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The Answers You Need

Have a question? Want to learn more about our store? We’ve compiled a list of some of the most popular questions, accompanied by our thorough answers. If you can’t find what you’re looking for, contact us.

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What are the shipping options?

Local pick-up available in the Lower Mainland/Fraser Valley, Vancouver BC areas for freeAll shipping fees are determined based on the weight of the item(s).Canadian shipments are sent via Canada Post (Expedited Parcels).

 

International Shipments: Customers are responsible for any Custom fees and duties.All Canadian parcels are insured up to $100 and tracked - you will be provided a tracking # once your package has been sent. International packages will be not be tracked.Fees are based on the following: Biothane and it’s hardware can be quite heavy. The heavier, bigger the package the more it costs. 

Why Biothane?

Why use Biothane and not Nylon or Leather?


Our furry friends love to get constantly dirty, wet, and smelly. That’s what dogs do, that’s what they love. However having to constantly wash and clean those muddy collars can get tedious, resulting in a costly trip to the pet store for a new one.

Compared to leather, Biothane is more durable, easier to clean and stronger, therefore it tends to outlast both leather and nylon. It is a polyester webbing with a TPU or PVC coating that makes it more durable, waterproof, and easy to clean. When your collar gets dirty, you simply wash it with soap and water, and wow, it’s looks new again.
Bonus, Biothane comes in many colour options, and the style of collar that can be produced from this material can vary. Therefore, there is no need to compromise looks over quality when it comes to your pet.

Cleaning Biothane?

Always rinse off your gear and hang to dry anytime you have been in the water or mud to keep it looking new. Always use a gentle dish soap for rinsing off dirt and dry once done. Do not use chemicals to clean your gear as it may lead to damage.  

FAQ: FAQ

Return Policy?

Returns are accepted on all unworn/unused products in original condition for store credit (excluding custom designs/customed sized items, or items that have been sold as discounts) for up to 30 days after receiving your purchase.

 

All customized products (includes all harnesses) are final sale. Items which have been customized cannot be returned, however are covered under our Hardware Warranty and Guarantee.  Adjustments to harnesses can be made free of charge, however there may be additional costs associated to any additional hardware of modifications. 

HTV: HTV (Heat Transfer Vinyl) Collars - While we make every effort to ensure longevity when applying HTV onto the collars, maintaining of their colours, and being waterproof. Excessive use of the HTV collar may lead to wear over time (being in repeatedly used in salt water, dirt, grim, over cleaning, use of chemicals, extended exposure to sunlight, or exposure to pesticides). HTV Collars should be considered “decorative.” Pealing of any HTV on a collar will be covered for 30 days from date of purchase with receipt. Should the HTV peel or lift, collar can be returned for repair or replacement. If no stock available for replacement, an alternative will be offered, or store credit given.

Costs associated with return shipping is at buyer's expense.

Hardware

All metal hardware components are warrantied against breakage for up to one year after receiving your product. Hardware malfunction (breakage) will be repaired free of charge or if requested replacement hardware can be shipped. This covers all buckles, O-rings, D-rings. Plated metals (the finish on them) are prone to wear and fading overtime and is not covered under warranty. Plastic quick-release buckles are prone to break overtime: Plastic quick release buckles may be repaired up to 30 days from date of receiving purchase only.

Breakage or Malfunction of hardware caused by excessive pulling, misuse, or modification, is not covered.

Costs associated with return shipping in order to repair product is at buyer's expense. Costs to ship replacement hardware is free.

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What is not covered

The finish on all hardware will ware over time and is considered normal wear and tear, and not covered by the hardware warranty. Damage to biothane is not covered unless the damage has been caused when the collar was created. Damage through exposure to harsh chemicals (including insect repelents), extreme heat, cold conditions, modifications, or chewing.  Biothane is durable but not chew proof, exposure to such harsh conditions may lead to damage. Hardware tarnish may stain biothane over time. Tampering with hardware, making adjustments, or modifications to the product after purchase will void all warranties.For more information on returns or how to request a repair, please email us at infol@charliemabel.com

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