FAQ
Find answers to our most frequently asked questions.
Find answers to our most frequently asked questions.
Shipping & returns
When will I receive my order?
We use USPS to ship our orders within 2-5 business days. We ship Monday-Friday, excluding holidays.
Our estimated shipping times within the US are:
- Free Standard shipping 4-10 business days
- Priority: 2-3 business days
Our estimated shipping times within Canada and Australia are:
- Standard shipping: 7-21 business days
Occasionally USPS packages are delayed outside of our control.
What if my order shows delayed?
We use USPS to ship the vast majority of our orders. Occasionally packages are delayed outside of our control. For packages that appear lost in transit, we recommend contacting USPS to submit a claim. We have found that generally, almost all delayed packages are delivered or show movement within that time frame.
How long before my product ships / what is your current processing time?
The products in our shop are thoughtfully hand-crafted and shipped within 1- 5 business days. We currently process and ship orders Monday - Friday. Excluding Holidays. Please be aware, customized products will add 3 extra processing days.
Can I make changes to my order or cancel an order that has already been placed?
We will do our best to accommodate change requests to an order that has already been placed. We do request that you submit your request via EMAIL within 24 hours of placing your order. We will send an email confirmation letting you know if we will be able to accommodate your request.
Order cancellations will be honored within 24 hours of order placement. Order cancellation requests for our Two-Tone Leash and Collar collections will only be accepted as long as work on your order has not yet begun. If work has already begun, the order cancellation will be treated as a return and will be subject to our Return Policy
What if my package shows delivered but I have not received it?
If your package appears to be missing, it's almost always one of these situations:
- The package could have been delivered to a neighbors home
- The carrier marked it as delivered even though they haven't delivered it yet
- The package was placed in a different spot than normal
We find that lost packages usually show up within a few days. If you're still unable to find your package after 10 days, we'll be happy to send you a replacement or issue a refund for your order!
This should rarely happen due to the requirement of a signature for all orders.
Will I pay customs?
In most cases, you will not be charged any customs fees. However, customs charges are out of our control and are dependent on the local government. If your order is subject to customs charges, you will be responsible to pay them.
The Biothane Difference
BioThane® FAQ
Is BioThane® Waterproof?
Yes! BioThane® is 100% waterproof. It is made with an extremely durable polyester webbing core which prevents it from absorbing water. BioThane® products do not require sealing to protect and/or increase longevity.
Is BioThane® Indestructible?
While BioThane® is extremely durable and strong, it is not a match for sharp objects (including teeth) which, if allowed to come in contact BioThane®, may puncture the product. If your pet is allowed to bite or chew on BioThane®, there is the possibility it being chewed through. We always recommend checking your pet's gear for signs of wear and tear.
Is BioThane® Oder and Stain Resistant?
BioThane® is incredibly Stink and Stain resistant in most instances.
Lighter colors are more prone to possible staining, so a little extra care with soap and water can prove very helpful. Magic Eraser and/or baking soda does help with cleaning.
Deet may cause tackiness and/or pitting of the BioThane® material.
What Should I Avoid When Cleaning BioThane®?
Extreme heat can damage BioThane®, so washing in a dishwasher or washing machine on a heated cycle is not recommended Steel wool pads should not be used to clean BioThane®.
How Do I Clean BioThane®?
BioThane® leashes and collars are waterproof, stink proof and generally stain resistant. However, sometimes life happens.
We recommend handwashing with mild soap and water, along with a soft brush (a tooth brush works great!) for more stubborn dirt, and a soft cloth. Solid brass hardware may leave marks on BioThane®, which may require a little extra scrubbing. A Magic Eraser works well for this. It is important to rinse your BioThane® gear with fresh water after exposure to both chlorinated and salt water. This will help maintain the longevity of your leash and collar. BioThane® gear should be allowed to completely dry prior to being stored away.
Harsh cleaners should be avoided when cleaning BioThane®.
Will My BioThane® Collar Pull My Dog's Hair?
No, it will not! BioThane® has a smooth, slightly textured surface. BioThane® prevents rashes and irritation from happening on your pet's skin as it dries quickly and does not absorb water. BioThane® is perfect for pet's with all types of fur!
Will My BioThane® Leash and Collar Hardware Tarnish?
With regular use and handling, as solid brass hardware is exposed to oxygen, oxidation occurs which results in a tarnish or patina on the surface of the brass, This creates a dull finish. Regularly cleaning your hardware is the best way to keep your hardware looking shiny and bright.
How Do I Clean My Hardware?
To clean solid brass hardware:, we suggest using baking soda or toothpaste with a tooth brush. Either of these will do a fantastic job of cleaning your brass so it looks like new!
To clean brass plated or matte black hardware: we suggest washing it with mild soap and water and drying it thoroughly with a soft cloth.
Find answers about our products
Products Information
Where Are Your Products Made?
Our Products are made in a small town of Missouri named Winfield. All products are handmade with love and inspected prior to shipping
Do you donate to charities/events?
We reserve our donation requests to 501(c)3 organizations. We ask that you allow 6 weeks advance notice for all requests. We receive many requests, and although we cannot guarantee your organization will be chosen, the advanced notice certainly helps to accommodate your request. Please email your request HERE.
Is It Leather?
No, Biothane is vegan friendly and not made from leather products.
"Experience the ultimate in dog gear with Rugged Hound. Made from high-quality, durable materials, our products are odor proof and waterproof, making them perfect for any adventure. Keep your pup safe and stylish with our range of rugged collars, leashes, and more."
B.Adler, Missouri
