Service

On line ordering and payment info

In-house card processing We process all credit card charges in-house, here in our offices. What that means to you is that you will not be required to sign up for a third party payment service. Your transaction is strictly between the two of us. Your credit card statement will reflect a charge from Sylvan & Sons, not Christmascollars.com.

Secure servers We use secure servers so your credit card information is safely transferred to us for processing. 

If you're uncomfortable using your credit card online, we'll be happy to take your order over the phone. Please contact us by phone.

Order notification After you place your online order you will receive an automatic reply from the web site that includes your order information. If you do not receive an automatic notice, either your email address was entered incorrectly, or your order did not get placed. Please contact us by phone or Email if you do not get an automatic notice.

Shipping notification We send a shipping notification on the day we ship your order so that you know what day your order was pickup up by UPS. If you do not receive this notification by the end of the day on the day after you placed your order (or the following Monday) please contact us by phone or Email. Either your email address was entered incorrectly or the order was not completed.

Shipping info

Delivery Times. We ship each weekday, and most orders go out within 24 hours or less from the time they are placed. We do not ship on Saturday or Sunday, orders that are placed on the weekend ship on Monday. Orders placed after 3pm eastern time usually ship the next day, if the order is placed before 3pm it usually goes out the same day it was placed. Days for delivery are  shown below.

Delivery time

How many days?  If you live in Florida or southern Georgia you may get your package the day after you place your order! Wow! Packages will take 2 - 3 days to be delivered in the broader southeastern states. 3-5 Days for most of the rest of the nation. The west coast usually takes 5-6 business days for delivery, depending on how close you are to a major metropolitan center. We do ship to Canada, Europe and Asia. Outside the USA there is an additional charge because the package must be shipped UPS Worldship.

Faster Service. Shipping can be upgraded. 3-day select is a very cost effective upgrade if you are in a hurry. The additional cost for upgraded service is calculated during checkout when you select the upgraded service. Note: UPS doesn't count the pickup day in delivery times. So if you place an order after our 3pm eastern time cut off on a Monday, UPS will pick up your order Tuesday and deliver on Friday. Next day air packages are delivered the day after they are picked up, and 2nd day air packages are delivered 2 days after the day they are picked up.

Christmas Rush! We will be shipping Next Day Air packages on December 23rd! Next Day and 2nd Day air packages will be delivered by UPS on December 24th, Christmas Eve. However regular ground packages must arrive at their destination by Monday December 23rd. Please plan your shipping times appropriately if a package must arrive before Christmas. If you're not sure, contact us by phone or Email and we'll help you figure it out.

Gift Shipping. We can ship your order to directly to someone other than the person who placed the order. If you would like to have a gift sent directly to your friends or family, just fill in their address under "shipping address" during checkout, and fill in your address under billing address. 

Tracking. We ship via UPS so that we have the ability to track your package, if it has not arrived within an appropriate amount of time, please contact us immediately and we'll track it for you or give you the tracking number so that you can do it yourself. Shipments are not lost very often, but it does happen once every couple of years, so let us know right away if you suspect your order is late or lost.

No PO Boxes! UPS does not deliver to post office boxes, we must have a street address for delivery.

Guarantee

All Sylvan & Sons, Genuine Dog Gear and Christmascollars.com products are 100% unconditionally guaranteed for life, (including chew damage!) Our products are color fast, machine washable, and drop & drool resistant. Any item that doesn't meet your satisfaction may be returned for a full refund at any time. Yes, anytime. This is not a 30 day offer, it is good for a lifetime. How can we afford to make such an offer? We've found that our customers are so happy with their purchases that they not only don't return our products, but come back time and time again to purchase additional items for themselves and others. A long history of satisfied customers gives us the confidence to offer you this exceptional return policy.

Returns

To return an item. Should it be necessary to return an item, simply send the item to: Sylvan & Sons 17714 Simms Rd Odessa, FL 33556. You must include your name, or the name of the person who placed the order, the credit card number that the item was charged to a return address and a phone number for us to call if we have any questions. We don't keep credit card information on file! So the original credit slip or a copy of the credit card number and expiration date is a must! Without this information we won't be able to issue a refund. With this information, we'll immediately issue a credit and mail you a copy of the credit slip. If you have a question for us before returning an item, please contact us by phone, or by Email.

Customer Service

Call us  We can help you with questions, take orders over the phone or track packages, Monday through Friday from 9am to 5pm eastern time. Call toll free 800-292-6393. If those hours are not convenient for us, you can call us 24 hours a day and leave a message. We'll make every effort to contact you. Please leave a phone number where we can either reach you or leave a message for you during our office hours. 

E-mail. To send us a questions via Email click here, we'll reply as quickly as possible. Again, we can answer your email, Monday through Friday 9am to 5pm eastern time.

If your not comfortable ordering online, please contact us by phone.

Privacy

Our Privacy Policy is very simple, we do not share, trade, sell or give out any information to any body or company. Never, ever. 

Stayed tuned! Check back!

Coming soon Specials on shipping, price reductions and free offers are coming in the future. If you'd like us to contact you, please join our mailing list, contact us by phone or Email. Let us know what you're interested in, and we'll contact when the time is right.  

Wow what a bunch of stuff, huh? 

I know it seem impossible, but if you still have questions after reading all of this please contact us by phone or by Email. Feel free to contact us with any questions or comments regarding our products, our web site, our policies or procedures. Please ask for Dawn, she loves to help people and is great on the phone! I'm overworked and grumpy so you'll be much happier talking to her.

Thank you!

Thank you for considering our products! 

Linda Martuch, Pres.