FAQ's
Products
Do your products truly last a lifetime?
The products themselves are not guaranteed to never be damaged, but with our Lifetime Warranty all you have to do is send your gear back to us and we will
replace it with a brand new piece of the same color / size.
Is the Commander Pro adjustable?
No, the Commander Pro is not adjustable. It is
a fixed-length collar so you will want to ensure that you order the proper
size. To find the right fit: adjust your dog’s current collar so it fits snugly
yet can still slip over their head, remove it, and measure it end-to-end to
determine the length of collar your dog needs. If in between sizes, it is
always best to go with the bigger of the two for ease and comfort.
Do you provide custom gear?
At this current time, Rough Ranch does not
provide customization for any of our products. Check back regularly to see if
we have added customization in the future.
Shipping / Delivery
How much is shipping?
Shipping cost is determined based on your location and is different for every order. Our product ships out of Lafayette, IN so the cost will increase slightly the farther you are from there. Shipping costs are determined by the shipping companies.
Do you provide free shipping?
Yes, we do provide free shipping on all orders over $120. This discount can be combined with all other discounts.
How long until my gear arrives?
Orders are processed and shipped on Tuesday and Friday of each week. After the order ships it will arrive within 1-5 days depending on your location.
Warranty
Is normal wear & tear covered under warranty?
Yes, normal wear & tear is covered under our Lifetime Warranty. Just send your gear back to us and we will replace it with a brand new piece of the same color / size.
What if my dog outgrows their gear?
Unfortunately, resizing is not covered under our Lifetime Warranty. Feel free to order another piece of gear to fit your dog and both will be covered for any damage for their entire lifetime.
How do I start a warranty claim?
Visit our Returns / Exchanges page to read about our Lifetime Guarantee and to start the process of returning your gear.
Returns / Exchanges
What is your return / exchange policy?
Our Return Policy can be access using this link.
Who pays the return / exchange shipping?
The customer is responsible for paying to get the gear back to us. From there, we will handle the rest.
How long does it take to receive my gear back?
Th time it takes to receive your gear back is largely dependent on the shipping companies and your location. Once we receive your gear, we will ship out the replacement next day bypassing our order process and fulfillment schedule.