Frequently Asked Questions

Where is my order? Why does it take so long?!?!

Many of our artisans craft these items in their homes, not in our studio, making it difficult to always be aware of where your item is in the process of being made. We value being able to give some of our artisans the freedom to work from their homes. This gives them freedom to work when they want, put their family first, and pass their craft down to their children. A culture rooted in family, tradition, and craft is an important one to honor and we are thankful for the opportunity to facilitate that. 

All of our items are made to order, and often ship in 4-6 weeks. As soon as your item ships, we will email you a tracking number so you can follow it on its journey. If you have not gotten an email with tracking by the 4 week mark, feel free to email us (support@straydogdesigns.com) with your order number, asking for an update. If you email asking before the 4 week mark, we will likely just remind you that the lead time is 4-6 weeks.

*Please note that we are currently not able to expedite any shipments & that sometimes made to order items can take longer than originally quoted*

For all shipping policies click here.

 

Paper maché? Isn't that like....paper?

All paper mache products have iron skeletons, the paper mache is applied onto them. Each item will have 2 coats of no VOC paint, and a water based, non-toxic polyurethane finish. Our paper mache collection can withstand damp bathrooms, outdoor porches, and the occasional aggressive FedEx delivery person. Tables, stools, and other furniture items are normal weights and have normal durability. Chandeliers, decor, and lighting products with more delicate detail can be fragile. Treat it kindly and it won't break on you. If someone or something is not so kind to it and it does break, shoot us an email with pictures of the damage and we can send you a repair kit with instructions on how to best fix it.

 

Can I order color swatches?

 

Sure thing. They're not so fancy. The important thing is, with the exception of Stray Dog Pink & Stray Dog Aqua (colors we developed 20 years ago), all colors are Benjamin Moore colors and Benjamin Moore color NAMES. Here are the colors and color codes:

Antiguan Sky    2040-60

Bahaman Sea Blue    2055-40

Chartreuse    2024-10

Douglas Fir    2028-20

Down Pour Blue    2063-20

Eraser Pink    2174-50

Forest Moss    2146-20

Kingsport Gray    HC-86

Lemon Grass  339

Pumpkin Blush    2156-20

Red    2000-10

Stone Harbor    2111-50

Twilight Magenta    2074-30

White    Ultra Spec 500

Stray Dog Aqua - Very close to Sherwin Williams Rivulet 6760

Stray Dog Pink - Very close to Sherwin Williams Dragon Fruit 6855

 

Can I use a custom color?

Yes! There is a custom check box on *most of our products. Write your Sherwin Williams Paint color name and number in the box and we will paint your item that color. There is a $100 up charge per item for this custom color option. 

 

Custom + bespoke orders?


Absolutely. Do you have a design in mind? Our artisans can make just about anything. OR do you want to customize some sizes on an existing Stray Dog product? Just shoot us an email with a sketch of the product that includes measurements, colors, and other important specs. Once received, we will consult with our designer and get back with you. Custom orders can take up to 8-10 weeks and cannot be returned. 

 

What about returns?

You have 30 days to return your item, in all original packaging, undamaged. You are responsible for return shipping, in addition to a 20% restocking fee. You will not be refunded for shipping. We currently do not provide return labels unless items are damaged. We recommend using a shipping service with tracking in order to secure your package makes it back to our facility. 

Going to return your item? Here's how it works: email support@straydogdesigns.com with subject line "RETURN" with your order number. We will email you a Return Slip to put inside of your box with some additional details. Once received, we will issue you your refund!

 You may not return items that were bought on sale.

Damages?

We hope not. But we do understand they can occur. If they do, please note the following:  Customer must notify Stray Dog Designs immediately to report any damage or shortage. All claims must be made within 7 days of receiving. We will not be responsible for damages after 7 daysPhotographs will be required of the package and the item itself to validate a damage claim and determine best course of action to solve the issue. To make a claim: email detailed pictures of damaged items and the original packaging it came in to: support@straydogdesigns.com with subject line CLAIM along with your order #.

If your product arrives by LTL FREIGHT, all damages MUST BE NOTATED on the bill of lading. Failure to notate such damage will result in your loss. If you see any damage to the carton upon receiving, please photograph and notate on the bill of lading.

 

Care

So you have a Stray Dog product! Congrats! Isn't it great? Or maybe you're just apprehensive about how one would clean and care for a product as it grows into your home. Good news, it's easy. Take a damp rag and gently wipe the surface of the item. Boom. 

 

Will I be charged sales tax on my order?
Only if your order ships to a Tennessee address, in which case Tennessee state sales tax will apply.