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. While many small makers do not accept returns unless a mistake was made, we want you to be happy with your purchase. Due to the custom nature of our products, we charge a 15% restocking fee on elective returns of all BioThane products (EXCEPT Quick Ship Leash products). Buyer pays standard $7.99 shipping for elective returns. 

To be eligible for return, items must be returned within 30 days of receipt and be in like new/salable condition. 

International orders shipped outside the US are final sale, no returns or exchanges, unless you received the wrong item. 

To avoid having to return an item due to sizing, please review the sizing guidelines on the product page, as well as our sizing guides and sizing videos, or Contact Us with sizing questions prior to ordering. If you are ordering a collar, do not guess - please take the time to size your dog properly so that the collar will fit. We are also happy to do custom collar sizing - just reach out prior to placing your order! 

Items from our Quick Ship BioThane Leashes + Long Line Collection are eligible for free returns within 30 days of receipt. Items must be in like new, salable condition. Buyer pays $7.99 shipping to return the item to us, unless we made a mistake and sent the wrong item. See below for instructions on how to return an item. 

New and unused resale items in their original packaging can be returned within 30 days of receipt of the item for a full refund. Resale items that have been used are not eligible for return or refund. 

*Please Note: Pre Made items, sale items, snuffle mats, treats, and any personalized items including dog ID Tags and ID Tag Collars are final sale and are NOT eligible for return. 

Merch items are eligible for return if they are defective, misprinted, or arrive in the wrong size or style. Merch items must be new, unused, and returned within 30 days of receipt of the item. Merch items that have been used are not eligible for return.

Please review the merch sizing charts on the product pages before ordering to ensure that you order the correct size. When in doubt, size up. 

Please log in or create an account using the email address associated with your order (login to your customer account). Select the order and item(s) that you would like to return, and click on "request return." Follow the steps to submit your return request.

We will review all return requests within 3 business days. If your return is approved, you'll receive an email with a return shipping label. 

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 warranty.

If you have a warranty issue (the product arrives and is defective or is not as described), 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. 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, if your dog chews and damages your leash, please Contact Us. We offer a low cost repair or replacement program for items that have been damaged due to chewing. Please send us 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 take 5-10 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 process.