FAQ

1. What process do you use for engraving?

  • We use a laser process that fuses/welds ink into the metal of the collar through a chemical reaction. Traditional laser engraving is achieved through a contrast between the mark and the base material usually performed by etching. Our high tech marking process produces a much higher quality result that looks more like traditional printing but has the same longevity as legacy engraving methods.  

2. Does the engraving wear or wash off?

  • During the laser engraving process, a chemical reaction happens and permanently bonds the ink to the surface. It will not wipe or wash off.

3. How long before my order is ready to be shipped?

  • Dog & cat collars are custom engraved to order. This process takes additional time to prepare for shipping. Our processing time is usually 3 – 4 days before the order is shipped.
  • T-shirts, mugs and tote bags are made to order. Processing times are as follows -- T-shirts: 1-3 days, Mugs: 3-5 days, Tote Bags: 3-5 days.

4. How much is shipping?

  • Our Standard Shipping rate is $5.99 flat rate for USPS First Class with tracking.
  • Our Expedited Shipping rate is $16 for UPS 2nd Day with tracking.

5. When will my package arrive?

  • Estimated delivery time for Standard Shipping is 5 days or less.
  • Estimated delivery time for Expedited Shipping is 2 – 3 days.
  • Shipping times cannot be guaranteed due to possible issues with shipping carriers. Once we ship your package, it is the responsibility of the shipping carrier to deliver your package. We have no control over issues or delays. Please contact the shipping carrier if you have any issues with shipping. If the issue isn’t resolved, contact us and we will do everything we can to help resolve the issue.

6. What is your return policy?

  • Non-personalized unused items may be returned within 30 days. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • Personalized items, including engraved collars, cannot be returned unless they are defective. We advise that you double check the spelling of your pet's name and phone number for errors before submitting your order.
  • If you find an error after you submit your order, contact us within 4 hours at support@zoeymaye.com and we will correct it before the collar is engraved. 
  • If we have any questions about the engraving, we will contact you by email to confirm before we engrave the collar.
  • We carefully inspect every collar for errors or damage before shipping in order to ensure that you receive the highest quality product.
  • T-Shirts, mugs and tote bags are made to order and cannot be returned or exchanged. Please measure for t-shirt size before ordering. If you have a problem with your order, contact us as soon as possible at support@zoeymaye.com and we'll work to resolve any issues.

7. How do I request a return?

  • To request a return, contact us at support@zoeymaye.com. If your return is approved, we'll send you a return shipping label, as well as instructions on how to ship your package. If you have a question regarding returns, contact us at support@zoeymaye.com.
  • Refer to our Return Policy page for further details.

8. How do I determine the right size collar for my pet?

  • Please be sure to measure your pet's neck for proper collar sizing. When measuring, use a flexible measuring tape and leave two fingers space between their neck and the measuring tape for a comfortable fit. Refer to the Size Chart located on each product page to select the correct size. The bow tie collar sizing is slightly different than the flower collar sizing. Make sure you use the size chart on the page of the collar you plan to order.
  • If you have any questions about sizing, feel free to contact us at support@zoeymaye.com.