Returns and Warranty
Each piece of custom BioThane gear is hand made to order to your specifications. While many small makers such as ourselves do not accept returns on custom goods, we want you to be happy with your items, and we understand that sometimes the wrong item is ordered or the item does not fit. Due to the custom nature of our products, we charge a 15% restocking fee on elective returns and exchanges of BioThane products. This includes items that were ordered in the wrong size.
PLEASE review the sizing guidelines carefully before placing an order, and contact us prior to placing your order if you have questions about sizing. Please review our sizing guides, sizing graphics on the product pages, and sizing videos, and don't hesitate to reach out with any questions prior to placing your order in order to avoid having to return your item later.
Please note that Pre Made + Sale items, snuffle mats, treats, and personalized items such as dog ID Tags and ID Tag Collars are NOT eligible for return unless we made a mistake on your order.
If you would like to inquire about returning one of our other resale products (toys, enrichment items, etc), please contact us.
For a return inquiry, please Contact Us. Please use subject line "Return Inquiry Order ####." Please include a brief description of the issue. We will provide return instructions. Please do not return items without contacting us. Please note that we do not cover shipping costs for elective returns or exchanges, unless we sent the wrong item or made a mistake on your order.
Limited Lifetime 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 not as described, you can return it for a replacement 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.
Only original, unaltered items are covered under our warranty. 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. We may be able to repair it for a reasonable rate, or offer you a store credit towards a replacement item.
For warranty inquiries, please email us at firstname.lastname@example.org. Use subject line "Warranty Inquiry Order ####." Please include detailed photos or a video of the issue you are having. We will get back to you within 2 to 3 business days. Please do not return items without contacting us.