Policies

FAQ's

Q: Does AUBURNDIRECT.COM have a printed catalog?

A: Yes, we have a printed catalog. E-mail your request and we will mail a copy to you. Our web site is an on-line catalog where you will find the most recent product updates and dealer specials. Dealers may follow our Member Login instructions to view our complete catalog and order on-line.

Q: Does AUBURNDIRECT.COM accept credit cards?

A: Yes, we accept Visa, MasterCard, American Express and Discover.

Q: Do you ship internationally?

A: Yes. E-mail your inquiry to SALES@AUBURNDIRECT.com for additional information.

 Q: Does AUBURN LEATHERCRAFTERS offer custom made or private labeled products?

A: E-mail your inquiry to SALES@AUBURNDIRECT.com

Q: What is AUBURN's guarantee?

A: We guarantee our products to be free of defects in materials and workmanship. Any product that is misused cannot be guaranteed and could result in harm to your customer's pet. As a responsible pet owner, care must be taken in selecting the correct size and style product. Make sure your staff is knowledgeable on the proper sizing of collars, harnesses, leashes. Feel free to contact us at any time if you or your staff have any questions. As always, encourage your customers to frequently inspect and replace any item that has signs of wear.

Q: How should I care for my AUBURN LEATHERCRAFTER'S leather products?

A: Great Question! Leather is a natural product that will last a long time with proper care. Occasional cleaning with leather care products is a good idea and the use of leather conditioners is recommended. Both of these products are sold in most shoe stores. Follow the instructions on the labels of these products.

Q: After placing an order, how soon can I expect my delivery?

A: We ship most orders within 48 hours.

Q: My order arrived damaged. What should I do?

A: Care is taken in the selection, checking and packaging of merchandise to avoid error. If discrepancies are found, claims should be reported immediately. Damages and shortages must be reported to the carrier within 72 hours. Because we ship most of our shipments via FedEx, please call them immediately. Save the shipping materials and damaged merchandise for their inspection.

Q: I am in Canada. Can you ship to me?

A: We ship Canadian orders via the US Postal Service. Orders must be paid for in advance with a Credit Card, Certified Check, Cashier's Check or Money Orders payable in US funds.

Q: The picture on your website is slightly different than the item I received. Can you tell me why?

A: We make every effort to represent our products with the highest integrity and to assure that the photos, drawings, pricing and descriptions are correctly detailed. Sometimes type errors and specification differences occur that are out of our control. We apologize for any inconvenience. If you wish to verify product specifications, please E-mail your inquiry to sales@auburndirect.com.Contact us if you have questions about our products.

Q: Do you have paperwork to send with my return or exchange?

A: If you need to return an item, please complete the attached form and include with your return. An RMA number must be obtained prior to all returns. Note also, that a 20% restocking fee may apply. RETURN AUTHORIZATION FORM.

Q: What sales helps do you offer?

A: We have an assortment of banners and sales helps for your in-store display and staff training purposes which may be previewed by clicking here. At your request, we will be happy to include with your next order. Additionally, we are available at any time to answer any of your questions about our products.

Glossary of Terms

Buckle-End Collar: A Buckle-End Collar is a collar where the buckle is at the end of the collar's strap.

Extended-Dee-Ring: An Extended-Dee-Ring pattern refers to those collars where the dee-ring is at the end of the collar's strap.

Latigo Leather: The word Latigo refers to a type of leather that is tanned in a way that makes it especially soft and supple with use. It is the same leather used for accessories in the saddle-making trade, such as reins and cinches.

Bridle Leather: Our tan and black leather products are made of Bridle Leather. Bridle Leather is used to make many of our harnesses and collars because of its rich color and ability to withstand harsh conditions and still look great. It is strong, firm, and resists stretching. Bridle Leathers were developed to withstand the stresses and strains that a horse puts its bridle through.

Natural Vegetable Tanned Skirting Leather: Vegetable Tanning is a process where vegetable materials such as tree bark and other materials are used in the tanning process. The result is a piece of leather that is versatile enough to be used for a variety of applications. Natural Vegetable Tanned Skirting Leather, the leather used to make the best, hand-tooled saddles, pouches, and accessories, is the same leather used for our harnesses and as a base for our red, black, pink, blue, and yellow collars and Leashes.

Top Grain or Full Grain Leather: The Grain refers to the surface of the leather. Top Grain or Full Grain Leather is the portion of the hide that is the strongest. Because of this nature of the cut, you may see slight variations in the surface that add to the beauty and character of the piece.