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.
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, please Create a Wholesale Account. You can access our Wholesale Catalogue, Price List, and Wholesale Order Portal directly through our website and place an order with us.
Your first order shipping is on us!
Please email us at contact@theostrich.ca if you have any questions.
Gear Questions
How does our 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 hardware durable?
We proudly use only Stainless Steel and Solid Brass Hardware in our store, ensuring enduring quality and timeless appeal. For those seeking a touch of fashion flair, we also offer Black Hardware.
Black hardware is a plated metal that will inevitably lose its colour over time. We stock them as they remain a popular choice. However, we always recommend our stainless steel and solid brass hardware.
Please keep in mind that solid brass hardware naturally oxidizes as it ages. It can leave grey/green tarnish marks against the BioThane®, more noticeable on the lighter colours. Martingale collars can also leave leave marks on fur, especially on white coloured dogs. These marks can be cleaned away and are non-toxic.
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.
Grooming Questions
What makes our grooming loops ideal for busy groomers?
Seamlessly move from grooming table to the tub and vice versa, with the convenience of easy wipe-downs between appointments and thorough sanitization at day's end. The grooming loops are designed for durability, preventing fraying and ensuring a long-lasting use.
It does not absorb water or grooming products, meaning cut hair won’t stick, and it dries swiftly.
Enjoy a grooming tool that remains free of mold and odors, offering sustained quality and reliability.
Use the grooming leash to guide dogs back to their owners or to gather them for their appointments within the salon, ensuring a professional and efficient transition.
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. 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. 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, Canada Post, and Purolator for shipping within Canada & to the US.
We use Canada Post 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.