch as soon as you have ordered.

We photograph every order step by step as it is packed, before it is handed to the carrier, and pack in three protective layers. If the outer package arrives dented, creased, crushed, torn or otherwise visibly damaged in transit, that is the carrier's responsibility, and our packing photographs let us confirm the condition the package left us in. Please inspect your package on delivery; if you find significant external damage, photograph it before opening and contact the carrier about the delivery damage.

No. Customs duties, VAT, import taxes, brokerage and any other charge imposed by the destination country are not included in our prices or shipping charges unless we state otherwise. They are set by the customs authority of the destination country and are the responsibility of the customer or importer. If they go unpaid, the package may be held, returned to us, or in some countries destroyed. If a package comes back to us because the required charges were not paid, we can arrange a new shipment, but the additional shipping, customs and handling costs will be yours. Before ordering from abroad, please check your country's customs rules, import policy, VAT requirements and fees. IROX K9 Gear is not responsible for delays, additional charges, confiscation, return or disposal arising from the customs or import regulations of the destination country.

Materials are chosen for durability and active use, and vary by product. Depending on the model they include genuine leather, including high-quality vegetable-tanned leather; welded iron D-rings, nickel-plated, with a breaking load of about 400 kg / 880 lbs; zinc-alloy buckles with a breaking load of about 350 kg / 770 lbs; soft padding including Malta sponge fabric; durable elastic components where they are needed; DTF (direct-to-film) and HTV (heat-transfer vinyl) printing; and heavy-duty, premium-grade webbing. Specifications differ between models and designs. Ask us before ordering if you need the exact material or hardware for a particular piece.

No. Orders are paid in full before production begins. Payment is by credit or debit card, handled on iyzico's secure page.

It depends on the stage your order has reached. Once production has started it cannot be cancelled, because materials, labour and production time have already been committed to your piece. If only the design stage is complete and production has not begun, a partial refund may be possible, depending on the work already done and the costs incurred. Because these products are made for one dog in particular, cancellation and refund terms vary with the order and its stage. For urgent or exceptional situations, contact us as soon as you can with your order number and we will look at it individually.