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Frequently Asked Questions

You Asked, We Answered

Returns and Exchanges

All of our products are checked before they are mailed out to the customer. We offer amazing quality, but because every product is hand made, sometimes things may happen and slip by us. 

If your products breaks within 30 days of purchase, please contact me. You must provide a photo of the damaged product and we will see what we can do from there as some products are limited edition and cant be remade. A replacement of another item may be offered instead. 

If you wish to return an order for any other reason please message me. In order to receive a refund for your purchase, the product must be returned within 14 days of original purchase and be in the same condition it was shipped. 

Custom orders with a pets name cannot be returned for a refund. 

We are not responsible for normal wear and tear. We also can not be held responsible for damage due improper care/washing. Treat all products as delicate items. 

** ALL PREVIOUS "DIESEL'S DESIGNS" BRANDED PRODUCTS CANNOT BE RETURNED INCLUDING WHOLESALE ORDERS**

Care for our products

Scrunchies, Bandanas and Accessories are to be treated gently, hand washed in cold water and air dried. The elastic in a scrunchie may shrink or expand if exposed to high temperatures a washer and dryer can reach. Always treat as a delicate when caring for. 

How do I custom order a Cedar and Fernie product?

You can use our "Contact Us" page to send over an e-mail about what you're looking for or you can use our "Shop" page to order pre-made products.

The easiest way to reach out for a custom order is to message us on instagram. We have over 100+ different types of fabrics, we like to make each experience as personal as we can so that you can have the best for your pet.

What if my Bandana doesn't fit? 

*Bandanas with a custom name cannot be returned.

If your bandana doesn't fit you can ask to exchange it within 14 days for the appropriate sizing. Please be sure to measure your pets collar before buying. If your'e unsure please contact us.

Do you offer local pickup?

Yes!

We offer local delivery in the West Kootenay's. We offer local delivery in Trail, Genelle and Castlegar. When selecting Trail pickup please wait for your confirmation email before picking up. This is not our personal property. Please be respectful and only take your order unless other arrangements have been made.

 * pickup in Genelle and Castlegar can be done by contacting us only. 

Do you offer wholesale orders?

Yes!

We offer wholesale ordering. Send us an email to ask about our wholesale pricing and requirements. We'd love to work with you and have you carry Cedar & Fernie products.

We also offer commission options for our products. If your business runs off commission send us a message and let us know  your rates and we will send over all of our information.

* only commission based contracts can exchange seasonal items back.

What if my order doesn't arrive?

If your order doesn't arrive in the mail within 15 days please contact us. Unfortunately shipping is out of our control so please contact Canada Post about your order with your tracking number. 

Please note all our small packages are sent without tracking. If you wish to obtain a tracking number you will have to select the correct shipping at checkout. 

Please contact us if you have any further questions

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