FAQ & Glossary2019-04-29T17:54:11-04:00

FAQ & Glossary

Find answers to your questions about Auburn Direct, our shopping, shipping and return policies, and learn more about the terms used in our product descriptions by reviewing our glossary. If you have a question not found here, please contact us.

Frequently Asked Questions

I have a large dog. What collar would you recommend?2018-07-06T11:19:42-04:00

AuburnDirect.com offers a large selection of collars for the large dog. Care is taken with all of our products to offer only items that are designed for use by the dog for which they are sized. You will notice that, as the collars get larger, the leather becomes sturdier. This is especially noticeable with our GI Collars where two of layers of bridle leather have been stitched together to make “one sturdy dog collar”!

What about my small dog?2018-07-06T11:21:23-04:00

Even though our collars will hold a large dog, we have taken great care to make sure that our collars are appropriate for small dogs as well. The thickness and suppleness of the leather is carefully taken into account for use with small dogs. Our proportions are appropriate for the smaller breeds. It is important for you as a responsible pet owner to realize that even a small dog can put a great amount of stress on a collar or leash, especially when it pulls or lunges suddenly. It is for this reason that we take the same care to make sure only the best quality leather and hardware is used in our products.

Does AuburnDirect.com have a printed catalog?2018-07-06T11:22:35-04:00

Yes, we have a printed catalog. Email your request and we will mail a copy to you. Our web site is an online 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 online.

Does AuburnDirect.com accept credit cards?2019-06-27T13:59:08-04:00

We accept all major credit cards, including VISA, MasterCard, American Express and Discover.

Do you ship internationally other than Canada?2019-06-27T13:56:03-04:00

Absolutely! If you place your order on-line, you will be able to view shipping options and costs at check. For larger orders, you may wish to contact us directly at sales@auburndirect.com for additional information.

How do I determine the proper collar size?2019-06-27T15:16:04-04:00

You may view our size guide . Information is also available on a tab located on each product page.

Does Auburn Leathercrafters offer custom made or private labeled products?2018-07-06T14:20:21-04:00

Email your inquiry to sales@auburndirect.com.

What is Auburn’s guarantee?2018-07-06T15:43:48-04:00

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 shows signs of wear.

How should I care for my Auburn Leathercrafters leather products?2018-07-18T16:26:47-04:00

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. As a convenience to you and your staff, we now include care instructions specific to that type of material on most of our products. Following these instructions will prolong the life and appearance of our products.

After placing an order, how soon can I expect my delivery?2018-07-18T16:27:13-04:00

We ship most orders within 48 hours.

My order arrived damaged. What should I do?2018-07-18T16:28:18-04:00

Care is taken in the selection, checking and packaging of all of our collars, leashes, muzzles, harness, and other products to avoid error. If discrepancies are found, claims should be reported immediately. Damages and shortages must be reported to your package carrier within 72 hours. Because we ship most of our shipments via UPS, call 1-800-PICK-UPS (1-800-742-5877) immediately. Save the shipping materials and damaged merchandise for their inspection.

I am in Canada. Can you ship to me?2019-06-27T13:44:07-04:00

We ship Canadian orders via the US Postal Service either First Class Mail or Priority Mail. For comparison, rates are calculated at checkout.

The picture on your website is slightly different than the item I received. Can you tell me why?2018-07-18T16:30:10-04:00

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.

Do you have paperwork to send with my return?2019-06-27T13:57:25-04:00

If you need to return an item, please complete this 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.

I am a retailer. What sales helps do you offer?2019-06-27T13:49:57-04:00

As a 4th generation manufacturer serving the pet industry, we love sharing our experience. If you have any questions about our products or services, please reach out to us. We are available by phone during business hours and e-mail any time. We look forward to helping your customer find exactly the product that fits their needs.

What about cleaning my Sparky’s Choice Collar, Hunting Dog Collar, and Sparky’s Choice Leash?2018-07-18T16:38:16-04:00

Your Sparky’s Choice Collar, Hunting Dog Collar, and Sparky’s Choice Leash are designed to be easy to care for. All you need is a damp cloth and a small amount of cleaner to wipe away the dirt. It’s that simple!

Are your Swarovski crystal collars meant for everyday wear? I know some fancy collars are not, so I want to be sure that the collars and crystal settings are sturdy enough to withstand everyday use.2019-06-01T07:35:31-04:00

Our collars are designed for everyday wear. We have many customers who get a number of years’ use out of our collars. The Swarovski crystals in our collars are very well set; however, occasionally a persistent scratcher may loosen a stone. If this happens, please email a close-up image of the problem to sales@auburndirect.com so that we can determine how best to handle the situation.

Are there any other steps I need to take in the care of my collar?2018-07-18T16:40:02-04:00

The only other precaution is a precaution given by the makers of topical flee products and that is to remove the collar for 24 hours after applying the flee medication to the dog’s back or neck as it contains a type of solvent that will affect the collar. This is recommended for any collar—fabric, nylon, or leather—that is heavily dyed or contains a large amount of pigment.

Glossary of Terms

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

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

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.

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.

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.

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.

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