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If you are unable to find your answer here, email us at info@vividcanine.com or message us. We'll be happy to help!

FREQUENTLY ASKED QUESTIONS

General Questions

Do you offer gift cards?

Yes! At this time, we are offering E-Gift Cards. You can find our gift cards here.

How can we contact you with questions/concerns?

We have many different ways you can contact us with any questions/concerns!

You can email us at: info@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!

We typically respond within 24 hours.

Shipping

When will I receive my order?

We use USPS to ship orders from our headquarters in Arizona within 1-3 business days of payment. We ship Monday-Friday, excluding holidays.

Our estimated shipping times within the US are:

- Free Standard shipping 4-10 business days

- Priority: 2-3 business days

Our estimated shipping times within Canada are:

- Standard shipping: 7-21 business days

Occasionally USPS packages are delayed outside of our control.

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.

Where do you ship?

We currently ship to the U.S. and Canada only. All orders take 1-3 business days to ship out.

Returns/Exchanges

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 14 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.

Please contact us at support@vividcanine.com to initiate a return.

How do I exchange an item?

We understand things happen, if you need to exchange an item, send us an email at support@vividcanine.com for details on how to proceed. 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

Our full return/exchange policy can be found here.

How to care for your BioThane products

How do I clean BioThane?

BioThane is an extremely durable waterproof material that requires minimal  maintenance to keep it looking great for a long time, however, there are a few things you can do to help prolong the life of your BioThane. Regular cleaning with a gentle detergent and an old toothbrush will easily take care of most spots and dirt. Tarnish from the solid brass hardware that may have transferred onto the BioThane may require some additional scrubbing remove, especially if intervals between cleaning are long. While BioThane is incredibly versatile, and repels MOST of the dirt and grime it comes across, please note that it is not completely stain proof in all circumstances.

Will my hardware tarnish?

With regular use and handling, the brass itself is exposed to the oxygen in the air, and oxidation occurs which results in a tarnish or patina on the surface of the brass that keeps it from looking clean and bright. The best way to keep tarnish from staining your dog's fur or the BioThane is to regularly polish the hardware - the less tarnish that is built up, the less possibility for transfer. Your hardware will look shiny and bright!

What should I avoid when cleaning BioThane?

• Harsh cleaners, and other various chemicals 

• Extreme heat can damage the BioThane and the hardware, so it is not recommended they be washed in the dishwasher or washing machine on a heated cycle.

• BioThane is waterproof and perfect for dogs that love to swim, however, it is important to allow the hardware components to dry - when not in use, it is recommended to allow all components to fully dry prior to being stored away. 

We hope these tips help you to get the most out of your Vivid Canine BioThane products. While no collar is truly indestructible, our goal is for you to enjoy our BioThane products for a very long time. The aesthetics may change as the collar is worn, however the durability and functionality should remain for years.

We are always here to help if you have any questions or concerns. Please don't hesitate to reach out to us at support@vividcanine.com 

Caring for your Vivid Canine products

How do I care for my Vivid Canine products?

Dog Bandanas: All of our dog bandanas are able to be machine washed on cold. We recommend air drying flat.

Cotton Rope Dog Leash: We recommend gently hand-washing your cotton rope leash with warm soapy water and laying out to dry.

Biothane Dog Collar & Leash: Our biothane dog leashes & collars are water-proof, stink-proof, and stain resistant! But, sometimes life happens. To clean your leash and/or collar, we recommend handwashing with mild soap and water. Dry with a soft cloth to maintain the longevity of your new leash.

Please note we use solid brass hardware on all of our leashes and collars. It is recommended you rinse off your leash and collar after exposure to salt water. Solid Brass hardware may patina over time. this is normal. We recommend a quick polish to restore your hardware back to it's original lustre. We recommend occasionally polishing your hardware to keep it looking new.



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