Frequently asked questions
Short, plain answers about buying a Collar & Clipboard printable, getting your PDFs and printing them — and about the custom items we make to order from your own photo. If your question isn't here, email us — the address is at the bottom of this page.
What exactly do I get when I buy?
An instant digital download: the PDF pages listed on that product's own page, in US Letter size (the New-Puppy Starter Kit and the New-Kitten Starter Kit also include an A4 copy for anyone printing outside North America). Each product page lists every page we include, so you can read exactly what's inside before you buy. Nothing is shipped, and there is no account and no subscription — it's a one-time purchase.
How do the files reach me after I pay?
Checkout is a secure one-time card payment on our payment provider's page, and you'll get a receipt by email straight away. Once payment is complete, the PDFs you bought are delivered as a download link by email. That link opens a download page where you save your files — each link unlocks only the product it was issued for.
How do I print the PDFs?
Your PDF link opens a download page, and from there you can print at home or take the file to a print shop. All pages are designed for US Letter paper, and the New-Puppy and New-Kitten kits include an A4 version as well. The files are ordinary PDFs, so any PDF reader and any home printer will open them.
Can I print the files more than once?
Yes. Print at home — or at a print shop — as often as you like for your own household. Some products are built to be reprinted: the health & vaccination record is meant to be printed once per pet with pages reprinted as needed, Paws & Plans is undated so the same pages work year after year, and the medication log's pages are made to be reprinted as many times as you need. The only limit is that the files are for your own use, so please don't share or resell them.
How long does my download link last?
A delivery link is time-limited — the download page shows the date it stops working. If your link has expired, or it doesn't open for you, email collarandclipboard@gmail.com with the product you bought and we'll send a fresh one.
A file won't open, or the download page won't load. What do I do?
Save the PDF to your device first and open it there, then try printing from the saved copy. If the file still won't open, or the download page itself reports a problem, email us at collarandclipboard@gmail.com with the product you bought and what you see on screen — if the link is the problem we'll send a fresh one. You can also read more on our Contact & Support page.
Do I need an account, an app or a subscription?
No. Everything is a one-time purchase with no account and no subscription — just paper, a pen and your pets. Buy, download, print, and keep the PDFs somewhere you'll find them again.
Are these products medical or veterinary advice?
No. Every Collar & Clipboard product is an educational and organizational tool that helps you write down and keep track of the care you already give. They are not medical devices, they don't diagnose or treat anything, and they are not a substitute for veterinary advice — always follow your own veterinarian's guidance for your pet.
How do I contact Collar & Clipboard?
Email collarandclipboard@gmail.com — a person answers this inbox, and questions asked before you buy are just as welcome as questions about an order you've already placed. You can also start from our Contact & Support page. Refunds are covered by our Refund Policy.
Custom items
These are the items we make to order from your own photo — the Custom Creations ornament, desk mat, velveteen blanket and stretched canvas. Different process, so a different set of answers: everything below is what actually happens to a custom order.
Can I cancel or change my order?
Before you pay, yes — nothing is charged until you finish the payment page, and your order and your artwork stay saved, so you can come back and pay whenever you're ready.
After you pay, no. Your approved artwork goes off to be made specifically for you, so your piece can't be resold or restocked. That's the trade-off of a one-of-a-kind item, and it's why we ask you to check the preview carefully before you approve it. We can't refund a change of mind.
What if my item arrives damaged, defective, misprinted, or isn't what I ordered?
Get in touch within 30 days of delivery, with clear photos showing the problem. Email collarandclipboard@gmail.com with your order reference and the photos, and we'll take it from there.
We look at every claim before we agree what to do, so we don't promise an automatic refund. Once we've reviewed what you've sent and determined that your claim qualifies, we'll provide an appropriate resolution — which may be a replacement of the product or a refund. You won't be asked to post the item back to us.
What isn't covered?
A few things sit outside this, and we'd rather say so plainly:
- A change of mind. Each item is made specifically for you and can't be resold, so it can't be returned or refunded because you've changed your mind.
- A photo that doesn't print well. If a printed item looks soft, small or cropped differently because the photo you supplied was low-resolution or otherwise unsuitable, that isn't a manufacturing defect.
- Normal colour differences. Screens and printing never match exactly, so small differences in brightness, contrast and colour between your screen and the finished item are normal.
- Normal manufacturing tolerances. Small variations in size, placement and finish are normal in made-to-order printing. On the acrylic ornament, a little excess adhesive in the finish is also normal — it wipes away.
- Anything that isn't a manufacturing defect. If you received the item you approved and nothing went wrong in the making or the delivery, there's nothing for us to put right.
How long will it take to arrive?
Your item is made to order and then posted to you, so there are two steps: production and delivery.
- Production: your piece is made after we've reviewed your design. That normally takes a few working days.
- Delivery: after that it's in the post. We email you the tracking as soon as it ships, so you can follow it to the address you gave at checkout.
We don't promise a delivery date. A made-to-order item can be held up in production or in the post, and we'd rather tell you that plainly than invent a date we can't keep.
What does “approve your preview” mean?
It means you see your finished artwork before it's printed, and the version you approve is the version we print — we don't re-crop, re-colour or re-edit it afterwards.
For the acrylic ornament you also choose how it prints: keep your photo as it is, or take the background away so just your subject sits on clear acrylic. If the automatic cut-out misses something — a whisker, an ear, a strand of hair — you can paint it back by hand before you approve it.
There's one more check after that, and it isn't a decision you make: every custom item is looked at by a person before it's printed.
What kind of photo should I use?
A phone photo is plenty. The bigger the better — a full-resolution photo straight from your camera roll gives the sharpest print. Photos you already have on your phone are fine; there's nothing to prepare and nothing to resize.
If the photo is very small, we'll tell you before you go any further, because a small photo surprised at print size is a disappointment we'd rather prevent than explain.
How much is shipping, and where do you post?
Shipping is charged once per item: acrylic ornament $5.99 · desk mat $7.49 · velveteen blanket $10.49 · stretched canvas $10.99. A multiple-item order may arrive in separate packages. We currently post within the United States, to the address you give at checkout. Sales tax may be added at checkout where required by the shipping address.
Can you print anything?
Almost anything you have the right to print: pets, people, couples, families, a favourite place, or a photo you're remembering. Please only upload a photo or artwork that you own or have permission to use — by uploading it, you're confirming that you have the right to have it printed. If we determine before production that we can't print or fulfil your order, we'll cancel it and refund you in full — nothing will be made and nothing will be charged.
Still stuck? Ask a person.
Email collarandclipboard@gmail.com and we'll be happy to help.
Contact & Support