What We Offer

Every item from Vivid Canine is handcrafted and made to order. We use only the finest materials to ensure each product lives up to our high-quality standards and lasts through years of use. We stand behind the workmanship of our gear and are proud to offer a guarantee against materials defects and workmanship.

 

Lifetime Guarantee

Our Lifetime Guarantee warrants all Vivid Canine products against manufacturing defects in materials or workmanship for the life of the product, or as long as the product is owned by the original purchaser, whichever period is shorter.

In the event of any failures of buckles, snaps, rivets, or D-rings, we commit to repairing them free of charge. Customers are required to fill out and submit our Repair Form before sending in the damaged item(s). We will review your request and respond within 48 hours to confirm your repair. We may also request photos of the damaged product(s).

 

Cleaning Services

Please note that our repair service does not include cleaning services. Understanding that our products are designed for regular use and therefore may endure significant wear over time, we kindly request that customers clean any items before sending them to us for repair.

 

 

 

Shipping & Repair Timeframe Information

Shipping for Repairs

While Vivid Canine gladly offers repairs on items with defects in materials or workmanship at no additional charge, customers are responsible for covering the shipping costs both to and from our repair shop. For your convenience, we will provide a shipping label to and from our shop for a flat fee of $10.00 and we will invoice you for the label.

 

Please ensure the following when shipping items for repair:

• Ensure your package includes your name and order number so that we can process your repair efficiently when it arrives back to us.
• Understand that Vivid Canine cannot be held liable for any package that is lost or damaged in transit by the shipping carrier.

Taking these steps will help ensure that your item arrives safely and can be traced throughout its journey.

 

Repair Timeframe

The duration needed to repair items can vary based on the complexity of the repair required. Our estimates are as follows:

• Standard Repairs: Most standard repairs are completed within 3 to 7 business days from the date your item is received by our shop.
• Complex Repairs: Items requiring more intricate work may take up to 2 weeks to repair.

We strive to complete all repairs promptly and efficiently, ensuring your Vivid Canine products are returned to you in excellent condition and ready for more adventures.

 

Limitations of the Lifetime Guarantee

While we stand behind the craftsmanship and quality of our products with a Lifetime Guarantee, it's essential to understand the limitations of this coverage. The guarantee explicitly excludes the following scenarios:

 

Not Covered:

• Normal Wear and Tear: Our guarantee does not cover usual wear that occurs over time with normal use. This includes scratches or dings on hardware and natural aging of materials, like scuffing or color changes.
• Damage Caused by Pets: Any damage resulting from your pet, such as materials ripped or hardware that's broken or bent due to stress (e.g., from using a collar/leash to tether a dog), items chewed by pets, or items unsuited to a specific size/breed of dog, is not covered. Our products are not intended for tie-out purposes or to be left on animals while unattended.
• Corrosion of Plated Hardware: The warranty does not cover corrosion on nickel, gold, or black-plated hardware.
• Natural Breakdown of Materials: The natural aging and wear of BioThane® material, including a decrease in flexibility or potential cracking due to environmental exposures, is not covered under our guarantee.

 

Repair or Replacement Costs:

Should your product experience damage outside the scope of our guarantee, we offer the option for repair or replacement at a quoted cost. The process is as follows:

1. Assessment: We'll evaluate the item to determine the extent of the damage and whether it's due to any of the excluded causes.
2. Quote: If repair or replacement is needed due to any of the above conditions, we'll provide a quote for the costs involved.
3. Authorization: No repairs will be initiated without your express approval.
4. Shipping Costs: If repairs are not authorized, you will be responsible for covering the return shipping.

Understanding these limitations helps ensure that our customers have clear expectations of our Lifetime Guarantee and the durability and care requirements of Vivid Canine products.

 

 

Limitation of Liability

Vivid Canine strives to create the best possible products for our customers. However, it's crucial that customers understand our parameters of responsibility:

 

Limitations:

Vivid Canine, under no circumstances, shall be held liable for any damages relating to the following:

• Defects in Material or Workmanship: While we do our best to ensure top-quality materials and craftsmanship, we can't be held responsible for any resulting damages.
• Misuse or Improper Use of products: If our products are not used as intended or advised, any damage or accident that may occur is not our liability.
• Accidents, Death, or Negligent Design: We cannot be held responsible for any accidents, including death, that may result from the use of our products or any perceived faulty design.

 

Responsibility:

Every customer is responsible for determining the appropriateness of all Vivid Canine products for their unique situation and needs. By purchasing and/or using these products, the customer accepts full responsibility.

 

Agreement:

Upon ordering from Vivid Canine, you agree to the aforementioned terms and conditions. Please ensure you check your gear before use to verify its integrity and suitability for your needs. Your safety and satisfaction are of the utmost importance to us, and we appreciate your understanding regarding the limitations of our liability.