Frequently Asked Questions (FAQs)

GENERAL QUESTIONS

What is biothane?

BioThane® is a brand name for a type of PVC and TPU coated polyester webbing created by BioThane Coated Webbing Corp in the United States. All our products use genuine BioThane® Beta® (with Beta® being the specific coating class used on all our products), and it is sourced through an authorized distributor here in Canada. 

It is incredibly robust yet soft on the hands. It is a great leather alternative as it is vegan, stink-proof, waterproof, and quite durable. 

What Materials are the Hardware? 

The hardware ranges from solid brass, brass plated, nickel plated, and zinc die cast. All metal hardware (D rings, O rings, martingale chains) are welded metal or zinc die cast for safety. 

What are COBRA Buckles? 

COBRA® Quick Releases are produced by Austrian safety hardware company AustriAlpin Inc. They are the safest and strongest load-bearing buckles available on the market. Each and every buckle is carefully crafted and inspected via third party. They do cost significantly more for me to import (hence the additional cost to add one to your order) however I highly recommend them for reactive dogs or dogs who are flight risks due to how secure and fail-proof they are. I use them on the collars I use on my own dog.

For those looking for the strength and security of COBRA® Quick Releases but would like a more light-weight option and/or a more affordable option, we are pleased to also offer the GT COBRA® quick release for our 1.5" collars. The GT COBRA® is made in partnership with ITW Nexus North America, and is a very strong polymer buckle system. 

You can find our more about COBRA® Quick Releases here here. 

 

CARE INSTRUCTIONS

How do I care for BioThane? 

While BioThane is designed to be waterproof and durable it still requires some upkeep. Gear can be cleaned using warm water and mild soap. You can also use rubbing alcohol if needed. More stubborn dirt can be worked at with an old toothbrush or a sponge. Certain things such as ink will discolour BioThane and may not come out with cleaning. BioThane MUST be kept away from DEET containing bugsprays as it can cause pitting and deformation in the material. 

Is BioThane truly stinkproof? 

Sort of! While it repels the day to day stink most dogs pick up (romping in the mud, going into bodies of water, etc.) there are certain smells that may be very stubborn such as skunk spray and some chemicals. 

How do I safely store BioThane?  

BioThane can be stored as you would normally. I would recommend keeping it out of area where it will be continually exposed to high heat. BioThane must be kept away from open flames and high heat sources. Please note some of the richer colours can rub off on lighter colour gear and even light coloured fur. It is not cause for concern, but can cause cosmetic damage to other gear. 

How do I care for the hardware? Will it change overtime? 

Hardware has been specifically chosen for its ability to hold up against the same conditions that BioThane can, but it is still susceptible to cosmetic damages. Plated hardware such as the rose gold, brass plated, nickel plated, neochrome, and matte black can lose the coloured plating over time but this does not affect the overall usability of the gear. Solid brass will not chip but it will tarnish which is a natural process that occurs, and can be cleaned using jewellery cloths or even some mild soap. The tarnish can transfer to the BioThane creating a green colour, but this again does not affect the usability of the gear. 

That being said, all hardware should be properly dried off after use in water. Our gear is excellent for water-loving dogs and is designed to hold up, but the hardware needs to be properly to prevent rusting or premature wear. 

Are "cosmetic damages" covered under warranty? 

Short answer, no. Cosmetic damages and changes are expected to occur through use of the gear. It is near impossible to avoid and just shows a well adventured dog! As long as it does not affect the actual functionality or safety of the gear, it would not be covered. If you are not sure you are welcome to ask. 

 

SAFETY QUESTIONS

Is BioThane chew proof? 

NO! BioThane is not chew-proof or bite-proof and is not recommended for those chompy pups who like to chew on their gear. It has a very little forgiveness when it comes to biting and chewing. External damage to the BioThane is not covered under warranty. If your dog has consumed any of the BioThane or hardware it is imperative you contact your vet as soon as possible. Do not try to induce vomiting at home. 

Can I leave my pet unattended in their gear? 

We recommend while using our gear pets are always supervised. 

Are longlines good for tie-outs? 

We do not recommend using longlines for unsupervised tie-outs due to the risk of severe injury or death. 

My dog is highly reactive and/or a major flight risk, what products do you recommend? 

The concern for safety when it comes to reactive and flighty dogs is real! I highly recommend upgrading any end-clips to the auto-locking carabiner, and upgrading any side release buckles to COBRA quick releases. I also highly encourage purchasing a safety strap for use with a second collar or a harness+collar combination. While the price point is higher, the safety on these pieces of of hardware are significantly higher and their strength is reflected in their price. While I don't carry them or have any affiliation with them, I would also recommend investing in a quality GPS or bluetooth tracker such as Tractive, Fi, or an Apple AirTag. 

 

ORDER QUESTIONS

Where is Pluto's Palette Located? 

We are currently located in Edmonton, Alberta, Canada. 

How long will my order take? 

I give an estimate of 3-4 weeks for orders. Some may be done sooner if I currently have materials in stock. Pre-mades have a turn around of 1-2 business days after order is placed. You can request a rush order for an additional fee if you need the item sooner (7 business day turn around). 

I changed my mind, can I get a refund? 

No. Due to the custom nature, it is not possible to cancel an order once it has been started. You can return premade items provided they have not been used. They will be subject to a 20% restocking fee, and are responsible for the shipping cost. 

What is your refund policy? 

At this time, I am not able to give refunds for completed custom orders. We have a one-year warranty on all products for defective hardware. Please see our "refund policy" page for more information. 

Can I pick up my order? 

Yes! Pickup is available in south Edmonton near Southgate Mall. 

I have a request for a custom item that differs from what is available on your site, can I somehow still order it? 

Yes! I love bringing others' creativity and design ideas to life. If you have an idea for an item that is not currently listed, please send me an email, a DM on Instagram, or use the contact form on the website. 

I changed my mind on shipping and want to do pickup, can I get a refund on the shipping fee? 

Yes, most likely! As long as the order has not been finished and the shipping label has been purchased, I can accommodate a change in delivery. Please get in touch as soon as possible. 

 

MEDIA AND MARKETING 

Do you have a model/ambassador program? 

An ambassador program is planned to be launched by mid-August. If you would be interested, feel free to send me a message on instagram @plutos.palette. Otherwise, a general application will be posted some time around then.

Can I tag you on Instagram? 

Yes! We absolutely LOVE to see our gear in action. Our handle is @plutos.palette. 

I am planning on hosting a giveaway on social media, can I contact you for an item? 

Yes! I am more than happy to take part in a giveaway. Collaboration is subject to account status. Please send me a DM on instagram @plutos.palette. 

I am a large creator on Instagram/TikTok, can I get a PR box? 

I am happy to do one-time collaborations in exchange for PR with large creators. Please send a DM on Instagram (@plutos.palette). 

I am a local business and am interested in buying wholesale to sell in my business, is this possible? 

Yes! Please get in touch using the "wholesale inquiry" page. I will provide a catalogue with prices and wholesale discounts. 

 

 

 

Still have questions not covered here? Send us a message!