When will my order ship?
The turnaround time for shipping depends on the size and complexity of your order. Please note that the turnaround time is an approximate timeframe and not a deadline, and the actual ship date may fluctuate. Longer delays may occur if we need to contact you about your order and are awaiting a response, if your order involves unusual customization of items, if it is a large order, or for a wholesale order.
Made-to-order items will typically be shipped in under two (2) weeks. Pre-made items will typically be shipped in under one (1) week. If an order has both made-to-order and pre-made items, please expect the longer wait time since your whole order will be shipped together.
Who pays customs and import taxes?
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
What type of fasteners are used on flat BioThane?
We use a variety of sizes of open-back Chicago screws. We use this type because we apply a threadlocker adhesive on all the Chicago screws, and the open-back design allows us to wipe away any excess threadlocker without it getting on the BioThane. If a product has a Chicago screw that threadlocker is not used on, it will be noted on the product page and will need to be periodically checked for tightness.
What type of fasteners are used on round (rope) BioThane?
We use either stainless steel or brass crimps, depending on the color of the hardware you choose. These crimps require a special pressing machine to close and secure them.
Do you offer wholesale orders?
Yes, we do offer wholesale orders. Please send us a message via our Contact Us page to place a wholesale order. There is a 10-item and $100 minimum for all wholesale orders.
Can I exchange my order?
We accept exchanges for many of our items within 30 days of delivery. However, we do not accept exchanges for custom items, only pre-made items. The item must be in brand-new resalable condition and not damaged in any way. Please use our Contact Us page to request an exchange.
Can I cancel my order?
You can cancel your order only if no material has been custom ordered or cut. Please contact us as soon as possible via our Contact Us page if you need to cancel your order. Note that some orders may not be cancelable. All refunds will be less a 5% payment processing fee.
Can I return my order?
We accept returns on a case-by-case basis. To qualify for a return, the item(s) must be undamaged and unworn. You must request a return within 30 days of delivery. Please request a return via our Contact Us page. All refunds will be less a 5% payment processing fee, shipping is not refundable. Buyer must pay for return shipping. We will not refund products that have been damaged by a pet.
If you have any further questions or if you don’t see your question answered here, please feel free to send us a message from our Contact Us page.