FAQs

To measure your pet's neck size, use a tape measure (a soft one) and measure the circumference of your pet's neck (use a comfortable fit, not too tight, not too loose and fur doesnt count!). It is best to have your pet in a standing position anytime you are measuring your pet's neck. The measurement you provide will be how it will fit on the middle hole of our collars that are adjustable. If they are not adjustable (side release collar) it will fit exactly to your measurement, so be sure to measure precisely.

*Tip - if you do not have a soft tape measure, you can use a string to measure the neck and then use a rigid tape measure to measure the string.

For the best fit, you will want to order the appropriate collar size to your pet's neck e.g., your pets neck size is 8'', then you would choose the collar in size , 7 - 9'' so that your pets size sits right in the middle (8 being the middle).

If you do not see your pets size available, please message me prior to order and we can customize your order for you.

Although I strongly encourage measuring your pets neck with a soft tape measure, If you choose to measure your previous collar please follow these instructions and the guided photo below.

Using your old collar, lay it flat and place a tape measure from the middle of the buckle (A) to the middle of the hole where your pet wears their collar (B).

Place soft tape measure around the neck in the area where your pets collar would naturally be sitting. This way you are not measuring too high or low on the neck.

Our martingales are not adjustable and so careful measuring is important. For this collar you will want to be sure to measure the widest part of your pet's head and of course the neck. Please measure the circumference where the yellow lines are in the photo below.

Each collar's inner circumference is made to your pet's custom measurements. Ensure you have a great fit on your pet's neck and measure precisely.

SIZING: Measure carefully! This collar is non adjustable. To measure your dogs neck size, use a tape measure (a soft one) and measure the circumference of your pets neck while standing, where the collar naturally sits and also the widest part of your pets head (between the eyes and ears. Use a comfortable fit, not too tight, not too loose and fur doesn't count! You will want to be sure that you can slide the collar on and off at the measurement you choose. You can try this with an existing collar to be sure it will glide over the head nicely. To make sure it will fit with an existing collar, do the collar up and measure the inside circumference with a measuring tape.

Please send us a message if you are unsure or have questions.

All you need is a little soap and water to clean your new Whisker Squad gear! Our collars and leashes are perfect for playing in the water and mud as they are waterproof. But be sure to clean off with soap and water and dry with a soft cloth to maintain longevity of your Whisker Squad gear. Salt water and abrasive substances can over time damage your plated hardware, if choosing to play in salt water, brass will be the best option for you.

Brass will develop a natural warm patina over time.

If your leash or collar was exposed to a stinky substance, you may wish to wipe it down with some diluted white vinegar which will help neutralize any smelly odors.

Whisker Squad's processing time is between 1 to 2 weeks. This is the time that it will take for us to handcraft your pet's new gear in our shop. The time frame does not include the shipping time.

We try our best to handcraft and ship items out quickly so your order may dispatch sooner than 2 weeks however, the quality of our products is of the utmost importance. Please message us for the expected delivery status if you need a rushed order.

For all customers, orders are shipped via tracked mail, this means that you can follow along and track the progress of your new gear as it ships to your house. For international orders, please keep in mind the time it takes to clear customs and any duties or Vat charges that may apply to you.

Whisker Squad understands that pets can be a little hard on their gear and that's to be expected with an adventurous lifestyle! While we always ensure that we are sourcing quality materials, sometimes accidents happen. Our top priority is your pets safety and that is why all metal hardware components are warrantied for breakage or failure. What this does not include is any wear and or change of color over time from plated metals. This is normal and is not included in the hardware warranty.

We stand by the quality of our products, however each pet is different and it is important to check your gear regularly for signs of wear and tear before use and do not use the product if it is faulty. Each consumer is responsible for determining the suitability of our products for their individual pet and needs. Whisker Squad cannot be held liable for any loss or injuries resulting from the improper use of products either directly or indirectly to pets or humans. Whisker squad recommends supervision at all times when your pet is wearing or using our products.

If you’ve experience a hardware issue, follow these steps:

        1. Please email info@whiskersquad.com to let us know that you will be sending your item back to our shop with details on your gear.

        2. Mail your collar/leash back to Whisker Squad:

                Whisker Squad

                335 Parkmere Green

                Chestermere, AB T1X 1V5

Please include a slip of paper with your name and contact information in your parcel so that I can notify you when your item is complete or if there are any questions regarding your item. It is strongly recommended that you purchase tracked shipping for repairs. For international customers please mark your parcel as “return of goods” on any customs forms to avoid import taxes. Please note that all required shipping on items for repair/warranty work is at the buyer’s expense.

        3. Purchase return shipping for your item to be used when your item is completed and ready to be shipped back to you! Follow these steps below on how to purchase return shipping:

                - Add the “no charge” Repair listing to your cart. The sub-total will be 0.00, next choose your shipping and checkout.

Once your item has been repaired and you have purchased return shipping on our website, your item will be shipped back to you. You will receive an email notification with tracking info when it is on its way back to you.

All Whisker Squad Collars & Leashes are custom, handcrafted and made to order. We do not offer returns or exchanges unless we make a mistake or the item is defective.

It is important for the buyer to read through all item descriptions, double check sizes and color and to contact us if there are any questions prior to ordering. For the safety of other pets we cannot resell an item that has been in another home with other animals. Each item that we handcraft is made to your specifications and therefore is a custom made product that is designed for your pet. We would be unable to sell the item quickly given the custom specifications chosen such as size, length and colors. We do not keep ready made products on our shelves to be purchased. However please contact us by email if there is a mistake with your order or the item is defective. I will do my best to have your concern resolved. Please do not ship any orders back to the address on the envelope as you need to contact us first. Thank you for your understanding.

If your order does not fit or is not the color you were expecting, please contact the Whisker Squad team. You can contact us at info@whiskersquad.com please reference your order number and first and last name used for ordering.

Due to the nature of our products being handcrafted and made to order, we do not accept cancellations. Once your order has been placed, we begin the process of collecting all materials necessary for order fulfillment. Please contact us if you have any questions or concerns.

The following is a list of all the terms and conditions that the buyer agrees to upon purchasing from Whisker Squad.

Production: The purchaser understands and agrees that all items are handcrafted and take a reasonable amount of time to dispatch according to current processing time. Processing time will be listed on our home page. Due to the nature of our products being custom, there may be slight variations in size or color.

Shipping: The purchaser understands and agrees that once their order has been dispatched, Whisker Squad cannot be held liable for any lost, damaged or stolen packages with the post office. For all customers, orders are shipped via tracked mail, this means that you can follow along and track the progress of your new gear as it ships to your house. For international orders, please keep in mind the time it takes to clear customs. The purchaser is responsible for any customs and import taxes that may apply.

Returns & Exchanges: All Whisker Squad Collars & Leashes are custom, handcrafted and made to order, we do not offer returns or exchanges unless we make a mistake or the item is defective.

It is important for the buyer to read through all item descriptions, double check sizes and color and to contact us if there are any questions prior to ordering. However please contact us by email if there is a mistake with your order or the item is defective. Our team will do their best to have your concern resolved. Please do not ship any orders back to the address on the envelope as you need to contact us first. Thank you for your understanding.

If your order does not fit or is not the color you were expecting, please contact the Whisker Squad team.

Safety: Purchaser understands and agrees to supervise their pet while using Whisker Squad products at all times. We stand by the quality of our products, however each pet is different and it is important to check your gear regularly for signs of wear and tear before use and do not use the product if it is faulty. Each consumer is responsible for determining the suitability of our products for their individual pet and needs. Whisker Squad cannot be held liable for any loss or injuries resulting from the improper use of products either directly or indirectly to pets or humans. Whisker squad recommends supervision at all times when your pet is wearing or using our products. Your receipt of payment for these goods is proof that you have read, understood and agreed to these terms and conditions.

At Whisker Squad, we will only use your contact information, shipping and billing address for customer communication, fulfilling orders and any legal reasons ei) paying taxes. We do not sell your information to third parties. Please see our privacy policy in the footer of our webpage for more details.

As a responsible pet owner, it is important to inspect your pets gear regularly for any signs of wear and tear. Each consumer is responsible for determining the suitability of our products for their individual pet and needs. Whisker Squad cannot be held liable for any loss or injuries resulting from the improper use of products either directly or indirectly. Whisker squad recommends supervision at all times when your pet is wearing or using our products.