These top quality items are created just for you when you order them. That means we do not have a warehouse filled with many different sizes and types of items. The items are made to order. This means that our production times will be longer than some big-box retailers, often taking two weeks for production and shipping.

Each product is made to order, so please allow 10 business days for processing before your order is shipped.

Once an order is placed, it goes into production immediately. Therefore, we are unable to accommodate changes or cancellations to orders once they have been submitted. Please review your order carefully before completing your purchase.

Shipping rates are calculated based on the weight of the items and the destination. Shipping options and costs will be displayed at checkout.

Once your order has shipped, you will receive a shipping confirmation email with tracking information. You can track your order using the tracking number provided.

We currently do not ship to P.O. boxes or APO/FPO addresses. Please provide a physical address for shipping.

We are not currently shipping to addresses outside the US.

If your package is delayed, lost, or damaged during shipping, please contact us at support@oaktownbarks. We will work with the shipping carrier to resolve the issue and ensure you receive your order.

Please ensure that the shipping address you provide is accurate and complete. We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer. If you realize you have made an error in your shipping address, please contact us immediately at support@oaktownbarks.com and we will try to make changes to your shipping address, but once your order is placed, it is not guaranteed that we will be able to change the shipping address.

We may, at our discretion, offer you an exchange of the item, which means that you will send the defective product back to us, and once we receive it, we will arrange for a new product to be sent to you, at no additional cost to you. Be aware that this process takes 10-14 business days production time to complete, in addition to shipping time. If we do not receive the defective product from you within the allotted amount of time, your order will be considered complete and no further refund or exchange will be offered.

If your item arrives with a significant defect or is damaged please contact us at support@oaktownbarks.com with photos of the item and detailed, clear photos of the defect, plus your order number, name and email address, or in the case if it is lost in shipping, your order number, name and email address. We will respond to you within 72 hours and provide either a full refund or replacement item, your choice.

If your paws aren't wagging with joy over your new, unused item, and it’s within 30 days of delivery, just bark at us at support@oaktownbarks.com for refund info! You’ll need to fetch it back to us at your expense. Once we sniff it out and confirm it's in new, unused condition, we’ll happily give you a full refund for the product (minus shipping). Please note, we can't accept returns after 30 days—so don’t wait too long to fetch that return!