Shipping & Returns

Shipping

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. Please note that once your order is shipped, we cannot provide additional tracking information beyond what is available to you through USPS.

If your order does not arrive (and is still marked "In Transit" or "Pre Transit) within 21 days from the ship date, please contact USPS to file a 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. If it does not, 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 limited 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, at our discretion. Only original, unaltered items are covered. This warranty does not cover normal wear and tear, 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. If your dog chews and partially or fully 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.

If you would like to return an item for any other reason, you may return it to us, unused and in salable condition, within 30 days of receipt of the item. Because each product is custom made to order, we charge a 25% 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 read our product descriptions carefully prior to placing your order, and don't hesitate to contact us with any questions. All Premade items are final sale and not eligible for return or refund.

For all warranty, 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, it is helpful to email us at info@hightailhikes.com and to include clear photos of the damage in question. Please do not return items without contacting us.