Policies + FAQ's

Processing Time
2 weeks at the most, please see the Fulfillment Queue for live updates.

United States
Ground Advantage (5-8 business days)
Priority Mail  (1-3 business days)

Cost for services depends on location.

Free Shipping on orders $200 or more

Canada
Flat rate $18 USD (5-10 business days)

Please note, Cross Winds Leather does not collect duty/tax for International orders. However, we do comply with the CUSMA agreement, which may alleviate these charges for our Canadian customers. This process has been successful but it is not a guarantee. Therefore, duty/tax charges are still the customer’s responsibility if they occur.

International
Flat rate $25 USD (5-10+ business days)

Please note, Cross Winds Leather does not collect duty/tax for International orders. Duty/tax charges are the customer’s responsibility.

Lost, Stolen or Incorrectly Delivered Shipments
Cross Winds Leather is liable for your order until it is dropped off at the carrier. Once the carrier receives it, we are not held wholly responsible for shipping and delivery.

Please ensure your address is correct while completing an order. If you made a mistake, please contact us within 48 hrs after your order was placed so we can update it in an appropriate amount of time.

If your order is lost or stolen while in transit, or delivered to an incorrect address, we encourage filing a claim with the carrier, as we will not process a refund if this occurs.

If your order is undeliverable and returned to us, please contact us so we can resend the order. Shipping charges to resend will be invoiced upon approval. The original order and shipping charges are non-refundable if your order is undeliverable.

Please review your order after it is made to ensure you’ve made the correct selections that you wanted for your order.

If you need to cancel an order for any reason, please contact us so that we may cancel it and send a refund. Refunds will go through within 15 days upon the cancellation date. Please contact us if a refund is still pending beyond 15 days.

Please make sure to contact us within 48 hours after your purchase was made as we do not accept cancellation requests after this time period.

Please inspect your order upon delivery. If for any reason you are not satisfied with your order, we encourage you to contact us as soon as possible so we can find an effective solution.

We do not accept return or exchange requests after 10 days following the delivery date. We also do not accept these requests for rope or leather collars, custom orders, gift cards or vouchers, on sale or ready to ship items or any Cross Winds Leather items purchased from a third party.

To request a return or exchange, please contact us and provide more details. We will provide further instructions. Upon approval, we will email a return label and refunds will go through within 15 days once we receive your return. Please contact us if a refund is still pending beyond 15 days. Original shipping charges are non-refundable for customers within the United States.

Please note, we cannot create return labels for customers outside of the United States. A label must be bought through a carrier by the customer in this case. We understand this is an inconvenience; therefore, upon approval, international customers will receive a refund for the original shipping charges.

Items that are returned to us must be in the same condition as you recieved them; returns that include used or altered items will not be accepted.

Please ensure that a return or exchange request is completed and approved before sending a return; items that are returned to us without prior approval will not be accepted.

We guarantee our products for life against defects from manufacturing and workmanship. If you experience a defect while using our products, you can return your item to us for a repair without charge; shipping costs will be discussed case by case.

This warranty does not cover damage caused by accidents, water and/or chewing, normal wear and tear, or the natural aging of colors and materials over time and use.

Disclaimer: Patina and small nicks on the leather can occur under normal use and the rope can pill on the surface if dragged. Hardware and chicago screws should be checked regularly to make sure they are working properly. Screws can loosen despite using loctite, so it is best to make sure they are tightened every so often. Leather is not waterproof and can become dry, crack and even break without proper care, especially after it is submerged in water. To avoid this, it is recommended that the leather pieces are conditioned once every few months; see the product care guide to learn more.

For warranty inquiries, please contact us and provide more details.

Repair and alteration requests are available if a case is not approved for our Limited Lifetime Warranty. These costs range from $15-$50 USD depending on what is requested; shipping costs will be discussed case by case.

To request repairs or alterations on an item please contact us and provide more details.

Local Customers Only

The Puppy Collar Recycle Program gives you the opportunity to save money while your puppy grows while simultaneously giving back to our community.

• Please contact us if you’re interested in participating. Once approved, an invoice will be created for the price of one rope collar* of your choice + shipping; promotional codes cannot be used. 
• Your puppy’s new collar will be made and shipped with a free return label and return packaging. When your puppy is close to outgrowing their collar, please return it to us with their updated size information.
• Once the return is received, an invoice for only the difference in size category (if the category changes) as well as shipping will be emailed to you.

This process can repeat until your puppy is officially grown! Cross Winds Leather will donate each returned puppy collar to a local shelter.

* The rope and leather wrap color combinations must stay the same; we suggest choosing a rope color from our main products collection to ensure a smooth process.

Rope 
If the rope is moderately dirty, it can be cleaned by carefully dry brushing with a soft bristle brush. If the rope needs more than this, please do the following:

• Hand wash in cold water using a light detergent
• Make sure leather pieces are not submerged in water for very long
• Rinse and let dry in a dark/shaded area
• Make sure to condition leather pieces after the entire product is dry
• Please do not machine wash

Leather 
Condition leather once every few months for outlasting performance. Products we suggest:

• Bickmore Bick 4 - leather lotion blend including neatsfoot oil

August 2024:
Acorn: 9/10 oz, medium/firm temper
Cherry Oak: 9/10 oz, medium/firm temper
Black: 9/10 oz, medium/firm temper
Pumpkin Spice (special edition): 9/10 oz, medium/firm temper

The leather used for handles and all-leather leashes, collars and accessories is full grain, vegetable tanned, bridle leather; you can read more about where our leather is sourced here. Each batch can be unique, as leather is not always going to be the same from hide to hide. This list will be updated as needed so you know exactly what to expect when you receive your Cross Winds Leather gear. We aim to source leather that ranges from 8-10 oz which roughly translates to 3.2mm-4mm range in overall thickness. Temper refers to the way the leather feels and how pliable it is. We aim to source leather that's a balance between medium and firm, as this is the most comfortable while in-hand for handles. Firm temper does not mean it will never be pliable, but it can take time to break in. Medium temper can feel as if it is broken in from the start.