FAQs
General FAQs
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What is your current turnaround time?
Currently we are at 10-14 days order processing (not including shipping time)
What is your delivery area?
Local delivery is available to Edmonton, Alberta & area including St. Albert, Sherwood Park, Devon, Leduc, and Beaumont. We ship to all other areas.
Do you offer free shipping?
Yes! For orders over $150 (US & Canada)
Do you offer any discounts?
Save 10% on your first order with us using code FETCH10
Can I buy a gift card?
Yes! Click here to buy an e-gift card
Is there a product warranty?
Yes! See our Warranty page for more info
Where are your products made?
We’re a dynamic duo: one woman, one dog, and a whole lot of hustle. Our products are made in Alberta, Canada
BioThane® Info
What is BioThane® anyway?
Constructed from a unique blend of polyester webbing coated with polyurethane, this innovative material is designed to withstand the toughest conditions while providing your pet with utmost comfort.
BioThane® is 100% waterproof, making it ideal for outdoor adventures and also incredibly easy to clean - simply wipe it down and it's good as new.
Invest in BioThane® - the choice of pet owners who demand durability and performance without compromising on style!
Why is BioThane® better than leather?
BioThane® is more durable, cleanable, stronger and easier to maintain. It outlasts leather and is also readily available in over 24 colors.
Where is BioThane® made?
Our products are handcrafted using authentic BioThane® that is made in Ohio, USA.
Will it smell if the animal gets wet?
No, BioThane® is stinkproof.
Will the color fade?
The opaque colors tend to hold color significantly longer than the fluorescent colors. In general, the deeper the shade of the hue, the longer it will last.
How long will it last?
Under normal use, BioThane® will long outlast leather and nylon.
Will it still work in cold weather?
Yes. BioThane remains flexible and durable in cold weather.
Will insect repellents harm BioThane® ?
Insect repellents may cause staining or pitting on TPU/PVC coated belts and leather products. Many insect repellents use DEET as an active ingredient which will pit/stain Polyurethane products. An alternative would be to use an all-natural/organic insect repellent.
Will BioThane® colors "bleed" or transfer onto other surfaces like hair, skin, or fabric?
It is possible for certain colors, especially fluorescent colors, to transfer from BioThane®or finished products onto hair, skin or fabric. These colors are not hazardous and they should not present a health or safety hazard. If color transfer happens, wash with soap and water. If irritation persists, seek medical attention.
Return & Exchange Policy
Returns
Returns are accepted on unworn/unused stock merchandise in original condition with tags attached for 14 days after receipt.
Please note that items are no longer eligible for return or exchange if the original tags have been removed. All returns items will be subject to a 20% restocking charge.
NOTE: Return shipping is at buyer's expense.
Defective or Damaged Items
If your item arrives defective or damaged, please contact us within 7 days of receiving your order. We will review your concern and may open a claim to offer a replacement or refund for confirmed defective or damaged items.
We require photographic evidence of the defect or damage to process any claims.
In cases of confirmed defective products, items must be returned (either drop off or shipped) to the Leduc location. If applicable, we will cover return shipping costs.
However, items that are damaged due to misuse or normal wear-and-tear are not eligible for replacements.
Custom & Personalized Products
Custom and personalized items are made specifically for you and are not eligible for return, exchange, or refund under any circumstances.
Order Accuracy
Please double-check your order before submitting it. We are not responsible for incorrect sizes, colors, or product choices once an order has been confirmed.
Click Here to order Color Swatches
If you have any doubts about the sizing or specifications of a product, we encourage you to contact us prior to placing your order to ensure it meets your needs.
Need Help WIth Your Order?
If you have any questions about the product you received or need assistance, please Contact Us. We’re happy to assist with any product inquiries.
Sizing Guide
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How do I Measure my dog's neck?
You should be able to fit two fingers underneath your dog’s collar when it’s on - just to make sure it's not too tight.
STANDARD COLLAR SIZES:
Small: 10-13"
Medium: 13-16"
Large: 16-19"
XL: 19-22"
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Leash & Collar Widths
3/4" Width is designed for small breeds. This width is also standard for leashes to provide ultimate comfort and practicality.
1" Width is designed with medium-large breeds in mind.
1.5" Width is best suited for giant dog breeds.
Martingale Collars
About Martingale Collars
Martingale collars, also known as no-slip collars, are typically used in training in response to dogs who pull on a lead. Martingales also provide more control to prevent dogs from backing or slipping out.
How to Measure
When measuring for collars that slip over the head, you'll have to take two measurements; one of your dogs neck and another of of the largest part of their head.
Use a soft measuring tape to measure snuggly.
Our Martingale collars are meant to be worn loose. The collar is designed to fit your dogs neck and takes into account the 3" length of the chain.
Our Martingales are limited slip to reduce the potential for pinching or choking.
Important Notes
Be sure to consult a certified dog trainer to determine if a martingale collar is right for your dog.
Martingale collars should NOT be worn all the time and can become a choking hazard if left unattended.