Production Lead Times
Each piece of BioThane gear is custom made to order. BioThane gear production lead time can range from 2-10 business days. This does not include shipping/transit time.
Standard BioThane Leashes
Standard Leashes typically ship within 2-5 business days.
Custom BioThane Gear
Custom BioThane Leashes and all other BioThane gear typically ship within 5-10 business days. Lead times may be shorter or longer depending on order volume and time of year.
Production lead times do not include shipping or transit time.
Other Items
Resale items, Sale items, Pre Made Items, and stickers ship within 1-3 business days of when you place your order, unless otherwise specified on the product page. If your order includes both ready to ship items and custom BioThane products, your entire order will be processed within our standard 5-10 business day production lead time.
Merch items are made and shipped by a third party. Fulfillment can take anywhere from 2-7 business days. Merch items are shipped separately from other items in your order. You will receive a tracking number via email when your merch item ships.
Order Changes
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 immediately. Many items go into production within 24 hours or less. If your order has already gone into production, we are not able to make order changes. We are not able to make changes to merch orders once they are placed.
Domestic (U.S.) Shipping
Standard Shipping (USPS Ground) is $7.99.
Priority Shipping (USPS Priority) is $12.99.
U.S. Shipping is free for orders over $85.00 (after coupons and discounts).
All U.S. orders are shipped via USPS. You will receive an email with tracking info once your order ships. Please note that once your order is shipped, we cannot provide additional tracking information beyond what is available to you through USPS.
International Shipping
International orders are shipped via USPS and rates are determined by USPS service selected and package weight. We recommend selecting Priority Mail International or Priority Mail Express International so that your order includes tracking.
International delivery times vary and may be significantly delayed due to customs processing.
We are not responsible for delays caused by customs, weather, or the shipping carrier.
Customs, Duties & Taxes
Your order may be subject to import duties, taxes, and customs fees upon arrival in your country.
These charges are the responsibility of the recipient and are not included in our shipping fees.
We do not have control over these charges and cannot predict their amount.
Lost, Stolen, or Delayed Packages
We cannot replace or refund lost, stolen, or significantly delayed international packages. Once your order leaves our facility, we are not responsible for any shipping carrier issues. If your order does not arrive or is damaged in transit, you will need to file a claim with the carrier.
Incorrect Addresses
Please double check your shipping address before placing an order. Orders shipped to incorrect or incomplete addresses cannot be refunded or reshipped.
Please ensure that your package is shipped to a secure location, or that you are available to receive your package. If your package is marked "Delivered" but you do not receive it, please wait at least three business days to see if the package arrives. Sometimes the item is scanned on the courier's truck prior to final delivery. You may also check with your neighbors, around your property, or common areas of your complex for the package.
Navidium Package Protection
Due to the increasing incidence of mail theft and other courier variabilities, we now offer a shipping insurance option at checkout. Navidium Package Protection allows us to assist you quickly and easily in the case of loss or theft of your package while in transit. We recommend this option for orders over $75 in value. By selecting Package Protection at checkout and paying an additional fee of 2.5% of your order subtotal, your order will be protected from damage, loss, or theft. If you decline Package Protection at checkout, and your package has been lost, stolen, or damaged, please contact the carrier directly.
If you are concerned about lost, damaged, or missing packages, we highly recommend purchasing Navidium Package Protection at checkout.
Terms and conditions for Navidium Package Protection:
If your order never arrives or is damaged when it arrives, you can file a claim with our team and receive a replacement order or store credit.
If your package has been marked "delivered," but you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to contact us.
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For packages marked delivered, but still have not been received 3 days after delivery confirmation (and no longer than 15 days), please contact us. We will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price.
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For packages not marked delivered and presumed lost by the carrier, we will issue store credit for the original purchase price.
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For items damaged by the courier, we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price.
To file a claim, contact us at support@hightailhikes.com with your order number, contact info, a description of the problem, and photos if applicable. We will get back to you within 3 business days. Please use subject line: "Package Protection Order ####".
Navidium Package Protection does not cover shipments where shipment addresses were input incorrectly by the customer.
If you have any questions, feel free to contact us at support@hightailhikes.com. Thank you for your support!
