Frequently Asked Questions

Need help finding the right collar or checking on an order? You’ll find answers below. If you still have questions, email help@dukeandfox.com. We’re happy to help!

Sizing & Fit

How do I choose the right collar size?

Measure your dog’s neck where the collar normally sits, then compare that measurement with the chart on your chosen product listing. Our measurements refer to neck circumference, not the collar’s total length. Please note our regular collar sizing differs from the Fi Collar sizing.

Visit our collar sizing page or follow our step-by-step measuring guide.

Should I size up for extra room?

Please don’t size up unnecessarily. Our standard sizing is designed for a comfortable fit while helping keep embroidery visible. Ordering a larger collar and adjusting it down can cause the name or phone number to fall under the adjustment area.

What if my dog falls between sizes?

We offer custom sizing! Choose the closest size and include your dog’s exact neck measurement and custom-sizing request in the order notes. If you’re unsure which option to select, contact us before ordering.

How should the collar fit?

Once adjusted, you should be able to slide two fingers comfortably between the collar and your dog’s neck. It should sit securely without pinching, hanging loosely, or easily slipping over the head.

Check the fit regularly, especially for growing puppies.

Do standard collars and Fi-compatible collars use the same sizing?

No, please use the chart for the specific collar you’re purchasing and check our Fi collar sizing guide.

Personalization & Buckles

Can I choose embroidery, an engraved buckle, or both?

Yes—where offered on the listing, you can choose embroidery, buckle engraving, or both. Select your preferred personalization option and enter the details in the corresponding fields.

Browse our personalized dog collars to see available designs.

What information should I put on the collar?

A name and current phone number are useful choices. Double-check spelling, numbers, and your selected options before submitting your order.

If you’re unsure whether your wording will fit, email us before purchasing.

Which buckle do you recommend?

Plastic is our first choice for everyday durability. It avoids the scratched metal finish that can develop on other buckle styles and is a great option for quieter hardware.

Gold, silver, and hybrid buckles offer a polished look. Available options depend on the collar listing.

Read our complete buckle guide for help choosing.

Can engraved buckles scratch or fade?

Yes. Metal finishes can show scratches with use, and engraving can become harder to read as the buckle wears.

Plastic doesn’t engrave as distinctly as metal-faced options. Depending on wear and tear, its engraving can fade or eventually disappear. Check personalized contact details regularly.

Will my collar look exactly like the photo?

Pattern placement can vary because each piece of fabric is cut individually. The appearance of a print can also differ across collar widths. Buckle styles may vary.

Materials & Collar Care

Where are Duke & Fox collars made?

Our collars are handmade in-house in the USA. Duke & Fox is located in Jonesborough, Tennessee.

How do I wash a fabric collar?

Close the buckle, place the collar in a laundry bag, and wash on a delicate cycle with color-safe detergent. Lay flat to dry. The bag helps protect embroidery from snagging.

Follow any additional care instructions on your product listing.

How do I clean a BioThane® collar?

BioThane collars are easy to clean with soap and water. Rinse away residue and dry the hardware.

Explore our BioThane dog collars.

Which collar should I choose for frequent swimming or rugged activity?

Our fabric collars aren’t recommended for frequent swimming or rugged wear. Consider our BioThane options and check the product details to choose a style suited to your dog’s routine.

Fi-Compatible Collars

Do you offer collars for Fi trackers?

Yes! Visit our Fi collar collections to explore the available options.

Confirm the tracker model and sizing requirements on the exact listing before ordering.

Is the Fi tracker included?

It depends on the product. We offer collar-only options, listings with Fi included, and Fi Mini options. Read the selected listing carefully to confirm what comes with your purchase.

Can I use my usual Fi size?

Please compare your dog’s actual neck measurement with our chart. Duke & Fox sizing can differ from Fi sizing.

If you need help, send us your dog’s neck measurement, tracker model, and the collar you’re considering.

Orders & Shipping

How long will it take to make my order?

Please allow 5–7 business days for production before shipping. Busy periods and holidays can extend turnaround times.

Production time and delivery time are separate. See our Shipping & Production page for details.

Will I receive tracking?

Yes. When your order ships, a shipping notification with tracking information is sent to the email address provided at checkout.

If you can’t find it, check your spam folder or contact us with your order number.

Do you offer free shipping?

We currently offer free shipping on domestic orders over $75. Check the shipping options shown at checkout for your order.

What should international customers know?

International delivery times vary. Customers are responsible for applicable customs fees. Please allow for possible customs and holiday delays.

Can I change my order after placing it?

Contact us immediately with your order number and the requested change. Changes are rarely possible once production begins, so please review all details before checkout.

Returns, Mistakes & Product Issues

Can I return or exchange a personalized collar?

Our personalized, made-to-order collars are nonreturnable and cannot be exchanged. Please check sizing and personalization carefully before ordering.

Read our Returns & Exchanges policy.

What if Duke & Fox made an error on my order?

If we made your collar differently from what you ordered, we’ll replace it at our expense, exactly as originally ordered.

Email help@dukeandfox.com with your order number, a description, and clear photos.

What if I entered the wrong information?

Contact us with your order number and details. If the mistake was entered on your order, we can offer a discount toward a replacement.

What if I ordered a collar that’s too large?

Contact us about shortening it. An oversized collar can cause embroidery to be covered when adjusted down.

Do you offer a warranty?

Within six months of receipt, we cover naturally failed sewn seams and broken internal buckle components. Chewing, torn fabric, scratched hardware, staining, and ordinary wear aren’t covered.

Send your order number and photos so we can review the issue.

Still Need Help?

Email help@dukeandfox.com or call 423-788-4443.

For order questions, include your order number. For sizing help, include your dog’s neck measurement and the collar you’re considering.