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We've compiled a list of the questions that our Customer Service team receives the most.

Frequently Asked Questions & Answers

Q: Do you offer repair services or replacement parts?

A: flexi does not offer replacement parts or repair services. The manufacturer does not recommend opening the housing unit as it contains a pre-wound spring that can cause injury if opened. Opening the housing for any reason will void the warranty. If your leash has stopped retracting, DO NOT open the housing unit. If you purchased your leash before September 2011, your leash included a limited warranty which will also be voided if you open the housing unit.

Q: My dog has chewed our flexi leash. What can I do?

A: Our leashes are not chew-proof, therefore manufacture warranty does not cover chewing.

Q: My leash has stopped retracting. What should I do?

A: If you purchased your leash AFTER September 2011, your leash is covered under the Lifetime Warranty. Do not attempt to fix the leash or open the housing unit. This will void the Lifetime Warranty. If you're experiencing any issues with your leash, please click here to learn how to return your defective leash and receive a new leash. If your leash was purchased before September 2011, it included a One Year Limited Warranty and is no longer covered. If you would like to speak with a flexi Customer Service representative about your options, please click here.

Q: Can I fix the leash myself?

A: The manufacturer recommends not opening the housing unit/leash casing. Inside is a pre-wound spring that can cause injury if opened. Also, opening the housing unit or modifying the leash in any way will void the Lifetime Warranty. If you are having issues with your leash,

Q: What's the different between a cord leash and belt leash?

A: Cord leashes offer the smoothest retraction system and allow for a smaller, light weight leash casing. The cord leashes are available in the leashes suitable for dogs up to 44 pounds. Currently, these include the small and medium sized flexi Mini, Freedom, Explore and Explore Soft Grip leash models. Earlier leash models like the Classic, Comfort and Comfort long also had a cord. Belt leashes offer a wider and thicker nylon webbing that supports even the largest and heaviest breeds. The belt leashes are suitable for all dog sizes, even the most energetic breeds and the toughest pullers.

Q: What's the different between a tape leash and belt leash?

A: Starting in 2004, flexi discontinued the use of cords in all large retractable leash models. The cord was replaced with the nylon tape which proved to be more durable for large dogs. The tape leashes are available for dogs up to 110 lbs. and include the Large Freedom and Large Explore. Belt leashes offer a wider and thicker nylon webbing that supports even the largest and heaviest breeds. The belt leashes are suitable for all dog sizes, even the most energetic breeds and the toughest pullers.

Q: What is the purpose of the extra collar included with my leash?

A: The black collar included with every flexi retractable leash is the Safety Collar. It should be used while walking with your flexi in conjunction with your dog's regular collar. It is designed to prevent snap back should your dog's collar breaks or if the leash disconnects from your dog's collar. Click here to learn how to use the safety collar.

Contact flexi Customer Service

If you have additional questions or would like more information about flexi products, please contact our Customer Service team.