Terms and Conditons for Our Craftsman Built Gear

Terms and Conditons

All prices are listed in United States Dollars and include Sales and Use Tax as required by the City of Los Angeles, California.

Prices are liable to change at any time, but changes will not affect orders that have already been placed. Despite our best efforts, it is possible that some products might be incorrectly priced. In this case, we will always try to honor whichever price is lower; however, we always reserve the right to cancel the order of an incorrectly priced item.

We use third-party payment processors to complete all transactions, including purchases through the checkout page, invoices, and returns. We accept payment by most major credit and debit cards.

Please be aware that online payment transactions are subject to validation checks by your bank or credit card issuer. We are not responsible if your card issuer declines to authorize payment for any reason. Please also be aware that international orders may be subject to an additional charge by your credit card issuer.

In some cases, a purchase might be declined by your bank or credit card issuer due to routine and beneficial protections against fraud and identify theft. This situation occasionally arises for K9 Moto Cockpit purchases due to the amounts involved. In most cases, the situation is easily resolved by calling the bank or credit card issuer to inform them of and approve the purchase. They will record a note in their system and will inform you to rerun the online purchase.

If you have any questions about placing an order with us, please reach out to us through the contact us form and we will help you in any way that we can.

Warranty

NOTE: This warranty does not cover K9 Moto Cockpit (see the K9 Moto Cockpit Warranty below).

Your RUFFLY craftsman built gear will be free from functional defects in material and construction or we will refund the full purchase price. Our money-back guarantee also covers any unreasonable defect or failure that present through normal and correct use of the item(s).

We aim for your highest satisfaction and and enjoyment of your craftsman built RUFFLY gear. However, please note that each and every item is sewn, cut, assembled, welded, and/or hand-stitched by individual craftspeople, not by computer-operated machines. As such, each article is unique and might differ to a modest degree from the model(s) shown on our website.

If you are not satisfied, you can return any unused item for a full refund of the original purchase price. Refunds do not include the cost of shipping. If the order included free shipping, then the cost of shipping will be deducted from the purchase price.

Please note that our warranty does not cover:

• Improper use or misuse of the product

• Damage caused by chewing and scratching

• Damage caused by cleaning, disassembly, alteration, or modification in any way not specifically recommended by RUFFLY

If you have used the item and you do not feel that it performed or held up as expected, we may contact you to request additional information. While we reserve the right not to accept any used item for return or exchange, we will always make our best effort to reach a satisfactory outcome.

K9 Moto Cockpit Warranty

Your K9 Moto Cockpit is craftsman built by artisan metalworkers and upholsterers. We use industrial tools and machines to raise quality and lower prices, but each unit is individually made by skilled craftspeople.

We warranty the quality of our workmanship. If you identify a minor defect in the upholstery, we may ask you to seek a remedy locally, such as a repair or patch from a luggage repair shop, and we will reimburse the expense. In the case of a more pronounced defect, we might provide an Upholstery Replacement set.

All sales are final and K9 Moto Cockpit models are not eligible for returns or exchanges. So, please use our size guide before making your purchase and contact us with any questions about proper fit. For all custom models (i.e. not Off-The-Shelf models) we ask each customer to perform a sizing exercise prior to beginning the build.

For custom models (Custom Upholstery and Custom Upholstery + Mounting) orders may be cancelled prior to approval of the mounting design. In the case of cancellation during the mounting design, a fee may be withheld from the refund to reimburse the design work already committed. If the design is cancelled in: Step 1 (Mugshots) – no fee withheld, Step 2 (Measure) – $100 withheld, Step 3 (Remeasure) – $175 withheld. Once you approve the mounting design the order is no longer eligible for cancellation.

We notify you when your custom model Cockpit is ready to ship and we may ask you to confirm your shipping address prior to processing the shipment. You are responsible for the address you provide to be correct and to ensure that the location is safe and accessible for the delivery of the package. Rerouting of packages once shipped might not be possible and you will be responsible for any fees incurred.

Please note that our Cockpit Warranty does not cover any damage due to inspection or manipulation by customs or transportation authorities.

In the rare case that your Custom Mounting model Cockpit does not install adequately on your vehicle, we will ask you to participate in a resolution process that aims to identify the (a) cause of the issue and (b) what hardware modification or replacement will resolve the issue. If the build does not reasonably match the customer-approved specifications described in the mounting design, then we will assume the responsibilty to resolve the situation. In this case we will inform you if we will replace the affected hardware or reimburse the expense of having it altered locally. If the defect or failture to install adequately results from an error in the customer-approved measurements or design, we will provide all reasonable support and guidance towards a resolution but we do not reimburse expenses.

Shipping

As soon as your order ships we will send you an email with the carrier and tracking number (if available) so that you can follow the package’s progress and your dog can be ready to bark at the delivery truck when it arrives at your doorstep.

We apply standard shipping rates at checkout based on the type and weight of the items in your order and how soon you need it.

We provide free international shipping on gear and Cockpit accessory orders of $250 and above. The following items do not quality for free shipping:

• Cockpit Upholstery Refresh
• Cockpit Cushion Replacement
• Cockpit Baseplate Replacement
• Cockpit Mounting Replacement

We reserve the right to select the method and carrier for free shipping.

Your shipment may be subject to tariffs your country imposes on goods imported from Guatemala. We do our best to avoid or minimize any customs duties, but we are not responsible for duties or any related fees.

If you need to cancel or change an order once it has been placed, contact us immediately. We prioritize getting orders out the door so sending an email might not get our attention so we highly recommend calling and leave a message if it goes to voicemail! If the item has already shipped, then we’ll process your change or cancelation as a return and you will be refunded your purchase less the shipping.

Rerouting of packages once shipped might not be possible and you will be responsible for any fees incurred.

Returns and Exchanges

NOTE: K9 Moto Cockpit is not eligible for return or exchange (see the K9 Moto Cockpit Warranty above).

For more information about what items are eligible for return or exhange, see our warranty above.

We reserve the right to process exchanges as returns depending on the circumstances.

To initiate a return for a non-custom item, click the button below and complete the form.

If you have already used the item and you do not feel that it performed or held up as expected, we may contact you to request additional information. While we reserve the right not to accept any used item for return or exchange, we will always make our best effort to reach a satisfactory outcome.

To be refunded the full value of the item it must be clean and free of dog hair. Items requiring cleaning or removal of dog hair may be denied refund or charged a cleaning fee.

Once your returned item is received, reviewed, and approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. It generally takes between two (2) and five (5) business days to process a refund and/or to ship the replacement item in the case of an exchange. We will notify you as soon as your return/exchange has been processed.