Question 1

How do I measure my pup's neck for an e-collar strap?

Accepted Answer

Use something like a cloth tape measurer or a piece of string and ruler to measure your pup's neck snuggly where you intend for their e-collar strap to sit. We do not recommend measuring with an old collar unless it is a properly fitted e-collar strap that is measured with the unit on it.

We do account for the additional space needed that the e-collar receiver box takes up.

Make sure to measure your pup's neck accurately based on the directions above and in the listings. Any sizing discrepancies are the responsibility of the customer. If there does end up being an issue based on your measuring, we are happy to offer resizing services at the cost of the buyer, just message us and we can work with you towards a solution.

Question 2

My dog's neck size is less than 14", can you still make them an e-collar strap?

Accepted Answer

The minimum size on our E-Collar Straps with the bungee and quick-release buckle is 14". If your pup's neck is smaller than this, we are happy to work to accommodate them. We can get down to a minimum neck size of 12" by leaving out either the d-ring or rectangular loop (both minor components) or 10.5" by leaving out both rings. You can order this by selecting 14" as the neck size from the drop down and including your pup's neck size in the personalization tab along with your biothane color selection and the ring(s) that you would like left out. If you need a minimum neck size smaller than 10.5", either the bungee or quick-release buckle would need to be left out. Please message us about this and we are happy to work with you.

Question 3

My pup is still growing, what size should I order for them?

Accepted Answer

Our collars do have some wiggle room with sizing, but sizes are not designed for a growing pup. They are set for an adult dog who's weight/neck size will fluctuate minimally. We recommend ordering the size that you expect your pup to be fully grown plus a little bit if you want it to fit them as an adult. Please include the size range that you need so that we can make sure the collar will fit now and later. Ordering a large size range will mean that the tail will be long starting out. It can always be trimmed down later if need. A lighter can be used carefully to burn the end to take care of any fraying. Please refer to listing specifics on sizing requirements. Feel free to message us with any questions regarding sizing.

Question 4

Do you offer returns or exchanges?

Accepted Answer

We do not offer returns or exchanges on any order with customization (pretty much all of our items). If you measured and ordered the incorrect size, we do offer resizing services (details can be found in Q&A). If you ordered the incorrect width collar, you are welcome to resell you item on your own or through a trainer for no more than the item was purchased for. We do not facilitate reselling items.

Question 5

Do you offer any wholesale discounts?

Accepted Answer

We do offer wholesale orders. To qualify, the order must contain 6+ items (can be any items we offer). The code "WHOLESALE10" can be used at checkout for 10% off. We do not offer any other discounts at this time.

Question 6

How long will it be until my order ships? Can you expedite my order?

Accepted Answer

If you are needing a product by a certain date that is sooner than the latest estimated delivery date (or very close), please message us PRIOR to placing your order. I will try to accommodate your request and will always let you know when we should be able to get your order shipped by. I may be unable to accommodate your request due to my school schedule (I am a full time professional school student running this shop by myself), my work schedule (yes I work some outside of school and this shop) or being out of town (once again I run this shop by myself). Please respect our response as I will not tell you that I can't do it because I don't want to. If I could ship everybody's orders the next day, I would.

Question 7

What kind of pressure can I apply to my new e-collar strap?

Accepted Answer

Pressure (besides a dog's normal movement) should never be applied to an e-collar strap to ensure adequate contact to be effective. This is particularly true with our collars as the bungees are not designed to hold up to pulling on it. This includes grabbing the collar when the dog lunges/pulls, pulling the dog by the e-collar strap, attaching a leash to the e-collar strap, etc. Doing any of these things or similar actions with you e-collar strap will negate any manufacturing guarantee on its integrity. We are happy to help if an accident happens, but we are not responsible for the cost or anything that happens with the misuse of our products. If you foresee this being an issue, please message about an alternative or order elsewhere.

Question 8

Can you order a different biothane color for me?

Accepted Answer

Is there a Biothane color that you would like that we do not currently have listed as available? We are happy to add it to our next order, which will typically be placed in the next week or 2. It is up to our discretion if we will required your order to be placed before the Biothane is ordered or not.

Question 9

I think my bungee broke due to a manufacturing issue, what should I do?

Accepted Answer

If you believe that your bungee due to a manufacturing issue, please message us with an image of the bungee and a description of what was happening when it broke (both are required). If we deem that the break was due to a manufacturing issue, we are happy to either send you a new bungee and rivets to replace it free of charge if you are comfortable replacing it yourself. If not, we will also covering the shipping for us to replace it for you. This will take more time than replacing it yourself.

Question 10

I think my bungee broke due to a use related issue, is there a way that I can just get the bungee replaced without having to buy an entire new e-collar strap?

Accepted Answer

If your bungee has broken due to a use related issue, whether you are aware of that or we inform you that the break is due to misuse of the item / normal wear (not manufacturing issue), we are happy to help you get your bungee replaced, but we are not responsible for the cost of that. We offer a bungee replacement set as a permanent item that includes the bungee and rivets needed to replace the bungee (see listing for all details). If you are not comfortable replacing it yourself, please message us and we can send you a listing that includes shipping for sending it back to us to replace it for you. We do not charge anything extra to replace it for you from what the set costs besides shipping both directions.

UPDATE: Orders placed from July 28 - August 25 will not ship until AFTER August 25th. We are unable to fulfill or ship any orders during this time.

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