FAQ

Frequently Asked Questions

If you need more info, try scrolling through our FAQ listed below

or send us an email to hello@bestlifeleashes.org and we'll happily help you.


Customer service hours: Monday-Friday 9:00am-5:00pm PST


General Questions

Why do your products have two stripes on them?

The two stripes are The Symbol For Rescue Dogs®. Those bad boys are the secret weapon to inspiring more people to rescue. Easily seen from across the street, our signature two stripes are a symbol to let others know that your dog is a rescue, and that you chose to adopt your dog, which will inspire more people to do the same.


To help even further, we donate matching leashes and collars to our over 50+ rescue and shelter partners throughout the U.S. and Canada that you can learn about by clicking here.

How do I donate to one of your Rescue Partners for free?

Once you have placed all of your items in the cart, you simply add a Rescue Partner’s code in the box at the bottom of your cart labeled “Discount and Donation Code”. If you’re unsure of a Rescue Partner’s code, you can view all of them here, or simply select the “Need a Discount?” text directly under the box and a full list of our Rescue Partner codes will be displayed. Select which code from the list you’d like to use. Once you see the code in the box, select “Apply”, and proceed through the checkout process.


You will receive 10% off your order, plus we’ll donate either 5% of your total purchase  price, or 1-for-1 of whatever leash/collar you purchase directly to that organization! Double win!


Please note: Donations do not apply to any on sale items.

What do you donate to your Rescue Partners?

We offer two donation program options to our Rescue Partners that they can choose from. Every time you use a Rescue Partner's code at checkout, we will donate either 1-for-1 of whatever leash/collar you purchase, or donate 5% of your total purchase price directly to that organization!

Do you really donate 1-for-1 to your Rescue Partners?

Yes, we do! Whenever someone buys a leash or collar from us using our Rescue Partners’ discount/donation code, we send a matching leash/collar to that organization at the end of each month. Our leash and collar donations allow more funds to be allocated to bigger needs, like medical treatment, behavioral rehabilitation, and rescue missions. 


We also offer another donation program option to our Rescue Partners that they can choose from that donates 5% of your total purchase price directly to that organization! 


You can keep up with our donations by following us on Instagram @bestlifeleashes

Why are your products for rescue/adopted dogs?

We believe people are more likely to adopt a dog after seeing that others already have. So we created these two stripes to be your badge of honor and The Symbol For Rescue Dogs®


Specifically designed to let others know you're proud you rescued your dog while inspiring more people to do the same. 

What is the #stripesquad?

#stripesquad is the community of awesome people who are repping their stripes and inspiring more people to choose to adopt their next dog. Always use #stripesquad in photos of your dog showing the stripes for a chance to have your photo featured on our page and to help spread the word of our awesome community to other fellow rescue dog owners! 😃

Our Leashes

My leash and/or collar are dirty. Can I wash them?

Yes! They’re even machine washable! Just throw them in a laundry bag (or tied pillow case), wash in cold water (no bleach), and let hang dry. You can also click here to watch a short video clip for washing instructions.

How long are the leashes?

All Companion Leashes are 4 feet long.


Cargo Leashes come in either 4 feet length or 5 feet length (see product description on each individual product’s page).

What are the leashes made of?

A soft and durable reinforced polyester webbing that is fade and fray resistant.

What is the padding on each handle made with?

A moisture-wicking, super comfy, neoprene padding.

How wide are the leashes?

All leashes are 1in wide

Our Collars

What is a Martingale Collar?

Although there are multiple types of martingale collars, Best Life’s Martingale Collar is a slip-on style. Which means to put it on your dog, you simply slip it over their head - no buckles or hooks involved.


Also known as a no-slip or limited-slip collar, martingale collars have two loops; a smaller loop with a D-ring to clip a leash on, and an adjustable larger loop that hangs around a dog’s neck like a traditional collar.


The two-loop design of martingale collars causes the collar to constrict whenever the leash is pulled on, preventing a dog from being able to slip or back out of it while on walks. Unlike slip leads or choke collars, martingale collars won’t tighten beyond your dog’s neck width when fitted properly. 

Isn’t a Martingale Collar the same as a choke collar?

Short answer: not at all. 


Longer answer: Unlike choke collars, martingale collars won’t tighten beyond your dog’s neck width when fitted properly. This means that even if your dog continues to slip or back out of the collar by pulling harder, the adjustable loop will not tighten any more around your dog’s neck per your sizing. So your dog won’t be able to slip out of the collar, but it also won’t cause a choking hazard like choke chains and slip leads do.


Learn more about our Martingale Collar, like how to size and adjust properly, by clicking here.

How do I choose the best product size for my rescue dog?

On every collar product page, we’ve placed a “size guide” button to help you measure your pet for the proper size.


You can get more detailed sizing information by clicking here.

How wide are your collars?

All Small Collars are 1” wide


Medium Collars in Midnight Black, Perfect Pink, Party Purple, Cali Tangerine, & Rad Red are 1.25” wide


Medium Collars in Awesome Olive, Real Teal, & Loyal Blue are 1.5” wide


All Large Collars are 1.5” wide

What are the collars made of?

A soft and durable reinforced polyester webbing that is fade and fray resistant.

Orders

What if I want to add/remove/change items to an order I’ve already placed?

If you need to update items on your order after it is placed, please contact us as soon as possible by sending an email to hello@bestlifeleashes.org


We’ll make every effort to update the items on your order, but because we tend to ship so quickly, we may not always be able to.

Can I change my shipping address after placing my order?

If you need to update your shipping address after placing an order, contact us as soon as possible by emailing hello@bestlifeleashes.org


We’ll make every effort to update your shipping address, but since we ship so quickly, we may not always be able to. The sooner you contact us after placing the order, the more likely we’ll be able to update the shipping address.

How can I track my order?

An email will be sent to you when your order is shipped with a tracking number. If you can’t locate your tracking number, feel free to contact us hello@bestlifeleashes.org 

What does your guarantee cover?

We have a 30-day guarantee for defects only. This does not include damage from wear and tear or chewing; only manufacturing defects. Shoot an email to hello@bestlifeleashes.org with your order number, description of issue, and photos of the issue. We’ll work hard to resolve it as quickly as possible.

Can I change my shipping service on an existing order?

At this time we are unable to update the shipping service selected after an order is placed.

Can I cancel an order after it's been placed?

Yes, but please contact us as soon as possible by emailing hello@bestlifeleashes.org 


We’ll make every effort to cancel your order. Because we tend to ship VERY quickly, we may not always be able to cancel your order. In this situation, we can process a return once your order is delivered.


What payment methods do you accept?

We currently accept the following payment methods:

-Visa

-Mastercard

-American Express

-Discover

-Apple Pay

-Google Pay (G-Pay)

-PayPal

-Amazon Pay

Is there a time limit to your guarantee?

Any defect issues should be brought to our attention within 30 days of receiving the item.


Shipping & Returns

What is your return policy?

We stand behind everything we sell and making sure you & your dog are happy will always be our number one goal.


If you wish to return or exchange an item that you are not 100% satisfied with, please advise us via email hello@bestlifeleashes.org within 30 days of purchase for a credit or refund. The product you are requesting to return must not have been used or damaged in any way and free of any fur.


All sales are final for clothing/apparel and on sale items.


Please read our full return policy here before requesting any return.

Do I have to pay shipping to return an item?

Unless of a shipping error on our part or a defective product, you are responsible for all shipping costs associated with returning a product back to us (this includes products being returned for exchange). Typically USPS First-Class Package is the cheapest.


If you have any questions or concerns about your product, please email hello@bestlifeleashes.org and we’ll be happy to help.

How much does shipping cost?

All U.S. orders over $50 are free to ship. 


Otherwise, you’ll be shown live rate & carrier options to choose from at checkout for each order.

Where do you ship?

We currently ship to the United States, Canada, Australia, United Kingdom, & Sweden. All orders are insured against loss, damage, and shortage before they are shipped so you can purchase with confidence.


If your country isn’t listed here and you’d like to make a purchase, simply email hello@bestlifeleashes.org and we can get your country set up so you can place your order (and be stoked to be the first person bringing the symbol for rescue dogs into your country! Woo hoo!).

Do I have to use a specific carrier when shipping a return product?

Short answer: No.

Since you will cover the shipping charges to ship a return product back to us, you’re free to choose whichever carrier you desire. 


However, we do suggest using a reliable carrier (USPS, FedEx, UPS are the most commonly used). We also suggest getting insurance for the shipment, although it's not necessary. Please note that we are not responsible for a product that never makes its way back to us.

When do I have to send products back to you?

In order to receive a refund or exchange item, you must return the product back to us. It must have not been used or damaged in any way and free of any fur. In case of a damaged product upon delivery or defective product, please contact us immediately by shooting an email to hello@bestlifeleashes.org 

My dog chewed through my leash/collar/bandana, what should I do?

Our leashes, collars, and bandanas are well made, durable, and built to last under normal use and care. Our 30-day guarantee is for defects only. This guarantee does not include damage from extreme wear and tear or chewing. 

How do I return an item?

 Don’t worry! Returns are easy. 😉


Simply email hello@bestlifeleashes.org and be sure to include your order number and reason for return. We’ll reply to your email within 24 hours with a return authorization number to confirm that we have processed the return in our system.


Send the return product to:

Best Life Leashes, LLC

3960 West Point Loma Blvd

Suite H-1022

San Diego, CA 92110


Once we receive the item(s), we'll issue your refund. 💰


**Please re-package your item carefully & securely. We’re not responsible for a product that never makes its way back to us.

International Shipping

International import duties and fees vary by country, so we’re unable to advise on how your country will handle each package. Please note that our shipping costs do not cover import fees or taxes that may be due upon delivery of your order.

How long does shipping take?

Orders placed within the U.S. usually take anywhere between 3-5 business days. International orders can take anywhere between 7-15 business days, but sometimes longer depending on your country’s customs. 


*Due to COVID-19, overloaded postal systems and customs offices, packages have been a bit delayed and will likely continue this way through the Holiday season. You will be able to keep up with your package’s journey via the tracking number emailed to you once your order is shipped. Thanks for being patient!* 😎

What if I need to exchange for a different size?

No problem! Exchanges are easy.


If you need to exchange your item for a different size, simply email hello@bestlifeleashes.org and be sure to include your order number, reason for exchange, and what item you would like to receive in exchange.


We’ll reply within 24 hours with further instructions to return the product. Once we receive your returned item, we’ll send you the new item you requested that same day. 😁


Remember: all sales are final (no returns or exchanges) for clothing/apparel and on sale items. 


Please read our full exchange policy here before requesting any exchange.

What if there’s something wrong with my product?

If you notice there’s something wrong with your product, email us ASAP hello@bestlifeleashes.org with your order number and details about the problem with your product. Photos of the product are always very helpful and may be requested if not initially provided. We’ll gladly work with you to resolve the issue and reach our number one goal of your happiness and satisfaction.

Partnership & Donation Program

I’m an animal shelter/rescue organization that would like to become a Rescue Partner and join your Donation Program. Who should I contact?

Awesome! Just send an email to hello@bestlifeleashes.org letting us know that you’d like to apply as a Rescue Partner and include your name, the organization’s name and location, and your position within the organization. Someone from our team will get back to you shortly with further instructions.


We begin the selection and onboarding process for new Rescue Partners at the beginning of every quarter and have limited spaces based on location, so the sooner you reach out to us, the better!


Media

I am writing an article/blog for print/online about Best Life Leashes. Who should I contact?

That’s awesome! Please contact us via email hello@bestlifeleashes.org and someone from our team will get you in touch with the appropriate person as soon as possible.

Wholesale

I own a pet store and would like to carry Best Life Leashes products, what do I do?

Reach out to us by sending an email to wholesale@bestlifeleashes.org and let us know you’re interested in carrying our products in your retail store. Please include your name, store’s name, store’s location, and contact information. Someone from our team will get back to you shortly with further instructions.