Frequently Asked Questions

All our products are made using Genuine BioThane, which can be easily cleaned using simply soap and water. Chemical based and abrasive containing products can eventually wear down the coloring and integrity of the product. All of our metal rivets are nickel plated steel or brass, which are both rust and corrosion resistant materials. That being said, if our toys or leashes are left outside for an extended period of time, they may rust. Always bring them inside and wipe dry after use.

As with all toys, please do not leave your pup unattended with our tugs, leashes or collars. We will not be able to refund any items that have been chewed through, but will gladly give you a discount on future orders!

Like all gear, our products do go through normal wear and tear. All of our silver or gold hardwares will have the least amount of visible wear and tear over time. Black hardware is more prone to visible wear. We only purchase electroplated black hardware which we've tested to be more durable than powder coating.

As a small business, we buy our hardware on the open market. While we try to maintain consistency across the board, occasionally your hardware style may differ slightly from what is pictured. Color is not affected by this.

We offer free domestic shipping in the United States through USPS. International shipping is calculated based on your location. We ship via USPS internationally unless otherwise specified.

Our processing time on all orders is between 1 and 3 weeks. Once made, shipping takes about 3-5 days in the United States, and 1-4 weeks internationally.

Our products are packed standard in a poly mailer. BioThane handles are flexible but may take shape within the packaging. If your handle is received bent, simply hang your tug on a coat rack or doorknob overnight to straighten.

Due to the customization options of most of our products, we only accept returns on a case-by-case basis. If you have any problems, concerns, or questions about a product you received, please reach out to our team!

Orders can only be cancelled within 24 hours of placement, as long as they have not been made or shipped.. We are a small business, so delays and changes in availability my occur with your order. After the 24 hour period is up, we unfortunately do not accept order cancellations.

We are available for wholesale! Please keep in mind that this is a handmade product where proceeds to go a local dog rescue, so wholesale orders may take time. We are very communicative and will be transparent with production and delivery times. We offer wholesale pricing for orders over 50. If you have a bulk order under 50, please reach out to us! All retail items in our store are not for resale. Independent resellers must be authorized by us before reselling our products from wholesale.