General FAQs
Below are answers to common questions about our products and policies.
Our leashes are handcrafted from BioThane®, a waterproof and stink proof coated webbing made in the USA. BioThane is incredibly strong while still being lightweight, doesn’t absorb water, odors, or dirt, and is easy to clean, making it an ideal material for dog gear. Read more.
- Quick Ship Leashes: 2 - 5 business days
- Custom BioThane® gear: 5 - 10 business days
- Non‑BioThane® items (treats, toys, stickers, etc.): 1 - 3 business days.
- Merch (fulfilled by a third party): 3 - 7 business days.
These estimates do not include shipping/transit time. Production time may be longer during times of higher order volume. You’ll receive a shipping confirmation with tracking via email when your order ships.
Yes - select countries are available at checkout. Please note: import duties, taxes, and customs fees are assessed by the destination country and are the customer’s responsibility. These charges vary by country and are outside our control.
Start a return by logging into your account (or create one with the email used at checkout) via the profile icon on our homepage. Find your order, click on “Request Return,” and follow the steps to submit your return request. We’ll review your request and email return instructions.
Please note:
• Return requests must be made within 30 days of delivery
• Items must be in like new/salable condition
• Returns of custom BioThane® items are subject to a 15% restocking fee
• Pre Made/Sale items are final sale and are not eligible for return.
Read the full policy →
We guarantee our products against defects in materials and workmanship for the life of the product. Warranty applies to original, unaltered items only. Our warranty does not cover normal wear and tear, chewing, accidental damage, and cosmetic changes over time. For warranty support, email support@hightailhikes.com with your order number and clear photos/video. We’ll reply within 3 business days. Please don’t return items without contacting us first.
Leash size and length depends on your dog’s size, your intended uses, the environment, and your preferences. Check out our Leash Sizing blog to help you decide.
We offer five core leash styles. The right style depends on your needs and preferences.
We offer brass and sport hardware options. Brass is durable, classic, and rust proof, while our Autolocking carabiner sport hardware is lightweight and extremely secure with a sleek, modern look.
Due to the hundreds of possible color and leash combos, we’re not able to offer a photo preview of every leash or collar design. See color swatches on each product page and find lots of color inspo on our Instagram!:
We also offer:
- Color Wheel (physical swatches of each color we currently offer)
- Digital BioThane Colors Guide + Leash Simulator (a free Canva tool to help you design your leash)
BioThane® is easy to clean. Just soak in warm soapy water, wipe with a soft cloth or sponge, rinse, and towel dry. Store your gear dry, out of direct sunlight, and with good ventilation. Always rinse with fresh water after beach trips.
Many of our custom leashes include set add-on options, which you’ll find on each product page. If you’d like additional add-ons not listed, reach out - we may be able to accommodate depending on your needs, availability of materials, staffing, and order volume.
We can sometimes accommodate custom commissions, depending on order volume, staffing, and the request. Please reach out with details.
If you need to change or cancel your order, please reach out within 24 hours of placing it. We cannot change or cancel orders after 24 hours or once they have gone into production.
Chewing is not covered under our warranty. However, reach out to us—we may be able to offer a low-cost repair or a discount on a replacement.
Contact us →
We offer digital gift cards.We don’t currently offer gift wrapping, but we’re happy to include a personalized note - just add an order note at checkout.
We ship with USPS. You can choose:
- Standard Ground: $7.99 (free over $85)
- Priority: $12.99
These options refer to shipping speed, not production time. You’ll receive an email with tracking information once your order ships.
We offer low-cost shipping insurance at checkout. If you select package insurance and your order is lost in transit, you’ll receive a free replacement or store credit. If you decline insurance and your package is lost in transit, we’ll help you file a claim with USPS.
We accept credit cards, PayPal, Venmo, and Shop Pay.
We don’t currently offer bulk discounts for trainers or professionals. However, if you’re placing a large order and you’re a verified R+ trainer with an online presence that we can verify, please contact us - we may be able to work with you.
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Have a question we didn’t cover? We’re here to help!
Email: support@hightailhikes.com
