FAQ

We use USPS to ship the vast majority of our orders. USPS is experiencing widespread delays due to an enormous volume of ecommerce packages, along with with labor shortages due to COVID. While we have tried to provide a buffer for any USPS delays with our shipping deadlines, occasionally packages are delayed outside of our control. For packages that appear lost in transit, we recommend contacting USPS to submit a claim. 

You can exchange any new, unused item for a an item you would like instead. You are responsible for any return shipping charges. If you would like to exchange an item, please don't hesitate to contact us at support@vividcanine.com  

We stand behind every product we sell. If you aren't 100% satisfied, we're here to help! 

We accept returns of items that are unused, unwashed, and in new condition. 

- Returns received within 14 days of original ship date will be refunded in full, minus the shipping charges. 

- We cannot accept returns past 14 days. 

Please note that shipping costs are non-refundable. Customers are responsible for paying return and exchange shipping costs, unless we sent an incorrect or damaged item, in which case we will provide a complimentary return label. Please contact us at support@vividcanine.com to initiate a return. 

 If you entered the wrong shipping details, send us an email at info@vividcanine.com as soon as possible so we can get that changed. If your package has already shipped out, we will need to wait for the package to return to us before we can reship the package to the correct address. The customer is responsible for any shipping costs after the order has shipped.

We work hard to get orders our in a timely manner. Every item is hand made to order with extra love and care! Our processing time is currently 1-2 business days from the date of purchase. If we are experiencing or expecting delays, we will make sure to notify you via email or Instagram. We appreciate your patience and thank you for shopping small!

Rather than throwing your old Vivid Canine leash away, send it back to us.  We will handcraft your brand new leash using your old leash hardware.  The BEST part is that you get 80% off your brand new leash!  It is a way for us to say THANK YOU for recycling and making our earth a better place for you and your furry friends. To start recycling your old leash, check out our recycle program.  

Use a soft tape measure and measure their neck making sure you can comfortably put two fingers between your dogs neck and the measuring tape. Once you know their neck size, check out our size guide to determine what size would be best. If your dog is in-between sizes, we highly recommend sizing up just to be sure. If you're unsure what size to get, you can email us at info@vividcanine.com and we'd be glad to help you!

We currently ship within the U.S. We offer free shipping within the U.S. Excluding Hawaii and Alaska. 

Dog beds: All of our dog beds are made with fabrics selected for durability and washability. We recommend machine washing the removable bed covers in cold water and air drying. Please note that for our beds that are not machine washable, we recommend spot cleaning those. 

Dog Leashes: We recommend hand-washing your leash with warm soapy water and laying out to dry. 

Dog Bandanas: All of our bandanas are machine washable. We recommend machine washing cold on the gentle cycle and air-drying. 

You can contact us in a few different ways! Don't hesitate to reach out to us, we typically respond within an hour!

Email us: info@vividcanine.com

Message us on our website: Click the button on the bottom right of your screen to send us a message!

Message us on Instagram: @vivid.canine