FAQ

GENERAL QUESTIONS

BioThane® is the brand name of all coated webbing products made by BioThane Coated Webbing Corp. It’s a polyester webbing with a TPU or PVC coating that makes it more durable, waterproof, and easy to clean.

Under normal conditions, you should experience little to no color fade. In general, the deeper the shade of the hue, the longer it will last. It is possible for certain colors, especially fluorescent colors, to transfer onto hair, skin or fabric. These colors are not hazardous and they should not present a health or safety hazard. If color transfer happens, wash with soap and water. If irritation persists, get medical attention.

The majority of our hardware is made from solid brass. Due to the natural patina that inevitably forms on brass products, dogs with white fur are more likely to experience discoloration of the neck fur. This discoloration should wash out easily with a dog shampoo formulated with whiteners to remove discoloration safely. For serious stains, you can make a paste out of baking soda and brush it into the affected area. Baking soda is a natural bleaching agent that won't damage your dog’s coat.

Nickel is incorporated in many day-to-day products which can cause an allergic dermatitis rash in animals with allergies to nickel. Dogs with contact allergies will have outbreaks at the site of contact. If your dog exhibits any of the following symptoms after exposure to one of our products, discontinue use immediately and make an appointment with your vet.

Lesions on the neck area of the skin
Skin irritation or redness
Loss of fur
Itchy, scaly skin
Discharge or infected pustules or bumps
Change in pigmentation of the skin
Developing infections within the lesions

Use a soft sponge, wash with warm water and soap or a mild detergent. Scuff marks on light colored BioThane® can be removed with a Mr Clean® Magic Eraser. Please see our Care Guide for more information.

STOREFRONT VISITS AND LOCAL PICKUP

We here at Sierra Canine Supply are taking every precaution to ensure the health and safety of our employees, customers and communities. We continue to closely follow guidance from national, state and local authorities to make sure we’re operating in compliance with any guidance, requirements or restrictions in place.

Health & Safety Measures

Members of our team have been directed to follow strict hygiene protocols which include frequent hand washing, equipment disinfection, and the wearing of personal protective equipment (PPE) like masks and gloves. We are also conducting daily temperature checks and asking employees to stay home if they are sick, providing them with the resources to make that possible.

As a result of rising case numbers in Fresno County, we are strongly encouraging customers to wear CDC approved face coverings regardless of vaccination status. Face coverings made of mesh or other loosely-knit fabric are not permitted. Additionally, face coverings must fully cover the nose and mouth at all times. We will provide disposable face coverings for anyone who doesn’t have them. We’re asking our community to respect this simple action to keep our employees and their fellow customers safe, and to help stop the spread of COVID-19.

To protect the health and safety of employees and customers we are asking everyone to maintain six feet of distance (about two arm lengths) between themselves and people who do not live in their household where possible.

Hand sanitizer will be available at the entrance and register.

10/1/2021: We are temporarily closed for local pick up and walk ins due to remodel construction.

Yes! Select free local pickup at checkout and we will send you a notification when your order is ready. Orders can be picked up any time between the hours of 10 a.m and 5 p.m Mon-Fri. We are closed weekends.

Yes! In person visits are a great way to get an accurate measurement for your order. However, all dogs must be leashed and under the control of their handler. Please be aware that our German Shepherd is in the building and other customers may be visiting with their dog!

SHIPPING & RETURNS

Due to ongoing supply shortages and delayed shipments, our current production time for made to order items is 2-4 weeks. All carriers including USPS, UPS and FedEx continue to have slower transit times due to increased volume and lower staffing.

All orders for in stock items are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

At this time, we only ship within the United States. We hope to offer international shipping in the future.

MILITARY/LEO/FIRST RESPONDERS

Yes. We offer a 10% discount to current and former U.S. military, and first responders including law enforcement, fire, and EMS. If you are making a purchase in-store, you will need to present valid ID to qualify.

Yes. Orders with an APO, FPO, or DPO destination will be sent through the U.S. Postal Service (USPS).