Returns and Exchanges

We tailor our custom gear to fit you and your dog precisely.

If you have any issues with your gear, please contact us immediately. All of our custom gear comes with a Custom Fit Guarantee.

If you need to make a return, returns may be made within 30 days of receiving your gear for any reason. Buyer is responsible for return shipping.

Custom Fit Guarantee

Our custom gear comes with a Custom Fit Guarantee. If you have any issues with the fit of your custom gear, contact us within 15 days of receiving your custom gear and we’ll get it fitting right.

Our gear is designed to be modular to easily swap out any and all components. If your custom gear has any fit issues, we’ll send you new components and kindly ask you to send back any extra or replaced components. We’ll take care of the cost of components and shipping to you for the first adjustment.

For any further fit adjustments or if your request is received later than 15 days from receiving your custom gear, please see our Warranty and Repair details.

Custom Gear Returns

Returns may be made within 30 days from when your order arrives for any reason.

Gear must be in new condition with no signs of wear.

Please include your original packing slip with your returned items. Buyer is responsible for return shipping. Any items returned without a packing slip or provided return slip cannot be processed.

All custom gear is tailored to your exact measurements, needs, and tasks, and is truly unique to you and your dog. So we cannot resell your gear.

A 20% fee will be deducted from your refund for each returned custom item or damaged standard items to enable us to be as environmentally conscious as possible in processing your returned custom gear and donating it to our local animal shelter, Austin Pets Alive!.

Sustainability

Help us in our efforts to be environmentally conscious and ensure your gear measurements are accurate and precise. This helps us to minimize shipping waste and pollution and product waste. If you have any questions about how to measure, please contact us.

Any returned custom gear or components or exchanges will be re-sold, re-used, or repurposed if possible.

It is not possible to recycle Biothane, so we will need to dispose of these components if we cannot repurpose them. Returned hardware components may be repurposed as long as they are still in new condition. Any hardware that is damaged or worn may be repurposed in demo models. Any hardware that is too damaged or worn to be re-used will be recycled. Alternatively, any and all gear that we believe may be usable or helpful to our local animal shelter, we will donate to Austin Pets Alive!.