Policy

Order wait times typically range from 1 to 8 weeks, depending on capacity.
In some cases, wait times may extend to 16 weeks. Orders are not eligible for a refund before this period has elapsed.
As a disabled artist, all items are handmade using a single machine. While I do my best to meet timelines, unexpected delays may occur. Your patience and understanding are greatly appreciated. Please do not order from us if you are not comfortable with this.

Refunds are only provided if there is an issue caused by Jennifer Costa.
No refunds will be issued for:
- Incorrect sizing provided by the customer.
- Dissatisfaction with color choices.
- Bulk orders, due to the special-order nature of materials.
- Custom Orders
Refunds are considered on a case-by-case basis. If you have concerns, please reach out to discuss potential solutions.

If Jennifer Costa has made an error with an order, repair services will be offered to correct the issue.

Customers must report any damages or issues within 1 week of delivery.
If issues are not reported within this timeframe, they will be considered a result of use or mishandling.
If damages are reported after the 1-week period, repair services may still be available but will be subject to a repair fee, which will be communicated and approved before any repairs are made.

Customers are responsible for having all gear tested by a veterinarian to ensure it meets their dog's needs.
Jennifer Costa is not liable for any damage to the product, dog, or handler due to improper use.
Gear is not designed for heavy mobility work and has not been veterinarian tested.
Jennifer Costa is not responsible for any resulting damage from improper use.

Jennifer Costa reserves the right to refuse service to anyone for any reason.
Orders may be declined if they violate policies, infringe upon others' rights, or are deemed inappropriate or unlawful.

Items labeled as "service dog gear" or featuring "service dog" labels are intended exclusively for task-trained service animals as defined by the Americans with Disabilities Act (ADA).
Jennifer Costa reserves the right to verify the legitimacy of a service animal if there is suspicion of misuse or non-compliance with ADA regulations.
We may ask ADA-permitted questions to determine whether the gear is being used appropriately.

Gear labeled "therapy dog" is intended exclusively for legitimate therapy dogs.
Jennifer Costa reserves the right to verify the legitimacy of therapy dogs if there is suspicion of misuse or non-compliance with relevant regulations.
Customers are responsible for ensuring that therapy dog gear is used appropriately in accordance with the guidelines set by therapy dog organizations or programs.

All items are subject to a margin of error of up to 1 inch in either direction. This variation is minimal and will not result in a noticeable difference in fit or appearance.
To ensure the best fit, customers should double-check their measurements before ordering. If you need assistance, I am happy to provide guidance.
Some designs may include adjustable straps, buckles, or elastic elements that allow for slight flexibility in fit.
Due to the custom nature of my work, I do not accept returns or exchanges for sizing issues.
Certain fabrics and materials may have slight stretch or give over time, subtly affecting fit.

If your order includes custom embroidery or text, a digitized proof will be sent for approval before production begins.
It is the customer’s responsibility to carefully review the proof for any spelling, formatting, or design errors.
Once the proof is approved, any mistakes found after embroidery has been completed will require a paid correction fee to fix the error.
Any corrections or rework due to spelling errors will also incur an additional wait time, as the item will need to be redone within my regular production schedule.

If a customer provides an incorrect or incomplete shipping address, leading to an unsuccessful delivery or reshipment, Jennifer Costa reserves the right to charge the customer for additional shipping costs.
Customers are responsible for ensuring their shipping address is accurate at checkout.

Jennifer Costa is not responsible for shipping delays caused by carriers or other factors beyond control.
Jennifer Costa is not liable for lost, stolen, or damaged items during transit.
If an item is lost, stolen, or damaged, customers must file a shipping claim directly with the carrier in accordance with their policies.
If needed, Jennifer Costa will provide documentation or reasonable assistance to help facilitate a shipping claim.