Shipping & Returns
All of our items are hand made to order. Our current production lead time is about 7 to 10 days from when you place the order to the time your order is shipped. Lead times may be shorter or longer depending on order volume and time of year. You will get an email confirmation with a tracking number when your order has shipped. All orders are shipped via USPS or UPS. Please note that once your order is shipped, we cannot provide additional tracking information beyond what is available to you through USPS or UPS.
If your order does not arrive (and is still marked "In Transit" or "Pre Transit") within 21 days of the ship date, please contact USPS to file a missing mail claim. If your package is marked "Delivered" but you do not receive it, please wait a day or two to see if the package shows up. You may also check with your neighbors to see if it was mis-delivered. If you do not find your package, you will need to contact your local post office and your local police department to file a stolen mail claim. Please note that we cannot replace packages that are marked as delivered by USPS.
Return / Exchange Policy
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.
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. We may be able to repair it for a reasonable rate, or offer you a discount on a replacement item.
Changes to orders already placed: 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. All Pre Made items 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. Because each product is custom made to order, we charge a 15% restocking fee on all 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 firstname.lastname@example.org 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.