Frequently Asked Questions
Have a question about your order or Backwoods Dog gear? You’ll find answers to our most common questions below.
For help with a specific order, email us at backwoodsdogstore@gmail.com and include your order number.
Ordering and Production
Where is Backwoods Dog gear made?
Our gear is proudly handmade in our Ontario, Canada studio.
Most products are made to order using the colours, hardware and sizing options selected at checkout.
How long does it take to make my order?
Please allow 3–10 business days for production before your order ships.
Production time does not include weekends, statutory holidays or delivery time. Larger orders, custom requests and orders placed during sales or other busy periods may require additional time.
You will receive a shipping-confirmation email with tracking once your order leaves our studio.
Can I change or cancel my order?
Email backwoodsdogstore@gmail.com as soon as possible.
Because our gear is made to order, production may begin within hours of purchase. We will try to accommodate your request, but changes and cancellations are not guaranteed once production has begun or the order has been completed, packed or shipped.
Please review our Return & Exchange Policy for complete details.
Do you accept custom orders?
Some products can be customized beyond the standard options shown on our website.
Please contact us before ordering to confirm whether your request is possible and whether additional charges apply.
Custom sizing, engraving and products made with special materials, hardware or construction are final sale.
Choosing from the regular sizes, colours and hardware options shown on a standard product listing does not automatically make the item a custom order.
Sizing and Fit
How do I choose the correct size?
Measure your dog before ordering and compare the measurement with the chart shown on the product page.
Do not rely only on your dog’s weight, breed or the labelled size of an existing collar or harness. Sizing can vary between products and brands.
Visit our Sizing Guide for measuring instructions.
What should I do if my dog is between sizes?
Choose the size that places your dog’s measurement comfortably within the listed adjustment range rather than at its absolute minimum or maximum.
If you are unsure, email us your dog’s measurements and the product you are considering before placing your order.
Which width should I choose?
The best width depends on your dog’s size, build and comfort.
Narrower gear is generally lighter and may be more comfortable for small dogs. Wider gear provides a broader surface and may be more appropriate for larger dogs.
Product listings show the available width and recommended sizing information. Contact us before ordering if you need help choosing.
Shipping
How much is Canadian shipping?
Our standard Canadian shipping rates are:
- Orders below $99.99 CAD: $13.95 CAD flat-rate shipping
- Orders of $99.99 CAD or more: Free shipping
The free-shipping threshold is calculated after discounts and before taxes.
Additional shipping charges may apply to some rural or remote locations. We will contact you for approval before applying an additional charge.
How much is U.S. shipping?
U.S. shipping is calculated at checkout based on the delivery address and order size.
Applicable duties, tariffs and import taxes are prepaid through checkout or included in the shipping amount whenever required.
Please review our Shipping Policy for complete information.
How much is U.S. shipping?
U.S. shipping is calculated at checkout based on the delivery address and order size.
Applicable duties, tariffs and import taxes are prepaid through checkout or included in the shipping amount whenever required.
Please review our Shipping Policy for complete information.
How long will delivery take?
Most orders arrive approximately 5–10 business days after shipment.
This is in addition to our 3–10-business-day production time.
Delivery estimates are not guaranteed. Weather, holidays, courier disruptions, rural delivery and customs processing may cause delays.
Will my order include tracking?
Yes. All orders are shipped with tracking.
We use carriers such as Canada Post, UPS, and Canpar depending on the destination, parcel size and available service.
Tracking may require up to 48 hours to update after the shipping label is created.
Returns, Exchanges and Warranty
Can I return an item?
Eligible unused items may be returned when requested within 30 days of delivery.
Approved returns are subject to a 20% restocking fee. Customers are responsible for return shipping, and original shipping charges are non-refundable.
Custom and personalized items are final sale.
Please review our full Return & Exchange Policy before sending anything back.
Can I exchange an item for another size or colour?
Eligible unused items may be exchanged when requested within 30 days of delivery.
The customer is responsible for shipping the original item back to us and for the cost of shipping the replacement item.
The 20% restocking fee does not apply to an approved exchange.
Please contact us before returning an item.
What happens if I receive the wrong or damaged item?
Contact us promptly at backwoodsdogstore@gmail.com and include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the parcel or packaging when shipping damage is involved
When an error is ours or an eligible defect is confirmed, return and restocking charges will not apply.
Does Backwoods Dog gear include a warranty?
Backwoods Dog gear is covered by a 1-Year Limited Warranty against eligible manufacturing defects and hardware malfunctions from the date of delivery.
Normal wear, chewing, misuse, cosmetic hardware wear and damage caused by external factors are not covered.
Please review our full Warranty Policy for coverage and claim instructions.
BioThane and Product Care
What is BioThane?
BioThane is a coated polyester webbing designed to be durable, waterproof and easy to clean.
Unlike fabric webbing, it does not absorb water and dries quickly. This makes it especially useful for rain, snow, mud, swimming and everyday outdoor adventures.
Is BioThane gear completely waterproof?
The BioThane material is waterproof and does not absorb water.
Hardware performance varies by material and finish. After exposure to salt water, road salt, mud or chemicals, rinse the complete product with clean water and allow it to dry fully.
Visit our BioThane Care Guide and Hardware Care Guide for complete instructions.
How do I clean my gear?
For regular cleaning:
- Wash the BioThane with warm water and mild dish soap.
- Wipe away dirt using a soft cloth or sponge.
- Rinse thoroughly.
- Dry the hardware and hang or lay the item flat to finish drying.
Avoid harsh cleaners, solvents and prolonged contact with insect repellents, flea-and-tick products or other chemicals.
Is Backwoods Dog gear chew-proof?
No. BioThane is strong, but it is not chew-proof or cut-proof.
Do not allow your dog to chew, carry or play tug with collars, leashes, harnesses or long leads. Damage caused by chewing is not covered by our warranty.
Rope Tug Toys are intended only for supervised, interactive play and should not be left with a dog for independent chewing.
Can BioThane be used in cold weather?
Yes. BioThane remains flexible in cold conditions and is suitable for normal use in snow and winter weather.
Regularly inspect the complete product and hardware, particularly after exposure to road salt, ice and harsh winter conditions.
Will the colour fade or transfer?
Some fading may occur over time, particularly with fluorescent colours or prolonged exposure to direct sunlight.
Certain colours—especially fluorescents—may occasionally transfer onto light fur, fabric or other materials. Store different colours separately and clean any colour transfer with soap and water.
Will the hardware rust or change colour?
Hardware appearance and durability depend on the material, finish, environment and care.
- Stainless steel is highly rust-resistant but may still develop marks under harsh conditions.
- Solid brass naturally darkens and develops a patina.
- Nickel-plated hardware may eventually tarnish or rust.
- Black-coated hardware may scratch, chip or wear with use.
These cosmetic changes are not normally considered manufacturing defects.
Visit our Hardware Care Guide for detailed care instructions.
How strong is Backwoods Dog gear?
Our products are made with durable materials and hardware selected for normal, intended dog-walking and adventure use.
No collar, leash, harness or piece of hardware is indestructible. Strength also depends on correct sizing, appropriate use and the condition of every component.
Inspect your dog’s gear regularly and discontinue use if you notice cracking, deep cuts, loose rivets, damaged hardware or other signs that could affect safety.
Retailers and Wholesale
Can I purchase Backwoods Dog products in a store?
Yes. Select independent retailers carry Backwoods Dog products.
Visit our Retailers Page to find a store near you. Product selection, colours and inventory vary by location.
Do you offer wholesale?
Yes. We offer wholesale ordering for approved Canadian brick-and-mortar pet and outdoor retailers.
Visit our Wholesale Page for program information and application instructions.
Wholesale pricing is available only to approved retailers and is not displayed publicly.
Still Have a Question?
Email us at backwoodsdogstore@gmail.com.
For questions about an existing purchase, please include your order number so we can assist you more quickly.