At Vivid Canine, we stand behind every product we sell. If you have questions about a product, please contact support@vividcanine.com before placing your order.

Cancellations and Order Changes

Our products are made to order and are typically processed within 5-7 business days, excluding weekends and holidays. Please review your order carefully before checkout.

• You may request a cancellation or change to size, color, hardware, or other specifications until you receive shipping confirmation. Email support@vividcanine.com with your order number as soon as possible.
• Once an order has shipped, it can no longer be cancelled. Standard return and exchange terms apply after delivery.
• Eligible returns or exchanges of Fi Collars and Two-Tone gear have a 20% restock/remake fee. For Fi Collar and Leash Walk Sets, this fee applies only to the Fi Collar, not the leash. Fees are based on the original retail price before discounts.

Return and Exchange Eligibility

Items may be tried on for fit, but must be returned in brand-new condition, free of dirt, scratches, odors, and damage.

• Contact us within 14 days of receiving your item.
• Ship approved returns or exchanges back within 30 days of receipt.
• Submit a Return Request and wait for our approval before shipping anything back. We usually respond within 24-48 hours.
• Please provide photos showing the item's condition before return shipping.
• If a returned item is not in brand-new condition, we will offer to send it back at your expense. No refund or exchange will be processed. Items not returned to you will be discarded, and Vivid Canine is not responsible for abandoned items.

Fees and Non-Returnable Items

• Standard gear, other than Fi Collars and Two-Tone gear, is eligible for free returns and exchanges.
• Fi Collars and Two-Tone gear have a 20% restock/remake fee for eligible returns and exchanges. For refunds, the fee is deducted from the refund. For exchanges, the applicable remake fee will be invoiced.
• In Fi Series 3/3+ Compatible Quick Release Collar and Leash Walk Sets and Fi Series 3/3+ Compatible Buckle Collar and Leash Walk Sets, the solid-color leash is eligible for free returns and exchanges; the Fi Collar has the 20% fee.
• The Fi device included with a Fi GPS set is non-returnable once shipped and delivered. Fi handles device warranty and malfunction support.
• Clearance and final sale items cannot be returned or exchanged. If a clearance item is defective or materially different from its description, contact us within 7 days of delivery with your order number and photos.

Return Shipping and Processing

Customers pay return or exchange shipping unless we made an error, such as sending an incorrect or defective item. Include your name and order number in the return shipment.

Use a secure package and a tracked shipping method with proof of shipment. We cannot replace items lost because a package was not properly sealed.

For exchanges, please allow the standard 5-7 business-day processing period, excluding weekends and holidays. We will email tracking information once the exchange shipping label is created.

Color and Made-to-Order Details

Product colors can vary slightly between screens and lighting conditions. Every collar and leash is made to order according to your selections, including color, size, material, width, and hardware finish.

Please review your order details and confirmation email carefully. If you spot an issue, contact support@vividcanine.com immediately with your order number.

Contact Us

For questions about returns, refunds, or exchanges, email support@vividcanine.com