For returns, if it has been less than 30 days since the order was shipped, please use our Returns Portal. If it has been more than 30 days, please email us at bandedpines@gmail.com with the completed Return Form, including your name, mailing address, and email or phone number. Once we receive the collar from you, we will conduct a thorough evaluation and fix any issues covered under our warranty free of charge. Please use a padded envelope or small box for shipping and ensure you pay for tracked shipping to prevent loss. Please do not use signature delivery, as our postal person will not deliver to our warehouse. We are not responsible for items lost in transit to our location, especially for international orders.