FAQs + Return Policy

🐶 Do you make everything by hand?

Yes! Every leash, collar, and accessory is handcrafted by me (Fern) with help from my quality control manager, Annie. Each piece is made to order or in small batches, so you’re getting something truly unique.

💦 What is Biothane?

Biothane is a waterproof, odor-resistant, and super strong material that feels like leather — but without the upkeep. It’s perfect for muddy hikes, lake days, and everyday walks. Just wipe clean with a damp cloth and it’s good as new!

🦴 Can I order a custom color or length?

Absolutely! Custom orders are one of my favorite parts of this business. You can choose your color, hardware, and length on each product page. If you don’t see what you’re looking for, send me a message — I’m happy to create something special.

🐾 How long will my order take?

Processing times depend on the type of product:

  • Pre-Made Products: Ship within 2–3 business days.
  • Custom Orders: Usually 1–2 weeks before shipping.

You’ll get a tracking number as soon as your order is on its way.

📦 Do you offer local pickup or delivery?

Yes! If you’re located near Edmonton, AB, you can choose Local Pickup at checkout. I’ll message you when your order is ready for pickup.

Delivery will be available very soon!

🎁 Do you sell at markets or events?

Yes! I love meeting customers in person. Keep an eye on my Instagram (@fnadogco) for updates on where I’ll be popping up next.

What is your Return Policy

At FNA Dog Co, we want you and your pup to love every item you order! Because many of our products are handmade, customized, or limited edition, please read our return and exchange guidelines carefully.

Returns

Pre-Made Items

If you purchase a pre-made product (shirts, sweaters, mugs, tumblers, pre-made Biothane):

  • You can return it within 14 days of delivery for a store credit or exchange.
  • Items must be unworn, unwashed, and in original condition.
  • Customized items (like personalized names, colors, or messages) cannot be returned.

Custom Orders

All custom orders (Biothane gear, reverse appliqué sweaters, personalized gifts, advent calendars, etc.) are made to order:

  • No returns or exchanges due to personalization or sizing errors.
  • If your item arrives damaged or defective, contact us within 7 days of delivery — we’ll work with you to repair, replace, or correct the issue.

How to Request a Return or Exchange

  1. Email us at fnadogco@gmail.com with your order number and reason for return/exchange.
  2. Include photos if your item is damaged or defective.
  3. Once approved, we’ll provide instructions for shipping your item back.

Shipping costs for returns are the responsibility of the customer, unless the item was defective or damaged during shipping.

Our Promise

We craft every product with love, care, and a lot of dog hair 🐾 — and we want you to feel confident in your purchase. If anything goes wrong, we’ll do our best to make it right!

✨ Still Have Questions?

Reach out anytime at fnadogco@gmail.com — I’m happy to help!