Customer Service

Our Guarantee

We guarantee our products to meet or exceed your expectation and to last for many years. If it breaks under normal use, we will fix it or replace it at no cost to you. We have tested our products before they reach you, and we are confident that your expectations will be met or exceeded.

Washing Instructions

Hound Gear products can be washed with mild detergent in warm water. Air dry or low heat please. We recommend squeezing each to remove excess water to start that quick-drying process.

Ordering Online

We accept Visa, Mastercard, and Discover Card. We use advanced security protocol to protect your private, personal information. Trustwave certifies our website shopping card processes as meeting the security requirements for online purchases. Your credit card order is encrypted to provide a safe method of transferring your card information from the browser to our cart. We use Secure Socket Layer (SSL) protocol for encryption.  Online orders are shipped to you via the U.S. Postal Service (USPS) Priority Mail. Typical delivery times from here in Nashville, Tennessee to east and west coasts are usually 3 to 4 business days.  We try really hard to ship orders the same day or the day after we receive your order.

If you need super expedited service, please call us at 615-646-0969 for expedited shipping options.  Pricing for this depends on the weight and destination so we have to determine that cost specifically for you.

International Orders

We routinely receive orders from outside the United States.  We take those orders over the phone.  Just email us your order at mark@houndgear.net so that we can first determine the shipping cost, give us a daytime telephone number or SKYPE account name, and we will contact you with the total cost and gather your credit card information.  Do NOT email us your card information please.  Typical door-to-door shipping times are 7 days to Australia and 10 to 14 days to Canada, as examples.

Warranty Returns

If you experience any problems with a Hound Gear product, return it with your sales receipt to your authorized dealer where the item was purchased. Your dealer will inspect the product and will issue you a refund or a replacement.

If the item was purchased from our website, please contact us at customerservice@houndgear.net or 615-646-0969. We will issue you a Return Authorization Number (RAN) and give you the proper return address. Once we receive the product, we will repair or replace the item and return to you free of charge. If you return an item and there is nothing wrong with it (for example, it is too large or too small), we will credit your card for the purchase price of the item if you choose not to replace it; however, we will not credit the original shipping cost to you.

Products must be returned to us clean / unused, by pre-paid freight and include the RAN, your return shipping address, an email address, and a daytime telephone number. Items shipped back to you will be shipped via U.S. Postal Service Priority Mail.

Feedback

We are continually trying to create improvements to our pet gear and to create new dog products and accessories to fill the needs of our customers. Tell us what you like or make suggestions for improvements and new gear.  You can contact us at 615-646-0969 and customerservice@houndgear.net.  

Privacy Statement

We recognize the importance of our valued customers' privacy and security, and we take numerous steps to protect it. Your information will not be shared with others. Like you, we care about how personal information is used and shared.

You might occasionally receive an email from us for example, for problems with your order or for special promotions.  If you choose to not receive future emails, you can unsubscribe from that list.

 

PH: 615-646-0969 Monday - Friday, Central Time Business Hours  |  customerservice@houndgear.net