FAQ

Frequently Asked Questions

📦 Shipping

Where do you ship?
We ship to all of the United States.

How much is shipping?
Shipping is free on orders over $60 USD. Orders under $60 are charged a flat shipping fee of $5.99 USD.

How long does delivery take?
After your order is shipped, it usually takes 14–28 business days to arrive. Please note that this does not include order processing time.

Which carriers do you use?
We ship via FedEx, UPS or USPS.

Will I get a tracking number?
Yes. Once your items are shipped, we'll email you a tracking number. If you haven't received one, or if the tracking number doesn't work, contact us and we'll fix it.

Are taxes and duties included?
Yes. All products are duty-free including sales tax, and customs fees and taxes are already included in the total purchase price. You will not be charged additional sales tax at checkout.

What if my order doesn't arrive?
If you haven't received your order within 30 business days of receiving your shipping confirmation email, contact us at service@collarstory.com with your name and order number, and we'll look into it for you.

↩️ Cancellation, Returns & Refunds

Can I cancel my order?
We accept order cancellations before the product is shipped or produced. If your order is cancelled, you will receive a full refund. Once the product has been shipped, the order can no longer be cancelled.

What is your return policy?
You have the right to apply for a return within 30 days after delivery. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. A receipt or proof of purchase is required.

Who pays for return shipping?
If the return is caused by the customer, the customer is responsible for the return shipping fee, which depends on the shipping company you choose. If the return is due to our reasons — for example the item arrived damaged or incorrect — you will not be charged return shipping.

Are there any restocking fees?
No. No restocking fee will be charged for product returns.

Can I return custom or personalized items?
Custom-order or personalized items do not have the 30-day refund right.

How do I return an item?
Contact our customer service at service@collarstory.com to obtain a return authorization (RMA) before shipping your item back. We'll confirm the correct return address with you. Our return address is:Room 502, Shouchuang Business Building, No. 5 Longhua Guangchang 3rd Road, Fukang Community, Longhua Subdistrict, Longhua District, Shenzhen City,Guangdong Province

How long do refunds take?
Once your return is received and inspected, we'll notify you by email about the approval or rejection of your refund. If approved, your refund will be processed back to your original payment method within 5–7 business days.

I haven't received my refund yet — what should I do?
First, check your bank account again. Then contact your credit card company — it may take time before the refund is officially posted. Next, contact your bank, as there is often processing time before a refund is posted. If you've done all of this and still haven't received your refund, contact us at service@collarstory.com.

💳 Payment

What payment methods do you accept?
We accept PayPal, credit/debit cards via PayPal (including Visa, Mastercard, Amex and Apple Pay), and Stripe. All payments must be completed at checkout before your order is confirmed and shipped.

Is my payment information secure?
Yes. Payments are handled by trusted third-party payment providers (such as PayPal), and we do not store your full payment card details.

What happens if my payment is declined?
If a payment is declined or cannot be verified, your order may be canceled or placed on hold. Please try another payment method or contact your payment provider for assistance.

📏 Sizing

How do I choose the right size?
Please check the size chart on each product page before ordering. If you're unsure between two sizes or have any questions about fit, email us at service@collarstory.com and we'll be happy to help.

📞 Customer Service

How can I contact you?
Email us at service@collarstory.com. If you've sent us an email and haven't received a reply, please check your spam folder — automated confirmation emails are sometimes filtered there.

What if my item arrives damaged or something is missing?
Please check your package carefully upon receipt. If you find any damage or missing items, contact us immediately and provide relevant proof within 24 hours. If the product is damaged or missing due to transportation problems, we will provide a refund according to the specific circumstances.