FAQ
How long will it take for us to manufacture and ship my order?
All of our products are handmade to order in Melbourne. Manufacturing time is typically between 1 to 5 business days depending on the item and order size. Standard collars and leads are usually completed within 1 to 3 business days, while larger or custom items such as long lines may take 1 to 5 business days.
Once your order has been shipped, delivery within Australia is generally 2 to 8 business days for metro areas and up to 10 business days for regional areas. Express shipping is usually faster depending on your location. Most orders arrive within 5 to 12 business days from the date of purchase.
If any items are out of stock and cause a delay, we will contact you as soon as possible. Please note that shipping labels are often generated early in the process, so tracking updates may not appear immediately while your order is still being manufactured.
What is the return policy?
We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, please contact us within 14 days of delivery to arrange a return. Returned items must be dispatched within 30 days of delivery.
Buyers are responsible for the cost of return postage and any reduction in value if the item is not returned in its original condition.
If you have any questions regarding returns or refunds, please feel free to contact us.
Why BioThane®?
Our collars and leads are made exclusively using genuine BioThane®, a premium coated webbing manufactured in the USA. BioThane® is waterproof, easy to clean, highly durable, and stronger than leather while still maintaining a soft and flexible feel similar to leather.
We take pride in using high quality materials that are built for everyday use and Australian conditions.
How do I care for my product?
Caring for your BioThane® product is simple. We recommend cleaning with warm soapy water and wiping down the strapping regularly to prevent dirt and grime buildup. Since the colour is embedded into the PVC coating, fading and texture loss are minimal.
Avoid using wire brushes or abrasive tools on hardware, and do not machine wash products as this may scratch or damage the hardware coating. After use in wet conditions, dry or hang the hardware thoroughly.
If you have any questions about caring for your product, please feel free to contact us.
Collar Measuring Guide
Use a flexible measuring tape or a piece of string to measure around your dog's neck where the collar would normally sit, close to the base of the skull. Measure around the widest part of the neck and note the measurement in either centimetres or inches.
Please include your dog's exact neck measurement in the product notes so we can custom make the collar for the best fit. If the collar is for a puppy, let us know so we can allow for growth.
As a general guide:
• 1/2" (13mm): Suitable for dogs under 10kg
• 5/8" (16mm): Suitable for dogs under 15kg
• 3/4" (19mm): Suitable for dogs 15kg+
• 1" (25mm): Suitable for dogs 15kg+ and working breeds
A properly fitted collar should be snug without being tight, allowing enough room to comfortably fit 2 fingers between the collar and your dog's neck.
If you are unsure about sizing or have any questions, please contact us and we will be happy to help.