Frequently Asked Questions (FAQ)

 

Ordering & Shipping

 

How long will my order take to ship?

 

All of our products are handmade to order. Our wait times are regularly updated depending on how many orders we have to fulfil. Once your order has shipped, you will receive an email with tracking information.

• Collars, leashes, and accessories: 4-10 business days

• Orders including engraving or painting: 5-14 business days

• Harnesses: 2-5 weeks

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Update April 3 2025: Engraving Delay Notice

Our engraving machine is currently undergoing maintenance, which may cause slight delays in sending out orders that include BioThane engraving and ID tags.We’re working to have it back up and running as soon as possible and don’t anticipate a long delay. We’ll keep you updated on turnaround times as soon as we receive a confirmed repair date from the manufacturer. Thanks so much for your patience and support!– The Bowie & Co. Team

 

How long will my order take to arrive once shipped?

 

The predicted delivery period is listed at checkout. This timeframe is provided to us by our shipping provider and is an estimate only.

• We are not responsible if packages are delivered outside this timeframe, as shipping delays are out of our control.

• Please check your country’s tax and customs fees before purchasing. Import tax is not charged by us—it is set by your country.

 

Do you offer free shipping?

 

Yes! We offer free shipping within Australia on orders over $100.

 

Where are you based, and where do you ship from?

 

We are based in Gold Coast, Queensland, Australia, and ship worldwide.

 

Do you ship worldwide?

 

Yes! We frequently ship our products all over the world. Postage costs can be calculated at checkout. We offer both standard and express shipping options.

 

What happens if my order is lost, delayed, or damaged during shipping?

 

Once an order has shipped, we are no longer responsible for shipping delays, lost packages, or damages caused during transit.

• If your package is delayed or lost, we recommend tracking your shipment and contacting the shipping carrier directly.

• If your item arrives damaged, please contact us within 14 days so we can assess the situation.

• We will assist you in filing a claim with the carrier, but we cannot guarantee replacements or refunds for shipping issues.

 

Returns, Exchanges & Order Issues

 

Do you accept returns or exchanges?

 

Due to the custom nature of our products, we do not generally accept returns or exchanges. However, if there is an issue with your order, please reach out within 14 days of receiving your item, and we will assess the situation.

 

For full details, please refer to our Return & Exchange Policy.

 

What should I do if there is an issue with my order?

 

If you receive a faulty or incorrect item, please contact us within 14 days with your order number and photos of the issue. We will assess the situation and work with you on a resolution.

 

E-Collar Strap Troubleshooting & Fit Guide

 

Our BioThane e-collar straps are designed to fit most e-collar brands, but every brand is different. We cannot guarantee that your e-collar device will fit.

 

Additionally, BioThane thickness varies slightly between batches. 3/4” BioThane thickness ranges from .095” - .105” (2.41mm - 2.67mm). We do not control the thickness provided by our supplier.

 

Having trouble threading your e-collar receiver? Try these tips:

✔ Use pliers to carefully pull the strap through the loops.

✔ Apply a small amount of baby oil or olive oil to help it slide through.

✔ Wiggle and gently work the strap through—BioThane is flexible but sturdy.

 

If you still have difficulty, contact us for assistance.

 

Product Care & Maintenance

 

How do I clean and store my BioThane gear?

 

BioThane is waterproof, dirt-proof, and easy to maintain.

 

Cleaning Instructions:

✔ Wipe down with a damp cloth for everyday cleaning.

✔ For deep cleaning, use mild soap and warm water.

✔ Avoid harsh chemicals or alcohol-based cleaners, as they may damage the material.

 

Storage Tips:

✔ Store in a cool, dry place away from direct sunlight to prevent fading.

✔ Keep away from sharp objects that may puncture the material.

 

Caring for Your Painted BioThane Collar

 

Painted collars are sealed for durability, but over time, natural wear may occur.

• Avoid excessive water exposure (saltwater and chlorinated pools can accelerate wear).

• If your collar begins to chip, contact us—we offer free touch-ups.

 

Hardware & Durability

 

What is the difference between trigger snaps and lobster clasps?

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Lobster clasps are shown on the left, trigger snaps are on the right.

We also have carabiner clasps available as an upgrade to purchase.

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My dog spends a lot of time at the beach. What is the best hardware for salt water?

 

The best hardware options for saltwater are:

 

✔ Stainless steel hardware – Rust-proof, scratch-resistant, and stain-resistant in saltwater.

✔ Plastic hardware – Completely rust-proof and lightweight, making it a great option for beach adventures.

✔ Cobra® buckle – Durable, secure, and resistant to wear, making it one of the best choices for high-impact use.

 

❌ Metal quick-release buckles are not ideal long term for saltwater use. The springs inside the buckle can become jammed or break when frequently exposed to sand and salt. Metal quick release buckles in the stainless steel option are made with nickel plated hardware, so are also prone to jamming. 

 

If your dog swims often or spends a lot of time at the beach, we highly recommend plastic hardware or a Cobra® buckle for better longevity and reliability.

 

My dog is very strong. What is your strongest hardware option?

 

Our stainless steel hardware is the strongest option, with a break load of 200kg for collar hardware and 250kg for leashes.

 

Other hardware break loads:

• Black, Rose Gold, Multichrome: 160-190kg

 

What if my hardware breaks or rusts over time?

 

At Bowie & Co., we want your gear to last a lifetime and reduce waste by repairing rather than replacing. If your hardware experiences:

 

✔ Buckle or clip failure

✔ Rusted or broken hardware

✔ Popped or loose rivets

 

Please reach out to us, and we will organize a repair service.

 

🔹 Customers are responsible for shipping costs both ways.

🔹 Minor repairs will be free, but some repairs may have a small fee.

 

By repairing instead of replacing, we aim to minimize waste and ensure long-lasting gear.

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Custom Orders

 

Do you take custom orders?

 

Yes! We love bringing unique ideas to life and accept custom orders.

 

If you have a custom request, please email us at contact@bowieandco.com or message us on Instagram @bowieandcoau.

 

🔹 Please note: Due to the custom nature of these orders, they are final sale and cannot be returned or exchanged. Custom orders may also have longer processing times, depending on the request.

 

Discounts & Coupon Codes

 

Do you offer coupon codes?

 

Yes! You can find our discount codes on our Instagram page in our tagged photos.

 

✔ Brand ambassadors provide 10% off codes in their post captions.

✔ First-time website subscribers receive a one-time discount (subscribe at the bottom of each page).

✔ We occasionally offer promotions and discounts—subscribe to our mailing list to be the first to hear about exclusive deals and new releases.

✔ Follow us on Instagram, TikTok, and Facebook for giveaways and social media-only promotions: @bowieandcoau

✔ Website-exclusive discounts sometimes apply automatically at checkout.

 

Additional Questions?

 

If you have any other questions, feel free to reach out!

 

📩 Email: contact@bowieandco.com

📩 Instagram: @bowieandcoau

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