Information About Dot & Dash

Products

Cleaning
For BioThane® webbing products, wash in warm, soapy water. Avoid abrasive cleaners and harsh chemicals.

Natural Brass
Natural brass may develop a patina over time. You can either leave it as-is or restore it to its natural finish (there are a variety of homemade and commercial cleaning products available). Leaving the patina won't affect the performance of the brass itself.

DEET
Avoid contact with products that contain DEET (like some bug sprays) since DEET can deteriorate the coating on the BioThane® webbing.

Salt Water
If your dog is regularly in or near salt water, we recommend rinsing your products afterwards.

Colors
Actual colors may vary due to screen settings, lighting conditions, and how everyone sees colors differently. We attempt to display colors as accurately as possible, but we can't guarantee that the color you see accurately portrays the true color of the product.

Variation
All Dot & Dash products are handmade with a high attention to detail. That said, the nature of handmade goods means that there may be some variation between individual items, although we try our darnedest to ensure consistency.

We try our best to provide you with the highest quality of product, but sometimes things go a bit sideways.

Dot & Dash will cover the lifetime replacement of any product against defects in manufacturing and workmanship, and will replace your item for free.

To be eligible, items must be original and unaltered. The warranty extends to the original purchaser only and is non-transferrable.

Not covered by our limited warranty:

Normal wear and tear.
Chewing or other animal-derived damage.
Accidental damage.
Natural breakdown of materials over an extended time.
Accelerated breakdown of materials due to exposure to harmful chemicals.
Small cuts or nicks to BioThane® coating.
Hardware scratches, plating removal, or patina.

How to submit a warranty claim:
Email support@dotdashdog.com with the subject "Warranty Claim".

Include:

Your order number.
Your full name.
Clear photos or videos of the issue.

We will reply to your claim with further instructions within 3-5 business days.

Materials

BioThane® coated webbing is a common leather alternative that consists of a polyester webbing core with a coating of PVC. It’s durable, flexible, and soft to the touch, as well as waterproof, stinkproof, and easy to clean.

BioThane® coated webbing is latex-free.

For additional information, you can view its Article Information Sheet (PDF).

All BioThane® coated webbing is produced by BioThane Coated Webbing Corp at their North Ridgeville, Ohio facility.

All metal hardware is made of solid brass, which is durable and rust-proof.

Most products offer three hardware finish colors (Natural Brass, Nickel Plate, and Matte Black)—all of which are solid brass, regardless of the finish.

Notes on Finishes
No hardware is scratch-proof, and the hardware on your Dot & Dash product may scratch and scuff with use, which is normal. Scratches or wear of any plating or coating will not effect the performance of the brass underneath.

If you're concerned about how your hardware may look with lots of wear, we suggest you opt for Natural Brass or Nickel Plate. Matte Black uses a PVD coating which looks fantastic, but will show scratches more noticeably than the other options.

Natural brass may develop a patina over time. While some enjoy this antique look, you can remove the patina using a variety of methods, including homemade and commercial cleaners.

Safety
The brass hardware used in Dot & Dash products is designed and produced by a U.S. company and uses low-lead solid brass (under 90ppm) that meets California PROP 65 and European REACH Standards.

All Dot & Dash products are handmade with a high attention to detail. That said, the nature of handmade goods means that there may be some variation between individual items, although we try our darnedest to ensure consistency.

Processing and Shipping

Processing time is 1-3 weeks, excluding holidays. Shipping times are in addition to processing times.

We use USPS Ground Advantage, so shipping times are typically 2-5 business days, depending on the destination (we ship from Massachusetts).

Shipping to Alaska, Hawaii, or offshore destinations may take longer.

Shipping times are in addition to processing times.

We ship to addresses within the 50 U.S. states, Washington, D.C., U.S. territories, and APO addresses.

All U.S. orders are shipped with USPS.

We ship USPS Ground Advantage for a flat fee of $7.50 per order.

Free domestic shipping is available for orders over $75.00, after any discounts have been applied.

Once your order ships, you’ll receive an email with USPS tracking information.

At this time, we do not offer shipping outside of the United States.

Orders

To return an item it must be new, unused, and in saleable condition. If you’ve taken the tags off, that’s ok—just include them in the return package with your item(s). Return requests must be started within 30 days of receipt.

To start a return:
Email support@dotdashdog.com with the subject "Return Request" and include:

Your order number
Your full name
The item(s) you wish to return

Please note:

If, upon arrival, your item(s) appear to have been used, a $15 fee per item will be subtracted from your refund.
All customized items will be subject to a 15% restocking fee.
Customers are required to pay return shipping costs.

Once you have request a return, we'll send you an email with additional details including the return address. Please do not mail anything unsolicited.

We do not currently offer exchanges. If you would like a different size or color, you will need to submit a return request and submit a new order.

You can cancel your order up until it has been handed over to USPS.

Entire order cancellation
You will receive a full refund including shipping costs and taxes (if applicable), minus nonrefundable costs such as payment processing fees.

Specific item cancellation
You will receive a refund for the cancelled item(s) including taxes (if applicable), but you will not receive a refund for any shipping costs or nonrefundable costs.

How to request an order cancellation:
Email support@dotdashdog.com with the subject "Cancel Request" and include:

Your order number
Your full name
The items you wish to cancel, or if you want to cancel the entire order.

Other

We offer discounts from time to time through our newsletter. Make sure to sign so you don't miss out (and we promise to never spam you).

Always supervise your dog whenever they are wearing or using our gear. Dot & Dash Dog Company, LLC is not responsible for any damage, injury, or loss sustained from the use of our products.

We can't control what happens to our products once they leave our hands.

However, we firmly support fear-free, force-free, and positive reinforcement for training and behavior modification.

For more information on reward-based methods, The American Veterinary Society of Animal Behavior's Position Statement on Humane Dog Training (PDF) is a great start and includes references.