Customer Service

Please contact us for more information about your account, your order status or reselling Premium TuffLock products. We also love suggestions for product ideas and new patterns, so send us a note or call 800-992-6972 or 760-931-9009!

Carrie Adicoff 800-992-6972 ext 109,
Lynn Kovacs 800-992-6972 ext 106,
Mandy Marr 800-992-6972 ext 102,

General Information:

Rhonda Patterson 800-992-6972 ext 103,

Alicia Gomez 800-992-6972 ext 112,

Contact Information

Premium TuffLock by Reflex Corp.
1825 Aston Avenue
Carlsbad, CA 92008 USA
PH: 800-992-6972 Ext: 122, 760-931-9009 Ext: 122
FX: 760-931-9089, 760-931-1509

Returns and Replacements

30-Day Return & Exchange Policy

Your happiness is our priority, and we are devoted to make you feel comfortable and confident when shopping at Premium Tuff Lock, that’s why we offer a 30-day return & exchange policy. If for any reason you’re not satisfied with your purchase, you may return or exchange the unused item in its original condition from the date of their receipt.

Return & Exchange Conditions

  1. Items returned without authorization will not be accepted.
  2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
  3. All items must be returned in their original condition, without scratches or signs of wear, and must not be altered or used in any way.
  4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.

Non-Refundable Items

  1. Items without tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
  2. Items that were worn, or sent to you as Replacement/Exchange cannot be refund or returned again.

Lifetime Guarantee – Peace of mind from a superior product:

Accidents happen – and if Fido chews his collar, we will replace it.
Since we have been around since 1977, we aren’t going anywhere and our guarantee really means something.

How to handle a replacement:

Email us for a Return Authorization: returns@premiumtufflock.com

Once we provide your Return Authorization, Simply mail the damaged item to:

Reflex Corporation
1825 Aston Avenue
Carlsbad, CA 92008

We will send out a replacement product as soon as we receive the damaged item.
Please remember to include a note with your name, address and phone number or e-mail address (in case we need to contact you).

Lifetime guarantee does not apply to custom products.
We reserve the right to refuse service to anyone we feel is taking advantage of the guarantee.
We replace all items with the same exact item only.
We cover any defects in materials, parts or workmanship.
We cover damage that is caused by the pet during normal use.
We do not cover products that are intentionally damaged, dirty, outgrown or exhibiting normal wear and tear, products that are lost or stolen, or products that are used for something other than your pet.

We are only able to ship replacements within the USA.

Contact Form

Send us mail

1 + 3 = ?