FAQ
Custom & Personalized Orders
How do I add personalization?
For items that include personalization, you can add by switching on the "Personalize" toggle option located in the product variants section just above the add to cart button. Then type a name or phrase (licensed or trademarked phrases are not accepted). Choose your font and text orientation options (located in the product images) and select them in the drop down boxes. You are responsible for checking all spelling and grammar errors as we will use the exact name or phrase you submit upon ordering.
Can I make an adjustment to the design of the product?
Yes! If you’d prefer tie on, snap on, clip on, or velcro we can accommodate! Fill out the “Special Requests” text box for each item (located on every product page) or leave a comment in the “Notes/Instructions to seller” text box at checkout. For questions about customizations and special requests please email us at sales@kodaandkel.com or use the contact forum.
Can I return a personalized or custom order?
All personalized orders are final sale and do not qualify for refunds or exchanges. If you have an issue with your personalized order please email us at support@kodaandkel.com.
If a personalized item is defective or damaged upon receiving, please email us directly at support@kodaandkel.com within 3 days of delivery with a photo and description so we can assess the damages and replace the item if conditions apply.
Can you make a custom design just for me with my choice of fabric?
Yes! If you would like to request a specific design please send us an email at sales@kodaandkel.com with a detailed description of your request and we will try our best to accommodate.
Sizing
See our "Size Guide" page for sizing information or click on the link in the product description to see our size chart. All hair accessories are one size fits all unless specified.
My pet is between sizes, which do I choose?
We recommend sizing down for slip on bandanas otherwise the portion near the collar may bunch up. We recommend sizing up for collars, coats, and tie on bandanas. If you are having trouble choosing a size you can email us for assistance at info@kodaandkel.com with photos of your pet, their weight, and any measurements
What if we don't carry a size big/small enough?
Custom sizing is available upon request if our general sizes are too small or too large to suit you or your pet. Please email us at sales@kodaandkel.com with photos, weight, and any measurements you can gather. Or fill out the “Special Requests” text box located on each product page. Please specify any sizing requirements and design you would like you customize from the products available in the shop. Please note price adjustments and additional charges may be applied after your order is placed.
Care Instructions
Can I machine wash?
It varies. All fabric is 100% cotton so shrinkage may occur with machine washing and drying on high heat. See recommendations below.
Bandanas
- Machine wash cold/gentle or hand-wash with a mild detergent
- No softener and use only non-chlorine bleach if needed
- Pat gently with a towel, smooth, and lay flat to dry for best results
- Warm steam iron if needed
- Cover vinyl, appliqué, or tags with a cloth while ironing
Bow Ties & Bows
- Hand-wash and spot clean only with mild detergent
- Reshape and lay flat to dry
Scrunchies & Headbands
- Hand-wash recommended
- Can be machine washed cold/gentle in a mesh delicates bag
- Reshape and air dry
Collars & Rope Leashes
- Hand-wash and spot clean only with mild detergent
- Let air dry
Harnesses
- Hand-wash recommended
- Can be machine washed cold/gentle in a mesh delicates bag with mild detergent only
- Reshape and air dry
Tie & Snap Bandanas
How do you tie on a Tie & Snap Bandana?
How to wear a Tie & Snap Bandana instructional video:
https://m.youtube.com/watch?v=KUEROMJx3iE&feature=youtu.be
Packaging
Is your packaging sustainable/eco-friendly?
We aim to provide plastic free eco-friendly packaging and all packaging we currently use is either recyclable or compostable. All orders are packaged using a biodegradable mailer, recycled tissue paper, and hemp twine, and include a recycled paper packing slip with receipt.
How do I dispose/recycle the packaging?
See https://impack.co/pages/how-to-dispose and your local recycling center for details
Gift Wrapping
Do you offer gift wrapping?
If you place your order as a gift option at checkout, we will not include the receipt in the package. If you'd like special gift wrapping or want to include a note please enter your request in the “Note/Instructions to seller” text box at checkout or email us at orders@kodaandkel.com
Prices
Prices are subject to change at any time without notice. Price varies by product type and size. Sales tax and additional customs or VAT charges may be applied at checkout.
Bulk Pricing/Discount
Do you offer bulk discounts?
We offer a small discount on qualifying orders of $200+ (before taxes and fees). If you'd like to receive a bulk order discount please email us at sales@kodaandkel.com. Please allow at least 2 weeks processing for bulk orders.
Sales & Discount Codes
Do you run sales or have discount codes?
Yes, we run sales seasonally and have discount codes in circulation. If you want updates and notifications on the latest promotions sign up for our email list and follow us on social media @kodaandkel
Sale Promotion items are final sale and only while supplies last. Discount codes may have a minimum purchase or item quantity. Valid offers available until 11:59 EST on expiration date. Offers cannot be combined.
What if I forget to enter a promo code at checkout?
If you forget to enter a discount code at checkout, we will honor it if the discount code is still valid. Please message us within 12 hours of placing your order for price adjustments.
Wholesale Availabilty
If you are interested in purchasing wholesale please email us at sales@kodaandkel.com
Order Processing
How long does it take to make my order?
The time it takes to make and prepare your order varies by item. Please allow 3-7 business days for order processing. We will try our best to meet this estimate. If you need your order delivered by a specific date please see our Rush Order FAQ below.
Shipping
Current estimated USPS shipping times are 2-5 business days. Koda & Kel is not responsible for shipping delays or lost packages once the package is in transit and does not offer refunds for shipping issues. Replacements available if the shipment is proven to be lost.
Shipping rates and times vary by destination and is regulated by the carrier. Please see the USPS tracking number linked to your order receipt for transit updates and estimated delivery times. If you have issues with USPS tracking or delivery please email us at orders@kodaandkel.com
International Shipping
We currently offer paid international shipping options to a variety of destinations through USPS, UPS, FedEx and DHL. Carrier rates apply and vary by location. Tracking and insurance are recommended for all international orders. Additionally, you are responsible for any customs fees and VAT charges that may apply.
*Please note that international orders may take up to 8 weeks for delivery. Koda & Kel LLC is not responsible for any delays or lost packages once the order has left our possession and is in transit with the carrier. Buyers are responsible for any customs and import taxes that may apply.
Local Delivery
Local delivery is available for addresses located within 10 miles of Macomb, MI. If your destination location qualifies, the option can be selected at checkout as an alternative to traditional mail carriers. Local delivery fee is currently a flat rate of $3 but is subject to change at any time without notice. Current local delivery times are 1-3 business days (not including order processing time). You will receive an email or text notification when your order is prepared for delivery and a notification when it has been delivered. If you have any questions or issues with local deliveries please email us at orders@kodaandkel.com
COVID-19 & Holiday Shipping Delays
Why is my package running late?
Due to the high volume of packages and employment shortages for the USPS during the COVID-19 pandemic/holiday season, your delivery may be delayed. Unfortunately, Koda & Kel cannot control the shipping speed once the package is already in transit with the carrier. We apologize for any inconveniences and appreciate your patience. If your order is delayed for more than 2 weeks from the date it was shipped, please contact us and we’ll try our best to work with the USPS to locate the package.
If you need an order delivered sooner than the estimated date or by a specific date, we'll try our best to accommodate. Please contact us before ordering within 72 hours of the desired delivery date. Fill out of contact from or email us directly at sales@kodaandkel.com and allow at least 12 hours for reply before placing your order. Shipping priority upgrades may incur additional charges. Rush order fees may apply.
