Frequently Asked Questions
Shipping, Delivery and Refunds
What are your processing and shipping times?
Processing Times: Premade items will be shipped within one-three business days. All custom orders can take one-two weeks.
Domestic Shipping: Based on our experience, standard shipping can take between 4-10 business days. Please allow longer for rural.
Express shipping will take 2 to 4 business days on average. Please allow longer for rural.
How do I track my order?
Once your order is shipped you will receive an email confirmation containing your tracking details. Please click on the link to view your shipping updates.
What is your return policy?
Customers can return orders (except custom collars, sale items, Id Tags and harnesses) for a full store credit within 30 days of placing your order. We do not offer refunds.
Your item(s) will need to be in their original condition, unworn, unwashed and unstained.
Original delivery costs or their value are NOT refundable.
What are the warranties on your products?
We do not wish to see our products end up in landfill therefore we offer a life time warranty on our hardware.
If your hardware breaks or is found to be faulty, we will replace it (where possible) or restyle the product, at no cost to you.
Do you have eco-friendly packaging?
Native Collars aims to use eco friendly packaging materials to reduce unnecessary plastic waste in the environment.
What are your product sizing details?
We cater for the following neck sizes:
- XSmall - 26-32cm
- Small - 30-37cm
- Medium - 35-42cm
- Large - 40-47cm
- XLarge - 45-52cm
- XXL - 50-57cm
Please measure around the thickest part of your dogs neck. When wrapping the tape measure around the dog's neck, you should be able to comfortably slip two fingers between the neck and tape measure.
My dog is a puppy. What size should I order?
We can make the biothane adapter longer with more holes, giving you more room to grow into.
Please leave a note for us in the "Notes" section when checking out.
Please let us know the breed and age of your pup.
How do I care for my collars?
Please use dishwashing or mild detergent and a soft cloth to wash.
If gear is heavily soiled you can soak it in soapy water and then rub gently with a cloth. Please do not use a brush as this can damage the paracord.
If you have chosen stainless steel hardware, you can pop your gear in a laundry bag and wash it on a quick cycle in your washing machine. Please do not do this if you have black or antique brass hardware, as this will cause damage to the hardware.
Please use dishwashing or mild detergent and a soft cloth to wash/wipe. Do not use anything sharp or abrasive (brush) as this can damage the biothane. You can also use wet wipes to wipe off any dirt.
What colours do you offer?
We have approximately 50 colours for our Paracord products and over 30 for our Biothane colours.
Can you have two numbers stamped on the back of tags?
Yes, we can stamp two numbers on the back on all tags except the Moon tag, Wolf tag and Puppy Tags.
Can't find what you're looking for?
Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).