What is your processing time?
Due to the handmade and custom nature of our products, our processing time is 3-4 weeks. This is the time it takes to handcraft your order before it gets shipped, and does not include shipping time.
While we strive to process all orders within this timeframe, processing times may be longer during busy periods. Please don't hesitate to contact us if you have any questions about the status of your order.
Do you accept returns or exchanges?
Since all of our products are handmade to order, we are unable to accept returns or exchanges unless there is a warranty issue.
Please ensure to carefully measure your pet's neck to ensure that the correct size is purchased. When measuring yourself for a handsfree adapter, please measure both around your hips and across your body to ensure that both measurements are within the range of the size you purchase. Keep in mind any layers you may want to wear in the winter!
View our size chart here. If you are unsure about sizing, please feel free to email us at firstname.lastname@example.org - we are more than happy to help!
How much is shipping?
We offer $10 shipping within Canada + the US. All shipping is tracked and you will receive a tracking number once your order ships. Please allow up to 14 business days for your order to be delivered, especially during peak periods.
International shipping is calculated at checkout based on your location. All shipping is tracked and you will receive a tracking number once your order ship. Please allow up to 6 weeks for your order to be delievered, especailly during peak periods.
Do you ship internationally?
Yes, we ship internationally! Shipping rates are calculated at checkout. All orders include tracking and you will be provided with a tracking number once your order ships. International orders typically take 3-6 weeks to arrive, but there may be delays or exceptions that are outside our control.
Please note that international buyers are responsible for any tax, customs, duty or import fees due on their orders unless otherwise noted.
Do you accept custom orders?
At this time we are not able to accommodate any requests for custom products/styles/colours/hardware.
The only customizations we are able to accommodate are for size/length (ie; XXXL collars, 7ft leashes, 50ft longlines, etc).
Custom requests will be reviewed on a case by case basis, and we may or may not be be able to accommodate them based on our current order volume. Please email us at email@example.com to discuss any custom length requests.
Do you offer local pickup?
Yes! Our studio is located in East Vancouver.
Please select the local pickup option at checkout. We will contact you via the email provided to coordinate further details on pickup location and time once your order is ready.
Do you accept wholesale orders?
Yes, on a case-by-case basis. Please email us at firstname.lastname@example.org to get in touch and see if a partnership would be a good fit!
Is your chrome hardware durable?
We use chrome-plated solid brass hardware. Like any hardware that is plated, the chrome finish will wear off over time and with use to expose the solid brass underneath the finish.
Is your brass hardware durable?
Yes! We use solid brass hardware, which means the gold colour won't chip or flake away with use.
Please keep in mind that solid brass hardware naturally oxidizes as it ages. It can leave grey/green tarnish marks against the biothane, especially on the lighter colours. Martingale collars can also leave leave marks on fur, especially on white coloured dogs. These marks can be cleaned away and are non-toxic.
To remove tarnish marks from our products, we recommend using a magic eraser or a small amount of rubbing alcohol. Please ensure to thoroughly rinse your product with soap and water before using your gear again.