Policies + FAQ's

Processing Time
All of our products are made-to-order and always bespoke. Orders are crafted in the order they are received and are currently processed within 3-5 weeks.

Please note: Processing time refers to the time it takes to craft your order and does not include shipping time.


United States Shipping
Ground Advantage (5-8+ business days)
Priority Mail  (1-3+ business days)
Cost for either service depends on location.

Canada Shipping
UPS Standard (5-8+ business days)
DHL Express (5-12+ business days)
Cost for either service depends on location.

International Shipping
DHL Parcel Standard (5-12+ business days)
First Class International (8-12+ business days)
Cost for either service depends on location.

Please note: Cross Winds Leather does not collect duty/tax on International orders at checkout. CWL products do fall under the USMCA/CUSMA agreement and this has been helpful with alleviating added duty/tax or other charges for Canadian customers, however these charges are still the customer’s responsibility if they occur.


Lost, Stolen or Incorrectly Delivered Shipments
Please ensure your address is correct while completing an order as we do not allow requests for address changes once an order has been placed.

Cross Winds Leather is liable for your order until it is picked up/dropped off with the carrier. Once the carrier receives it, we are not held wholly responsible for shipping and delivery.

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 carefully after placing it to ensure all selections are correct.

If you need to cancel your order for any reason, please contact us within 2 business days of purchase. Cancellation requests submitted after this time will not be accepted.

Approved cancellations will be refunded within 15 days of the cancellation date. If your refund has not posted after 15 days, please contact us.

Due to the bespoke and made-to-order nature of our products, all sales are final. Cross Winds Leather does not offer returns, exchanges or refunds for any reason on any item, including but not limited to:

• Climbing Rope Gear
• All-Leather Gear
• Fi-Compatible Collars
• Name Plates
• Ready-to-ship products
• Gift cards and/or vouchers
• Custom products outside of our made-to-order catalogue

If you experience a hardware or workmanship defect while using our products, please contact us and provide more details. Your case will be thoroughly reviewed and you may be eligible for a one-time repair or replacement at our discretion.

This warranty does not cover damage caused by accidents, water, chewing, normal wear and tear, or the natural aging of 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. 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.

Repair and alteration requests may be available for reasons including, but not limited to, cases not approved under our Limited Warranty or orders that included incorrect sizing information. All requests are reviewed and accepted at our discretion.

Repair and alteration costs typically range from $15-$50+ USD, depending on the nature of the request. Shipping costs will be discussed on a case by case basis.

To request a repair of alternation, please contact us and provide additional 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.

While participating in this program, you can return your puppy’s collar for an updated size up to three (3) times. Cross Winds Leather will donate each returned puppy collar to a local shelter.

* The rope and leather wrap color combinations must stay the same for all collars.

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 (best for maintenance)
• Pharmakas Beeswax Leather Cream (best for drier months/more intense conditioning treatments)
  

Acorn: 9/10 oz, medium/firm temper
Hazelnut: 10/11 oz, firm temper
Cherry Oak: 9/10 oz, medium/firm temper
Black: 9/10 oz, medium/firm temper
Blue Spruce: 9/10 oz, medium/firm temper
Scarlet: 9/10oz, 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.

Since all of our products are made-to-order, it is crucial that you review sizing information provided in each product description and provide accurate measurements before purchasing.

Cross Winds Leather does not offer returns, exchanges or refunds for any reason on any item. We guarantee all gear will be made to to the measurements provided to us in an order (within a margin of ~0.25"). If you need further assistance with sizing, please contact us.