How come I have to wait a certain time for my product to be made?
Everything is handmade one by one therefore it may take a bit of extra time to complete your order. Good things take time, and a lot of hard work and passion goes into making your products that you can love and use for a long time.
Do you make custom products?
We LOVE making custom products! If you can’t find what you are looking for on our website or have a special request, email us at [email protected].
How do I clean my Biothane leash and collar?
It’s easy! Just with some soap and water. For all the detailed steps and recommendations visit our BioThane® Care Guide
I ordered the wrong size leash / collar, can I exchange it?
Since we custom make the colour combination for you it will be hard for us to resell this item. However we want you to be happy so you may contact us at [email protected] within 30 days after purchase and we can discuss on a case by case basis. Should there be a price difference to the new item we will either refund or charge you the difference. We can not exchange items after 30 days from the date of purchase. Shipping costs for items to be exchanged are at the buyer’s expense.
But what if I don't want my awesome, amazing and beautiful new leash, collar or product anymore?
Unfortunately we do not take returns as they are made to order.
My leash / collar is broken, how can I get it fixed?
If it's due a manufacturing defect, see Warranty. If it is not as a result of a manufacturing defect, we can discuss it on a case by case basis to see if there is something we can to resolve the issue.
What currency are the prices on the website in?
They are in Canadian Dollars.
Where do you ship to? Do you ship internationally?
Yes! The website automatically ships to Canada, USA and Australia. Contact us for a shipping quote to other countries.
What if my package doesn't arrive?
Unfortunately we can not be responsible for lost or stolen packages. We recommend purchasing parcel tracking or insurance. Please read our shipping terms on our Returns, Exchanges, Shipping & Free Pickup.
Even though I love Nose and Hearts, how do I unsubscribe from communications?
We understand that you value your privacy and don't want to be inundated with emails. If you would like to unsubscribe from communications about our new super awesome scentwork supplies and ideas let us know at [email protected]
What if an accident happens with one of your products?
You are responsible for the correct use of the equipment and products available on this website. Always check all of your gear before use, whether made by us or anyone else. Each consumer is responsible for determining the suitability of all Nose and Hearts Scentwork Supply products for their individual situation and needs.
The consumer and/or user accepts all responsibility by purchasing or using these products. Nose and Hearts Scentwork Supplies is not to be held liable for any damages whatsoever, including but not limited to: defect in material or workmanship, misuse or improper use of products, accident or death regardless of the cause, negligent or faulty design.