FAQ

FAQ

What is your turn around time?

  • Large custom items such as vest, are completed within 4-8 weeks.
  • Smaller custom items such as patch tabs, patches and leash wraps are completed within 2-4 weeks.
  • Premade items are shipped within 1 week.

    I am more than happy to answer any questions you may have through the order process. However, we cannot offer specific shipping dates, only the provided turn around window.
  • We have implemented an order tracker to make it easier for customers to track their order status. The tracker is updated every 3-5 days.

✨ ORDER TRACKER ✨

 You will receive a shipping confirmation via email once your order has shipped.

Please note: If you need your order before the estimated turn around time this should be discussed BEFORE placing an order. We CANNOT guarantee a specific delivery date unless you paid a rush fee. We can only offer a delivery window.

  • TAT is an estimated order completion time frame. NOT a guarantee. We can only guarantee order completion timeframe on a rush order.

Please remember: Rugged Rue is a one woman show. This means if I am sick or everyday life things get in the way of my productivity, turn around time can be extended slightly. Please remember, I am disabled, just as many of my customers and fellow gear makers are. Sometimes my body & mind don’t allow me to do the things I had planned for that day.

I try my absolute best to accommodate each and every one of my customers. Please be patient with me and know I am doing my absolute best the meet the estimated TAT.

When will I receive my design proof?

Digital proof times vary, just as turn around time varies based on the items you order.

Small Items: You can expect to receive a mockup within 1-3 weeks

Large Items: You can expect to receive a mockup within 3-7 weeks.

Please remember, I am a one woman show and try my absolute best to get your design proof sent in a timely manner.

Every single custom design ordered has to be digitized for embroidery. This takes anywhere from 1-6 hours depending on the complexity of the design. SO much work goes on behind the scenes before physical production of a product even begins.

I think my package is lost! What do I do?

First, don't fret, all packages are shipped with $100 of insurance, you may also choose to add additional insurance at checkout through Route. I HIGHLY recommend adding Route at checkout.

If you suspect your package is lost please sent me a email - RuggedRue@gmail.com so I can contact my local USPS.

Second, Submit a "Missing Mail Search Request" at https://www.usps.com/help/missing-mail.htm

OR file a claim with Route if you chose to add at checkout.

If your package is missing for 15 consecutive days after the mailing date, we can submit a lost package claim with USPS to request insurance reimbursement.

Please note: insurance claims MUST be submitted within 60 days of the mailing date.

How do I measure my dog?

Please visit our "how to measure' page for visual instructions.


Customers are responsible for providing accurate measurements for all gear. We provide measurement charts with detail instructions upon request and on our website. Rugged Rue shall not be held responsible for ill fitting gear due to customers providing incorrect measurements.

If you need help measuring, we are happy to help.

HOW TO MEASURE

I want to change the design I ordered. Can I?

I will change ordered designs up until the digital proof is approved. Once the proof is approved no design changes can be made!

Please note: changing a design after purchase may require a $10-$20 revision fee if we have already begun to digitize your design.

POLICIES

By purchasing from Rugged Rue you agree to follow all shop policies and procedures.

1. Rugged Rue Reserves the right to ask the two ADA questions prior to purchase:

• IS YOUR DOG A SERVICE ANIMAL?
• WHAT TASK(S) HAS YOUR DOG BEEN TRAINED TO PERFORM?

By purchasing service dog specific gear you are confirming that your dog meets the ADA standards set for a service dog.

Reminder:  It is a crime to label an emotional support animal or pet as a service dog.

2. REFUNDS: Rugged Rue does not offer refunds on custom products. After mockup is approved and/or materials have been ordered NO refunds can be made. If an error was made on our end or there is an abnormal defect in the product we will gladly correct the issue! You have 4 days after delivery to contact us, should there be any issues with the product.

We do accept exchanges on PREMADE items only. Item must be in original condition and returned within 7 days of delivery.

3. SHIPPING: All items are shipped with $100 of insurance. You may add additional insurance through Route at checkout. If you ordered a high value item (over $100) I HIGHLY recommend purchasing additional insurance.

Tracking will be provided to the email you use at checkout.

  • Once your order is shipped Rugged Rue relinquishes responsibility for the package.

  • We are NOT responsible for shipping delays. We ship everything via USPS with tracking and insurance.

  • We are NOT responsible for items lost or damaged in transit. If you suspect your package is lost, please contact us so we can help you file a “missing mail” claim. If USPS cannot locate your package, the next step would be to file an insurance claim for reimbursement through USPS or Route.

  • Tracking may take up to 5 days to update, especially during the holidays.

  • We will NOT guarantee a specific delivery day unless you paid a rush fee. We can only offer a delivery window.

4. MEASUREMENTS: Customers are responsible for providing accurate measurements for all gear. We provide measurement charts with detailed instructions on our "HOW TO MEASURE” page. Rugged Rue shall not be held responsible for ill fitting gear due to customer providing incorrect measurements. If you need help measuring, please reach out to us on Instagram or RuggedRue@gmail.com

5. RIGHT TO REFUSE: Rugged Rue reserves the right to refuse service to any individual or entity for ANY reason. Including, but not limited to: using an unfit service animal, offensive behavior, offensive language, violation of policies or copyright infringement. 

6. WARRANTY: We offer a limited 1 year warranty on all products!

If your gear is damaged or breaks you can send it in for repair! This includes buckle replacement, hardware replacement, strap repair etc..

Buyer is responsible for shipping cost and any material cost needed for repair.

The warranty DOES NOT cover:

  • Regular wear and tear.
  • Gear damaged due to misuse.
  • Chewing and/or scratching of the materials.
  • Water, fire or any element damage etc..

After your warranty has expired we will still repair any Rugged Rue gear for a low price.

6 Resell:  By purchasing from us you agree to not resell any items for more than the original purchase price.

7. TURN AROUND TIME: TAT is an estimated order completion time frame. NOT a guarantee. We can only guarantee order completion timeframe on rush orders.

• Rugged Rue is a one woman show. This means if I am sick or everyday life things get in the way of my productivity, turn around time can be extended slightly. Please remember, I am disabled, just as many of my customers and fellow gear makers are. Sometimes my body & mind don’t allow me to do the things I had planned for that day. I try my absolute best to accommodate each and every one of my customers. Please be patient with me and know I am doing my absolute best to meet the estimated timeline.

Disclaimers

1.  All of our items are handmade personally be me! I take extra time time ensure each product is immaculate. However, due to the handmade nature of our products items may have slight imperfections and variations.

2. Rugged Rue cannot be held responsible for wear and tear resulting from regular use of product.

3. Rugged Rue products are not suitable for providing mobility assistance. 

4.Rugged Rue shall not be responsible for any damages or injuries caused by misuse of our gear.