FAQs
Answers to the questions we hear most. Can't find yours? Send us a message and we'll get back to you.
Sizing guide
How do I size collars and leashes?
Collars. Two ways to get the number:
- Wrap a soft measuring tape — or a piece of string — gently around your dog's neck right where the collar normally sits. If you used string, mark the spot with your fingers and measure that length.
- Lay the collar your dog wears today on a flat surface and measure it end to end. A dog with an 18-inch neck, for example, wears a Large.
Slip collars. A slip collar has to pass over the head, so size it to the head, not the neck:
- Adjust your dog's current collar until it slides easily on and off over the head, then measure the collar's length. If your pup's head is wider than the neck, or you prefer a looser fit, add an extra ½ to 1 inch.
- Or measure the largest part of the head with a soft tape or string — loop from the top of the head to underneath the chin.
Hands-free leashes. The advertised length is the leash's total length used as a standard leash — it does not include the portion worn across your body or around your waist. Three things decide how much lead your dog gets: your own measurement (around your body, cross-body or waist, wherever you'll wear it), your dog's height at the shoulder (a taller dog needs less), and how you'll use it (a sniffing walk wants extra length). Every leash has a snap hook on both ends, and hook to hook it runs about 8 inches longer than the advertised length. An example: at 5'9" with a 58-inch cross-body measurement, an 8 ft leash (about 104 inches) leaves about 46 inches of lead — just shy of 4 feet.
Hands-free adapter (the belt on a two-piece leash). Measure your body first — diagonally from one shoulder to the opposite hip for cross-body wear, or around your waist at the level where the adapter will rest. The adapter's hardware is adjustable, so choose the size whose range puts your measurement comfortably in the middle.
Unsure about measuring, or just want a second opinion? Send us a message — we're always happy to help you find the perfect fit. If your measurements fall outside the available ranges, ask us about custom sizing.
What size collar does my dog need?
Pick the size whose range covers your dog's neck measurement (see "How do I size collars and leashes?" for how to measure). M/L is there for dogs who land between M and L — its range deliberately overlaps both neighbours.
- Small: 8–11 inches
- Medium: 12–15 inches
- Medium/Large: 14–17 inches
- Large: 16–19 inches
- X-large: 20–25 inches
If your dog is in between sizes, let us know — we can shift the hole spacing to accommodate.
Slip collars work a little differently: pick your dog's neck measurement (8 to 25 inches, in half-inch steps) and we size the collar S, M, L or XL from it. If you're looking for a size outside of those ranges, email us and we're happy to help.
How do I size a harness?
A harness sizes on two measurements, not the spot where a collar sits. Neck opening: measure at the widest part of your dog's neck, at its base. Belly circumference: measure at the widest part of the belly, usually just behind the front legs.
- Small: neck 9–15 in · belly 17–22.5 in
- Medium: neck 13–18 in · belly 22.5–31 in
- Large: neck 20–28 in · belly 28–41 in
The ranges overlap on purpose. If your dog lands in two, go by the belly measurement — or email us and we'll help you choose.
Ordering
How does the customization process work?
You design it right on the page — colors, size and options, with the price updating as you go. After you order, we send a proof to your email for approval before we make anything, so keep an eye on your inbox. Once you approve it, we get to work.
How long will it take to get my order?
Everything is made to order. Processing takes 1 to 3 weeks, and most orders ship within 2 weeks of the order date — it can vary a little with how many orders are in the queue. You'll get tracking by email the moment it ships. Most orders go USPS First-Class or Priority.
Can I change my order after placing it?
Contact us as soon as you can and we'll do our best. Once you've approved your proof and production starts, we can't make changes.
Materials and care
What is biothane?
Biothane is a coated webbing that is similar to leather. While it is comparable to leather, it does have some added benefits; it is waterproof, easy to clean, stink-proof and should not fade over time (unless exposed to direct sunlight for long periods of time). It is the perfect material for pets that love to get dirty.
How do I clean my gear?
Wipe it down with a damp cloth and mild soap. Biothane is waterproof, doesn't hold smell, and wipes clean. Check the hardware now and then for wear, like you would any collar.
Shipping
How much is shipping?
Free on US orders of $60 or more. Below that, US orders ship at the USPS rate shown at checkout (Ground Advantage or Priority Mail). International shipping is charged at the UPS rate shown at checkout and isn't included in the free-shipping offer.
Do you ship internationally?
Yes. International orders ship with UPS Worldwide Saver at the rate shown at checkout.
Returns
Can I return my collar?
Custom collars can't be returned for a change of mind — once you approve your proof, it's final. If we got it wrong, we remake it free.
Ordered the wrong size by accident? Contact us — we offer a paid rework so you don't have to start over.
If your collar is damaged within 6 months of receipt, we'll redo the design at no cost (shipping not covered). After 6 months, a rework fee applies.
Non-customized items can be returned or exchanged within 20 days of purchase.