Frequently Asked Questions
Products
Are the products for daily use?
Our products are primarily designed as special pieces, created for moments you want to treasure.
However, they can also be used in everyday life, as they are crafted with durable and functional materials. We recommend caring for them with love to extend their lifespan.
What materials do you use?
We select resistant and durable materials, designed for daily use and easy to clean (PVC-coated webbing, silicone, gold-plated zamak, stainless steel). Each piece is designed with intention and care.
Can colors vary?
There may be slight color variations depending on the screen from which the product is viewed. We always try to ensure that the photos represent the product as faithfully as possible.
Shipping
Do you ship nationwide in Colombia?
Yes. We ship nationwide.
In Medellín, delivery times are usually faster.
Do you offer international shipping?
Yes. We reach pet lovers in different parts of the world. Shipping times and costs vary depending on the destination.
How long does it take for my order to arrive?
Each order is specially made for you. Production takes 1–3 business days, and shipping takes 1–3 business days, depending on the destination.
Times may vary due to external factors and events beyond our company's control.
In the event of an issue affecting the delivery of your order, we will do our best to keep you informed and support you throughout the process until it is received.
Sizes and fit
How do I choose the right size?
You will find a size guide for each product. We recommend measuring your dog before purchasing to ensure the best fit. Personalized products cannot be exchanged for size.
What if I choose the wrong size?
Provided that the product is not personalized, is unused, and is in perfect condition, you may request an exchange for size, color, or reference within 30 calendar days of receiving your order.
Personalized products cannot be exchanged for size. Adjusting them incurs an additional cost of $40,000 COP + shipping fees.
Product customization
Does personalization come at an additional cost?
Some customization options may have an additional cost, which will be clearly shown before finalizing your purchase.
Can I personalize it with any name or text?
Yes, as long as the text fits the product space.
For our signature collars, we recommend using only your dog's initial for sizes 2XS and XS.
What information should I include on my dog's tag?
We recommend including, in addition to your dog's name, the name of the person responsible and 1 or 2 contact numbers.
Can I modify my personalization after placing the order?
Once the production process has begun, changes cannot be made.
If you need to modify something, please contact us as soon as possible and we will check if it is still possible.
If the product has an error attributable to Alegría Macarena (engraving error, incorrect details, or manufacturing defect), you must contact us within 48 hours of delivery, attaching evidence (photographs of the product and packaging).
After this period, it will not be possible to make claims.
Returns and exchanges
How long do I have to request an exchange?
Provided that the product is not personalized, is unused, and is in perfect condition, we accept exchanges for size, color, or item within 30 calendar days of purchase.
Personalized products are made to order and cannot be exchanged or returned once the order has been confirmed.
What requirements must the product meet?
We accept exchanges for size, color, or reference provided that the product:
- Is not personalized
- Has not been used
- Is in perfect condition
- Retains its original packaging
Do you accept returns?
If your product has a manufacturing defect, you must contact us within 10 business days of order delivery.
Once the case is evaluated and the warranty is confirmed, Alegría Macarena will offer, as appropriate:
- Product repair
- Product replacement
- Store credit for future purchases
The solution will be determined by our team based on the nature of the defect.
Natural wear and tear, friction, the passage of time, or improper use are not considered manufacturing defects.
Personalized products are made to order and cannot be exchanged or returned once the order is confirmed.
Purposeful shopping
Does Alegría Macarena support animal welfare causes?
Yes. We support initiatives focused on animal welfare and adoption. A portion of our profits is dedicated to this commitment.
We have a database of foundations that we trust to donate a percentage of our profits to on a monthly basis.
Do you have another question?
Write to us at soporte@alegriamacarena.com or contact us via WhatsApp.
We will be happy to help you.