FAQs

Sizing & Measurements

How do I measure my dog for a collar?

Use a soft measuring tape and wrap it snugly (but not tightly) around the base of your dog's neck, where the collar would naturally sit. Add 1–2 inches for a comfortable fit. If you're between sizes, we recommend sizing up. When in doubt, reach out - we're happy to help you get the perfect fit!

How do I measure for a leash?

Leash length is a personal preference based on your walking style and your dog's size. Standard leashes are 4–6 ft, but we can customize it to whatever your specific needs are. Contact us before placing an order if you are unsure!

Customization

What customization options are available?

We offer a wide range of options including:

• Colors – Choose from our available BioThane color palette
• Hardware – Select clip styles, buckle types, and hardware finishes
• Sizes – Custom sizing to fit your pup perfectly
• Personalization – Name tags, engraving, or custom text (where available)

All options are selected during checkout. If you have a special request not listed, contact us and we'll let you know if we can make what you are looking for (we love to get creative!)

How long does production take?

Because every item is made to order, please allow 5–7 business days for production before your order ships. During busy seasons or sales, production times may be slightly longer - we'll always communicate any delays.

Can I make changes to my order after placing it?

Since production begins quickly, please contact us as soon as possible if you need to make a change. We'll do our best to accommodate modifications, but we cannot guarantee changes once production has started.

BioThane Material

What is BioThane?

BioThane is a coated webbing material that looks and feels like leather but is completely waterproof, odor-resistant, and incredibly durable. It's easy to clean, doesn't crack or fade, and holds up beautifully in all weather conditions — perfect for active dogs and outdoor adventures.

How do I clean BioThane gear?

Simply wipe it down with a damp cloth or rinse it under water. For tougher messes, mild soap works great. Avoid harsh chemicals or abrasive scrubbers. That's it - no conditioning, no drying time, no fuss!

Is BioThane safe for my dog?

Yes! BioThane is non-toxic and skin-safe. It's a popular choice for dogs with sensitive skin because it doesn't absorb bacteria or moisture the way traditional leather or fabric can.

Shipping & Local Pickup

How long does shipping take?

After your order is produced (5–7 business days), shipping times vary by method selected at checkout. Standard shipping typically takes 3–7 business days within the US. Expedited options may be available — check at checkout for current rates and estimates.

Do you offer local pickup?

Not typically. However, we may be able to arrange pickup at a local even in the Tampa Bay Florida area. If this is something you are interested in, check our Instagram to find a local event we are attending, and send us a DM to confirm pickup spot (we'll send you a code for free shipping)

Do you ship internationally?

Yes. Your shipping options will display at checkout. 

Returns & Exchanges

What is your return policy for custom items?

Because all of our products are made to order and customized specifically for your pet, we are unable to accept returns or exchanges on custom items unless there is a defect or error on our part.

What if my item arrives damaged or incorrect?

We stand behind our work! If your order arrives with a defect or we made an error, please contact us within 7 days of delivery with photos of the issue. 

What if I ordered the wrong size?

We strongly encourage double-checking your measurements before ordering. If you're unsure, reach out before placing your order and we'll help you get the right fit. Unfortunately, we cannot accept returns for sizing errors on custom orders.

Still Have Questions?

We'd love to hear from you! Reach out through our contact page and we'll get back to you as soon as possible.