GENERAL FAQ
Frequently Asked Questions
How long before my product ships / what is your current processing time?
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!
Can I make changes to my order or cancel an order that has already been placed?
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.
Order cancellations will be honored within 24 hours of order placement. Order cancellation requests for our Two-Tone Leash and Collar collections will only be accepted as long as work on your order has not yet begun. If work has already begun, the order cancellation will be treated as a return and will be subject to our Return Policy
How can I contact you with questions/concerns?
We have multiple ways you can contact us with any questions/concerns!
You can email us HERE
Message us on instagram: @vivid.canine
You can also message us through our store chat located at the bottom right of your screen!
Do you allow custom orders?
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.
Do you offer wholesale?
At the moment, we are not offering wholesale.
Do you have a brand ambassador program?
At the moment, we are not offering a Brand Ambassador program.
Do you donate to events/charities?
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.
Do you offer gift cards?
Yes, we do! You can view our gift cards here
Where are your products made?
We proudly hand-craft our products in the USA.
Shipping & Returns
When will I receive my order?
Our current processing time is 5-7 days. We use USPS to ship Monday-Friday, excluding weekends and holidays.
Our estimated shipping times within the US are:
- Standard shipping under $70: 2-5 business days
- Free Standard shipping over $70: 2-5 business days
- Priority Shipping: 2-3 business days
Our estimated shipping times within Canada and Australia are:
- Standard shipping under $100 CAD: 7-21 business days
- Standard shipping over $100 CAD: 7-21 business days
Occasionally USPS packages are delayed outside of our control.
What is your return policy?
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 with 30 days of original ship date will be refunded in full, minus the shipping charges.
- We cannot accept returns after 14 days
Please note that 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. You can view our full return/refund policy HERE.
Please fill out our return form HERE to initiate a return.
How do I exchange an item?
We understand that mistakes happen! If you need to exchange an item, please fill out our exchange form HERE. Shipping will be the responsibility of the customer on exchange orders.
Each case is unique so if you have any concerns with your order and wish to receive further information on any of the above please do not hesitate to contact us at support@vividcanine.com or message us right here through our chat!
What if my package is delayed during shipping?
We use USPS to ship the vast majority of our orders. Occasionally packages are delayed outside of our control. For packages that appear lost in transit, we recommend contacting USPS to submit a claim. We have found that generally, almost all delayed packages are delivered or show movement within that time frame.
What if my package is labeled as delivered but I haven't received it?
If your package appears to be missing, it's almost always one of these situations:
- The package could have been delivered to a neighbors home
- The carrier marked it as delivered even though they haven't delivered it yet
- The package was placed in a different spot than normal
We find that lost packages usually show up within a few days. If you're still unable to find your package after 10 days, we'll be happy to send you a replacement or issue a refund for your order!