Your Questions, Answered:
General Questions
What is your order processing time?
All items are individually handcrafted in our Toronto studio. Due to the custom nature of our products, our processing time is 1-2 weeks. This is the time it takes to handcraft your order before it gets shipped, and does not include shipping time.
While we strive to process all orders within this timeframe, processing times may be longer during busy periods. Please don't hesitate to contact us if you have any questions about the status of your order.
Customizations will take additional time (6 - 8 weeks for custom designs).
Do you accept returns or exchanges?
Since all of our products are handmade to order, we are unable to accept returns or exchanges unless there is a warranty issue.
Please ensure to carefully measure your pet's neck to ensure that the correct size is purchased.
View our size chart here. If you are unsure about sizing, please feel free to email us at contact@theostrich.ca - we are more than happy to help!
Do you accept custom orders?
Yes, please visit the custom order page for custom design requests.
If you'd like customizations for size/length (ie. XXXL collars, 7ft leashes, 50ft longlines, etc) then please send a detailed email.
Custom requests will be reviewed on a case by case basis, and we may or may not be be able to accommodate them based on our current order volume. Please email us at contact@theostrich.ca to discuss any custom length requests.
Do you accept wholesale orders?
Yes, our wholesale website will be going live soon. Until then, please email us at contact@theostrich.ca for any wholesale related inquiries.
Gear Questions
How does your gear excel in all environments?
Central to our innovative product line is BioThane® webbing, a material that outperforms traditional leather and nylon, making it the cornerstone of our designs.
The unique composition makes our products ideal for any environment, offering resistance to water, mud, and sand. Whether you're hiking the trails or strolling the beach, our gear is designed for easy cleaning and quick drying, promising no mold, no odors, and a longevity that traditional materials can't match.
You can easily rinse the gear with a bit of water if it gets dirty while on a walk with your dog. It air dries in 1-2 minutes, or you can choose to pat dry with a paper towel or cloth.
Is your gear waterproof?
All of our gear is waterproof and wipe-clean. We use a non-porous leather alternative called BioThane®, which has been used in the equine industry for decades. It is notably stronger than animal leathers and is renown for its waterproof and wipe-clean properties.
What are the cleaning instructions?
Video One of the benefits of the Ostrich™ gear is that it can be easily wiped clean. Simply run the collar under the tap with some soap and use your fingers or a cloth to gently remove any dirt. Rinse away any remaining soap residue and dirt with clean water.
If heavily soiled, run it under the tap and use a toothbrush to gently remove any dirt. Take care not to abrasively scratch the product.
Do not use any harsh chemicals, bleach, or alcohol to clean the products. Additionally, do not machine wash the products as they may scratch and/or damage your machine.
Additionally, just like how scratching animal leather abrasively shows discoloration, our printed vegan leather behaves similarly – a testament to its natural charm.
Shipping Questions
How much is shipping?
Shipping rates are calculated at checkout.
All shipping is tracked and you will receive a tracking number once your order ships. Most orders are delivered within 1 - 5 business days. Please allow up to 14 business days for your order to be delivered, especially during peak periods.
International shipping is calculated at checkout based on your location. All shipping is tracked and you will receive a tracking number once your order ships. Most orders are delivered within 5 - 10 business days. Please allow up to 6 weeks for your order to be delivered, especially during peak periods.
What shipping couriers are used for Canada & US shipping?
Shipping:
We use UPS, Purolator, GLS and FedEx for shipping within Canada & to the US.
We use UPS, Purolator, and FedEx for shipping to other overseas countries. Please note that international buyers are responsible for any tax, customs, duty or import fees due on their orders unless otherwise noted.
Order Tracking:
All of our dispatched orders are tracked. An email will be sent to you with the tracking number once the dispatch takes place.
