Items may be returned within 30 days of receipt for a refund (minus applicable restocking fees) or a store credit. Items must be in new, resalable condition to be eligible for return. 

Personalized items (ID Tags and ID Tag Collars), treats, snuffle mats, sale, and pre made items are final sale and are not eligible for return. 

International orders are final sale and are not eligible for return. 

Each piece of BioThane gear is hand made to order to your specifications. Our array of custom options makes it very difficult to restock items that are returned to us. As such, all returns of custom BioThane gear (except Quick Ship Leashes) are subject to a 15% restocking fee. No restocking fee is applied if you select store credit during the return process. 

To request a return, log in to your customer account or sign up for an account using the email address connected to your order. Click on “Orders” Find your order, click “Request Return,” and follow the steps provided to submit your return request. 

We review all return requests within 3 business days. If the item is eligible and approved for return, you'll receive an email from us with a pre-paid return label that you can use to send your return back to us. We'll also reach out to you via email to confirm your refund preference between these two options: 

• Refund: Product cost minus 15% restocking fee (if applicable) and a $5 return shipping fee.
• Store Credit: Product cost minus a $5 return shipping fee. No restocking fee is applied to store credit returns. Store credit will be applied to your account and will be available as a payment option at checkout when you’re logged in with the same email address. Store credit does not expire. 

Once we receive your return, we’ll inspect the item and issue a store credit or a refund as outlined above. If you did not reply with your preference, we will issue a refund once we receive your return.

Each piece of BioThane gear is custom made to order to your specifications. Our array of custom options makes it very difficult to restock items that are returned to us. As such, a standard 15% restocking fee applies to all elective returns of custom BioThane gear (not including Quick Ship Leashes). 

The restocking fee will be deducted from your refund. If you choose store credit, the standard restocking fee does not apply. Please confirm with us via email if you would like store credit.

We will reach out to you after we approve your return request to inquire if you would like store credit. Please confirm with us via email if you would like store credit. If we do not hear from you, we will issue a refund once we receive your return. 

If you choose store credit, we will apply your store credit to your customer account once we receive your return. Your store credit will be shown as a payment option at checkout on your next order. Please make sure you are logged in to your customer account at checkout using the same email address.

Many returns occur because the collar that was ordered did not fit. Collar sizing is not universal, even within our brand’s product line! If you are ordering a collar, do not guess - please take the time to size your dog properly and review the size charts and our collar guide before ordering. Please Contact Us with sizing questions prior to ordering. We are happy to provide custom collar sizing if your dog’s measurement falls on the edge of a size range - just reach out prior to placing your order! 

Same goes for leash sizing: please review our sizing blog, our leash types blog and size charts on the product pages prior to ordering. If you have any questions, please reach out before placing your order. We’d love to help!

We guarantee our products for life against defects in manufacturing and workmanship. If your item is faulty or you experience a manufacturing defect, you can return your item to us for free repair or replacement. 

Only original, unaltered items are covered under our warranty. Our warranty does not cover normal wear and tear, chewing, damage caused by accidents, or the natural breakdown of colors and materials over extended time and use. Small nicks to the soft, outer PVC coating of BioThane can occur under normal use and are not covered under our warranty.

If you have a warranty issue, please email us at support@hightailhikes.com and include your name and order #. Please include several clear, in focus photos or a video of the issue you are having. We will get back to you within 3 business days regarding your warranty claim. Please do not return items without contacting us.

Like most other leash materials, BioThane is not chew proof. Please do not leave your dog unattended while wearing a BioThane leash. Although chewing is not covered under our Lifetime Warranty, we understand that accidents can happen. If your dog chews and damages your leash, please email us at support@hightailhikes.com. Please include several clear, in focus photos of the damage in question, including where the damage is located along the length of the leash. Depending on the issue, we may be able to repair your leash for a reasonable rate, or offer you a credit towards a replacement item.

Items that are returned to us for return, repair, or warranty can take 3-10 business days to process. You will receive an email once your return or repair has been processed and/or once your refund or credit has been processed. Refunds will be made to your original form of payment and can take 3-5 days to post to your account.