Refund policy

Warranty

We guarantee our products for life against defects in manufacturing and workmanship. If you experience a manufacturing defect, you can return your item to us for repair or replacement. If your item arrives and it is defective or is not as described, you can return it for a full refund or exchange within 30 days of receipt of the item. Please note that due to variations in how colors display on computer screens, color variations do not fall under this category.  If you receive your product and it is damaged or defective please reach out to support@hightailhikes.com, rather than initiating a self-serve return request. 

We have a lifetime repair and replacement warranty for damaged or defective items. If your product fails due to a manufacturing defect, we will repair it without charge or replace it. Only original, unaltered items are covered. This 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 warranty. Biothane is not chew proof. Please do not leave your dog unattended while wearing a biothane leash. Although chewing is not covered under our warranty, if your dog chews and damages your leash, please contact us at support@hightailhikes.com. We may be able to repair it for a reasonable rate, or offer you a discount on a replacement item. 

Order Changes

If you would like to request a change to an order that you have already placed, or if you would like to cancel your order, please contact us as soon as possible after you place the order, and no later than 24 hours after placing the order. Please read our product descriptions carefully prior to placing your order, and don't hesitate to contact us with any questions.

Final Sale Items + Items Not Eligible for Return or Refund

All Pre Made items, Sale items, ID tags, and ID tag collars are final sale and not eligible for return or refund. 

Returns and exchanges are accepted within 30 days of receipt of the item. The item must be in unused, saleable condition. Custom made items are subject to a 15% restocking fee on return and exchange orders. Your refund or exchange will be processed upon receipt of the returned item, minus the restocking fee and the return shipping fee. Please note that we do not cover shipping costs for elective returns or exchanges, or for items that were ordered in the wrong size. 

For return or exchange inquiries, please Contact Us, and include your name and order number in the message along with a brief description of the issue. For warranty inquiries, please email us at support@hightailhikes.com and include your order number or the email address associated with your order, along with clear, in focus photos of the damage in question. Please do not return items without contacting us.

How to Request a Refund/Return 

Login to your customer account using the email you used when purchasing the item you wish to return. Click "Request Return", select your reason for the return from the Dropdown menu, and click Request Return again. Once your request is approved, you'll receive a return shipping label and confirmation from us.