We will do our best to accommodate change requests to an order that has already been placed. We do request that you submit your request via EMAIL or through our chat, within 24 hours of placing your order.

• Cancellation Window: Cancellations may be requested up until shipping confirmation is received. To request a cancellation, contact us at support@vividcanine.com with your order number.
• After Shipping Confirmation: Once your order has shipped, it is no longer eligible for cancellation. At that point, standard return/exchange terms apply upon receipt of your item.

Fi Collar / Two-Tone Gear Orders: If canceled after shipping confirmation is received, a 20% restock/remake fee will apply to the Fi Collar and Two-Tone gear. For Fi Collar and Leash Walk Sets, the 20% fee applies only to the Fi Collar; the leash is not subject to a restock fee. Please refer to our Return Policy

We have multiple ways you can contact us!

Email: support@vividcanine.com

Message us on instagram: @vivid.canine

You can also message us through our store chat located at the bottom right of your screen!

If you have any questions regarding a custom order, please send us an EMAIL and we would love to discuss your request.

We will not consider requests asking us to duplicate someone else's work.

At the moment, we are not offering wholesale.

At the moment, we are not offering a Brand Ambassador program.

Yes! We reserve our donation requests to 501(c)3 organizations. We ask that you allow at least 6 weeks advance notice for all requests. We receive many requests, and although we cannot guarantee your organization will be chosen, the advanced notice certainly helps to accommodate your request. Please email your request HERE.

Yes, we do! You can view our gift card here

We're currently taking 5-7 business days (excluding weekends and holidays) to process orders. It's important to note that our processing and shipping times are separate.

We ship using USPS from Monday to Friday, excluding weekends and holidays. Please note that expedited shipping is not included in the processing time. If you need something processed quickly, our Rush Option is a great choice!

We proudly handcraft our products in the USA.

We ship all domestic packages via USPS.

• USPS Ground Advantage (Standard): 2–5 business days. Includes tracking and $100 shipping insurance. Free on orders $60+; $5 flat rate on orders under $60.
• USPS Priority Mail: 1–3 business days. $7 flat rate. Includes tracking and $100 insurance. We offer a Signature Confirmation service add-on for extra security.

International Shipping

We ship international packages via USPS First-Class International Package Service (1–4 weeks). Tracking is included for select countries. Insurance is not included with international shipping.

• Australia: Free shipping on orders $125+; $35 flat rate on orders under $125.
• Canada: Free shipping on orders $100+; $20 flat rate on orders under $100.

Our current processing time is 5-7 business days (excluding weekends and holidays).

We use USPS Ground Advantage and ship Monday-Friday (excluding holidays).

Our estimated shipping times within the US are:

- Standard shipping: 2-5 business days

- Priority Shipping: 2-3 business days

Our estimated shipping times within Canada and Australia are:

- Standard shipping 7-21 business days

Occasionally, USPS packages are delayed outside of our control.

Experiencing delivery issues? Please take the following steps:

• Check your tracking information and confirm your shipping address is correct.
• Check for any USPS service disruptions in your area.

If tracking has stopped updating, contact us, and we will file a Missing Mail Search. Please refer to our Shipping Policy for more information.

For orders marked as "Delivered" but not received:

• Check with household members and neighbors.
• Check with your apartment management office or doorman.
• Allow an additional 24–48 hours; packages sometimes arrive after the delivered status updates.
• USPS GPS scanners can help pinpoint the delivery location if needed.
• If you believe your package was stolen, file a theft report with the Postal Inspector. Please refer to our Shipping Policy for more information.

Return & Exchange Timeframes:

For products eligible for return or exchange, please adhere to the following time restrictions:

• Contact Us: Please reach out to us within 14 days of receipt of the product.
• Shipment Back to Us: The product should be shipped back to us within 30 days of the original receipt. We do not accept returns or exchanges beyond this time.

Non-Returnable Items:

• The Fi device included with our Fi GPS set is non-returnable. Once the Fi device is shipped and delivered to you, we can no longer accept returns or exchanges for the device itself. Vivid Canine is not responsible for Fi device warranties or malfunctions. For Fi device support, you can contact Fi here.

Return/Exchange Request and Process:

• Complete our Request Form. For all return/exchange requests, you must submit a Return Request before shipping your product(s) back.
• Wait for Our Response: We usually respond to all requests within 24-48 hours. Please do not ship products back to us until we have discussed and approved your return/exchange request.

Please refer to our full Return Policy for more information.

Return & Exchange Timeframes:

For products eligible for return or exchange, please adhere to the following time restrictions:

• Contact Us: Please reach out to us within 14 days of receipt of the product.
• Shipment Back to Us: The product should be shipped back to us within 30 days of the original receipt. We do not accept returns or exchanges beyond this time.

Non-Returnable Items:

• The Fi device included with our Fi GPS set is non-returnable. Once the Fi device is shipped and delivered to you, we can no longer accept returns or exchanges for the device itself. Vivid Canine is not responsible for Fi device warranties or malfunctions. For Fi device support, you can contact Fi here.

Return/Exchange Request and Process:

• Complete our Request Form. For all return/exchange requests, you must submit a Return Request before shipping your product(s) back.
• Wait for Our Response: We usually respond to all requests within 24-48 hours. Please do not ship products back to us until we have discussed and approved your return/exchange request.

Please refer to our full Return Policy for more information.