Question 1

What is BioThane®?

Accepted Answer

Biothane® is a brand name of all coated webbing products made by BioThane Coated Webbing Corp. We generally use the Standard Beta and Super Heavy Beta lines, which is a polyester webbing with a TPU or PVC coating on top. This product is absolutely perfect for the adventurous pup! The material is vegan, waterproof, stinkproof and stain resistant. It is extremely durable even in freezing temperatures, and it has the soft, flexible feel of broken in leather. It even has a break strength of 1000lbs! BioThane® is produced in the USA and then we handmake all of our products here in Canada!

Question 2

How do you clean BioThane®?

Accepted Answer

Our absolute favourite thing about BioThane®? It looks brand new in minutes.
 
To clean your Pack Hardware products, rub a damp washcloth with a bit of dishsoap along the BioThane®, rinse your cloth and wipe it all down and leave it to dry. For anything extra smelly (skunked, anyone?), add a bit of white vinegar to neutralize the odour. If you have any issues, just give us a shout at packhardware@gmail.com!

Question 3

What is your warranty?

Accepted Answer

For all questions about warranty, please refer to our Shipping, Returns & Warranty page for more information on making a return or exchange.

Question 4

When will my order ship?

Accepted Answer

For all questions about shipping, please refer to our Shipping, Returns & Warranty page for more information on the status of your order.

Question 5

How can I return or exchange a product?

Accepted Answer

For all questions about returns and exchanges, please refer to our Shipping, Returns & Warranty page for more information on making a return or exchange.

Question 6

I didn't receive an Order Confirmation or Shipping Confirmation email.

Accepted Answer

Order Confirmation and Shipping Confirmation emails are automatically sent when your order is placed and shipped. Please check all your emails and email folders, including spam. If you still cannot locate it, please contact packhardware@gmail.com for assistance.

Question 7

I want to cancel my order.

Accepted Answer

We're sorry that you would like to cancel your order. If we have not begun production on your order, we would be happy to cancel for a full refund. If we have started producing your order we are unable to cancel. Refunds processed on payments accepted through our website will be subject to a 3% administrative fee, at the discretion of Pack Hardware, as certain fees are paid to the website provider from the initial payment.

Question 8

Can I add or make changes to my order after it has been placed?

Accepted Answer

We are happy to help you add to your order if it has not yet shipped. Changes to your order if production has not yet begun may be accomodated, however the changes may be subject to a change fee or denied depending on the nature of the change. Please reach out to packhardware@gmail.com.

Question 9

I have placed multiple orders that I would like shipped together, how do I do that?"

Accepted Answer

As long as we haven't already shipped out any of your orders, contact packhardware@gmail.com with your order numbers and we would be happy to send them out together.

Question 10

How do I make a custom order?

Accepted Answer

Custom orders are our favourite! We love heearing your ideas and making them a reality. Please reach out to us through Instagram, Facebook, our website, or by email at packhardware@gmail.com to get started on your custom order!

Question 11

My package was lost, can I get a refund?"

Accepted Answer