Frequently asked questions

Answers to common queries and conundrums

Equipment

  • How long do custom orders take?

    We aim to post BioThane tack out to you within 2 weeks of your purchase date. This can be delayed if there is a wait for materials to arrive for your order. You will be informed if this is the case.
    Other orders are placed with their respective craftsperson on the first of every month. We aim to post your order out to you within 3 weeks of this date.

  • I want to order a size/colour/item that isn't listed - can you help?

    In most cases - yes! We will do our best to make your dream project a reality, whether that's a full bridle, tack part or even a pet collar.
    We are not able to assist with any requests that breach our ethical standards for tack. This includes items such as cross-under type bridles and long hackamores.

  • Can I return a custom order?

    You can only return a custom order if it is faulty, as it has been made especially for you. Unfortunately, this includes if you have accidentally ordered the wrong size.
    If you're worried about sizing, please get in touch to discuss this before ordering.

  • Do you do adjustments and alterations?

    Adjustments, alterations, repairs and replacements can be made to your BioThane tack in-house.
    Please get in touch to discuss your requirements and expected costs.

Shipping and postage

  • Will my order be trackable?

    All parcels are sent with tracking, including within the UK and internationally.
    UK customers will receive a Royal Mail tracking number.
    International customers will receive a tracking number that covers your parcel with Royal Mail in the UK and their partner provider in your country.

  • How long does shipping take?

    Within the UK, express parcels will typically arrive the next working day. Standard parcels will typically arrive within two working days. This can depend on the time of day that you place your order and if you have missed that day's shipment.
    For international orders, these are sent standard to reduce shipping costs, and will vary depending on your location. There may also be additional time for your parcel to clear your country's customs.

  • Do you ship outside of the UK?

    International shipping is currently available to Australia, Canada, Aotearoa/New Zealand, and the United States.
    Sales to EU member states has unfortunately ceased due to the introduction of new GPSR legislation that makes it too costly to currently export to these countries.
    If your country isn't listed and you would like to order, please get in touch.

  • I'm an international customer, do I have to pay anything extra?

    Because of international import taxes and customs duties, customers not in the UK may need to pay duties on their orders. In some cases there will be nothing to pay.
    As rules differ for each country and depending on the value and contents of your package, it is easiest and most cost-effective for you for this to be paid direct to your country's customs agency. You will be contacted by your mail carrier before delivery to pay these government fees.
    Please remember this cost when you are considering the final value of your order. If you would like to have an estimate of the amount, please get in touch, but note that there is no guarantee this will be 100% accurate.

Pre-owned

  • How is Inca Pre-owned different to buying secondhand?

    Buying secondhand has multiple benefits, but it's important to note that Inca Pre-owned is not like browsing eBay or Facebook Marketplace. Every item in the collection is assessed, curated and checked to ensure that it is of high quality, meets good ethical tack guidelines, and has plenty of life left. Many items have brand new parts or components, whether as replacements or upgrades.

  • Can I return a pre-owned item?

    Please read the terms and conditions for pre-owned items before purchasing. Sections 6 and 7 cover details of your rights regarding returns.

  • Have Pre-owned items been cleaned?

    All Pre-owned items are thoroughly cleaned prior to sale. Any necessary replacements, repairs and upgrades are also done before sale. Please bear in mind that as the items are not brand new, there may be signs of use. Check the item details for anything of note and you are always welcome to get in touch to ask further questions about each item or for more photos.

  • Is buying Pre-owned better for the environment?

    Yes. Re-homing and re-using tack (or any other equipment), means that fewer new items have to be produced and fewer existing items are discarded as waste.

Have a question that's not listed?

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