Frequently Asked Questions

1.How can I check my order status, and how long will my order take?

For the most up-to-date information about your order, select Order Status at the top left of our website and enter your email address and order number.

Our current estimated turnaround time reflects our order volume. We update it frequently in the red banner at the very top of our website, where everyone can see it.

For orders without rush processing, the estimated delivery time shown in Order Status is generally the maximum time we expect your order to take. We often ship much sooner, but earlier shipping isn’t guaranteed.

Longer estimates are especially common for newer products such as TitanFlex, e-collars, GPS collars, and the 365 vest, or orders with more involved customizations such as reflective bands or handles. Orders without these products or customizations often ship well ahead of the estimate. Orders that include them also frequently ship sooner than estimated, but may require more production time.

Orders with rush processing receive priority and ship the fastest, regardless of order complexity. Rush processing usually takes about one week to make your order, followed by approximately 3–4 days for shipping and delivery. These timeframes are estimates, not guaranteed delivery dates.

If you purchased rush processing, please disregard the estimated completion or delivery date shown for your individual order in Order Status. That estimate does not reflect your rush-processing timeline. You can still use Order Status to check your order’s progress.

Check the red banner for our current general turnaround time, and use Order Status for the latest update on your specific order.

 

2.My order says it’s shipped, but tracking still says “Post Office awaiting item.” What does that mean, when will it actually ship, and when can I expect delivery?

We usually print your shipping label before your order actually ships. This gives us time to complete final customizations and handle any address or customization changes before dispatch.

When your label is created, you’ll receive a shipping notification email with your tracking number. This does not mean your package has shipped yet. The email also explains that we’re still working on your order and it’s in the final stages.

For orders without rush processing, we generally expect your order to ship within one week after tracking is generated, depending on the products and complexity of your order. Orders involving different patch production schedules may take longer, as explained below.

Our usual shipping schedule after tracking is generated is:

Days 2–3: 2-inch collars, martingale collars, and 1.5-inch collars without a handle or AirTag holder.
Day 3: 1.5-inch collars with a handle and AirTag holder, small harnesses with a 1.5 × 4-inch patch, and custom 1.5 × 5-inch or 2 × 5-inch patches.
Days 3–4: Frog leashes.
Days 4–5: E-collars.
Day 6: Orders involving reflective bands, TitanFlex collars, or the 365 vest.
Day 7: Any remaining orders, except those affected by the separate patch production schedules described below.
These are typical dispatch times, not delivery dates. Orders containing multiple items or more involved customizations may follow the later timeframe. Your delivery timing depends on when your package actually ships, not when the label is created.

Orders with rush processing take priority, regardless of complexity. They should ship sooner after label creation rather than taking the full seven days. The standard schedule above does not apply to rush orders.

Premade-only orders usually ship the same day. If your premade items are combined with a custom order, they will generally ship together once the custom items are ready.

We also try to combine multiple orders from the same customer into one shipment. When orders are combined, the shipping date is generally based on the order that takes the longest to complete.

Embroidered patches and 3M reflective patches follow different production schedules. If your order includes both, we may finish the collars and embroidered patches during the same week, while the 3M reflective patches may be scheduled for the following week. Those reflective patches are usually processed first when the following week’s production begins.

This also applies when we combine multiple orders containing embroidered and 3M reflective items. The combined shipment generally waits until all items are ready, so it may ship the following week rather than within the standard seven-day window after tracking is generated.

Your tracking will update as the carrier receives and scans your package. Until then, a tracking number or “Post Office awaiting item” status alone is not proof that your order has shipped. Check your tracking for delivery updates once your package is on its way.

 

3.This could be you! 

Bullrunflag Checks  The Returning Basket constantly To see If your Order had been returned from USPS due to Incomplete Address or the reasoning of Address DNE (such address does not exist in the USPS data). We will let you know Via Email if this was the case, If it is, You will be asked to provide the right address for us, We will then take care of shipping for you at no extra cost.

  

4.When will customer service be available by phone?

We previously offered customer service by phone at 434-277-0011, but we have stopped using this number for now. Calls and voicemail messages to this number are no longer monitored.

For questions about your order or other assistance, please email support@bullrunflag.com or contact us through the live chat on our website.

We don’t have a confirmed date for restoring phone support yet. We’ll update this page when the number is active again, along with our phone support hours.

Our team continues to fulfill orders and assist customers by email and live chat. Thank you for your patience and understanding!

Shipping Policy: please read this

shipping policy and rates may vary depending on the purchased items final value. we currently operate on a price based shipping rate. Estimated shipping time varies depending on the type of product you purchase. the shipping method and ETA only reflects the time after which the products have been received by the post office until the time it's been delivered to the address provided by you and does not reflect the fulfillment and processing time. the fulfillment process and time varies depending on the type of products a customer purchase and other factors such out of stock condition, back ordered condition, order volume and etc. usually the fulfillment duration is longer for custom made products than pre-made products and that is because custom made products will be set to go through multiple manufacturing steps after you place your order. (creating a shipping label and sending fulfillment email may not represent actual shipment, we fulfill orders in sets and need your invoice and shipping label to put you in the final line of production in our shop so you patience is greatly appreciated). you as the buyer are fully responsible to provide your correct shipping address to us while checking out. we are not responsible for the items returned to us by the postal service for none deliverable reason. we may send you an email or contact you by phone if items were returned to us to ask for a new or the correct address.

5. Can i cancel my order after its in the process of making?

Absolutely, please contact us through email at support@bullrunflag.com or our live chat agent and we will take care of the rest.

 

6. My order arrived, but the sizing is wrong, it's too BIG

If your collar has a hook-and-loop patch, remove the patch, slide the adjuster all the way to tighten the collar, then reattach the patch.

If the collar is still too big, or you purchased a collar with the custom patch sewn directly, please contact us by email at support@bullrunflag.com or through our website’s live chat before sending it back. We should be able to shorten the collar at no additional charge. You’ll be responsible for the cost of shipping it back to us.

Where should I send a return or an item for a sizing adjustment?

Please contact support@bullrunflag.com or our website’s live chat team before sending anything back. We’ll confirm your request and provide the correct return shipping address privately. Our business mailing address is a PO box, not our return address. Do not send returns or sizing adjustments there.

How to Measure you dog's Neck Size:

Wrap your measuring tape Tight and Firm Around the neck of your dog where the collar normally sits (Under the head behind the ears). Do Not Slide Fingers or add inches to your total measurements. And we will take care of the rest!

Choose a size accordingly from options

• Always DOWNSIZE if your measurement falls in between sizes (Collars are made a little loose to account for growth)
• (Our Collars DO NOT comply with retail store so Do NOT assume a "Large" based on your dog's weight or any other measurement. Please take the time and measure your dog's actual neck.)

 

7.Can I request a size outside your listed size range or extra customization?

If you need a size smaller than our smallest listed size or larger than our largest listed size, or special requests, please include your requests or any special sizing instructions in the order note.

We may be able to accommodate these requests, but they are not guaranteed. For sizing adjustments, we can usually shorten a product by approximately 1–2 inches. Larger reductions or requests for extra length may not be possible.

If your request is essential, contact us before placing your order to confirm whether we can accommodate it.

Please still complete all required customization fields on the product page. The order note is for additional requests, not a replacement for the personalization form. Requests shared with the shopping assistant are not saved to your order, so enter them in the order note yourself.