Return Policy 

BioThane Products

Each piece of BioThane gear is hand made to order to your specifications. 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 BioThane products, unless the item is faulty or was made incorrectly. If your item is faulty was made incorrectly, we offer free replacement. 

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

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! 

Resale Items (Enrichment Items, Toys, etc)

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 opened or used are not eligible for return. 

Pre Made + Sale items, Snuffle Mats, treats, and personalized items including dog ID Tags and ID Tag Collars are NOT eligible for return unless we made a mistake on your order.

Merch Items

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. 

To Inquire about a Return: 

Please email us at support@hightailhikes.com or use the Contact Us page. 

Include your name, order # (found on your order confirmation email), and the reason for your return. If you believe the item is faulty or defective, please include several clear, in focus photos of the issue in question. 

Please do not return items without contacting us. We will reply within 3 business days and provide return instructions.

Please note that we do not cover shipping costs for returns unless the item is faulty or not as described. 

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. 

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.

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 credit towards a replacement item. 

For warranty inquiries, please email us at support@hightailhikes.com and include your name and order #. Please include detailed 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. 

Items that are returned to us for return, exchange, or repair take 5-10 business days to process. You will receive an email once your return, exchange, or repair has been processed.