All of our collars and leashes are individually made-to-order, by hand, with the highest quality materials and made to be well-loved and lived in. As such, we are proud to guarantee our gear against defects in materials and workmanship.

WHAT IS COVERED?
All products made by KAYAdog Creations are backed by a Lifetime Guarantee, which fully warranties them against defects in materials and workmanship for the life of the product, or for as long as the product is owned by the original purchaser, whichever is shorter. Should any buckles, snaps, screws or rings fail, we shall repair them at no charge. All repair requests must have submitted a request by Contacting Us prior to sending in their item. We will be in touch within 3 business days to verify your repair. We may ask for you to send us photos of the damaged product beforehand.

Cleaning services are not included in your item's repair. We understand that your item has likely been well-loved during its lifetime and as such, we do kindly request that any items sent in for repair should be cleaned prior to shipping.

SHIPPING
We are happy to perform repairs at no cost to the customer that are deemed to be due to a defect in materials or workmanship, but we do ask you to cover shipping costs to and from our shop. All items should be mailed with a tracking number. Purchase of shipping insurance is at the discretion of the customer. KAYAdog Creations is not responsible for packages lost or damaged by the shipping carrier. 

HOW LONG WILL MY REPAIR TAKE?
Depending upon the complexity of your repair, the timeframe can vary, but most repairs are finished within 3 to 7 days from the date return shipping is paid. For more complex items, it may take up to 2 weeks.

LIMITATIONS
This guarantee does not cover normal wear and tear, damage caused by your pet, natural breakdown of material, or any other event beyond our control.

Examples of normal wear and tear would be considered general wear over time due to normal use, such as scratches or dings on studs, embellishments or nameplates and/or the natural aging of hardware, including scuffing or any color changes. Corrosion of nickel or black hardware is not covered by the warranty, nor are changes to crystal finish due to water exposure.  

Examples of damage caused by your pet would be material that has ripped or hardware that is broken or bent due to undue stress, such as a collar/leash used to tether a dog, items that have been chewed by your dog, or items that are ill-suited to a particular size/breed of dog. Our collars and leashes are not designed to be used as ‘tie out’ gear or to be left on animals while unattended. Damage caused by using any of our products to tether a dog to anything other than a person will not be covered under our guarantee. This includes undue stress that leads to bending and warping of snaps.

Biothane and leather material do both naturally age and wear over time. Examples of the natural breakdown of material for Biothane would be a decrease in material pliability over time. Biothane is a man-made PVC product and as such, additives are included in the manufacturing process which make the material soft and flexible. A combination of abrasion, sunlight, heat, cold, oils from the dog, water, time, and other such various environmental exposures, will eventually work out these additives, decreasing the flexibility of the material over time, and perhaps even lead to cracking.

If a product has been damaged due to normal wear and tear, natural breakdown of material, damage caused by your pet, or other such event beyond our control, we shall provide a quote for the cost of repairs/replacement. We shall not complete any repairs prior to client authorization. If repairs are not authorized, return shipping will be at the cost of the customer.

KAYAdog Creations is not to be held liable for any damages whatsoever, including but not limited to: defect in material or workmanship, misuse or improper use of products, accident or death regardless of the cause, negligent or faulty design. Each consumer is responsible for determining the suitability of all KAYAdog Creations products for their individual situation and needs. The consumer accepts all responsibility by purchasing and/or using these products. Please always check all of your gear before use, whether made by us or anyone else. By ordering from KAYAdog Creations you agree to our above-stated terms.

At KAYAdog Creations, we offer a 30-day return window for our products. This means from the day your item is delivered, you have a 30-day period to initiate a return request. Each piece of custom BioThane gear is handcrafted to order to your specifications. While many small makers such as ourselves do not accept returns on custom goods, we want you to be happy with your items, and we understand that sometimes the wrong item is ordered or the item does not fit. Due to the custom nature of our products, we charge a 25% restocking fee on elective returns and exchanges of BioThane products. This includes items that were ordered in the wrong size.

Please review the sizing guidelines carefully before placing an order, and contact us prior to placing your order if you have questions about sizing. Please review our sizing guides and don't hesitate to reach out with any questions prior to placing your order in order to avoid having to return your item later.

For a return to be eligible, the item must be in the same state as when you received it, showing no signs of wear or use, with all original tags still attached, and in its original packaging. A receipt or proof of purchase is also required for the return. 

For a return inquiry, please Contact Us. Please use subject line "Return Inquiry Order ####." Please include a brief description of the issue. We will provide return instructions. Please do not return items without contacting us. Please note that we do not cover shipping costs for elective returns or exchanges, unless we sent the wrong item or made a mistake on your order. 

Please note, there are no returns for Pre Made Gear, items that were personalized with add-ons, items sold at a discount, or gift cards. If you have questions or concerns about a specific item, please reach out to us.

If you're looking to exchange an item, we recommend returning the item you have and placing a new order once the return is accepted. Please note, KAYAdog Creations does not offer direct exchanges.

If you have any queries about returns, please do not hesitate to contact us at info@KAYAdogCreations.com.

We ship domestic packages via USPS and also worldwide via USPS, UPS or DHL mail. If you need a quote for a different mail carrier for your region (such as FedEx) or a different type of service, please contact us before checking out and we can provide an updated shipping quote for you.

Our standard shipping is USPS Ground Advantage, which takes 2-5 business days for domestic addresses and 1-4 weeks for international addresses. Ground Advantage/First Class mail includes tracking information to addresses within the United States, Canada and some other select countries. ​Ground Advantage includes $100 shipping insurance for domestic packages only, but DOES NOT cover theft or packages marked as "Delivered" but do not arrive. If you would like coverage against such occurrences, we offer Route Package Protection as an insurance option at checkout.

Under normal conditions, domestic USPS Priority Mail and UPS take 1-3 days for domestic addresses and includes tracking and $100 of insurance in the event your package is damaged or lost in the post. USPS International Priority mail typically takes 6-10 business days under normal conditions. USPS International Priority mail includes insurance up to $200 in the event your package is damaged or lost in the post. This method of shipping also includes tracking until the package leaves the United States. Dependent upon the country of destination's mail system, it may also include tracking up to delivery. It is the responsibility of the buyer to determine if tracking information is available to their international destination.

Please note that while USPS Priority Mail does include insurance, they DO NOT insure for theft once the package is marked as "Delivered" according to tracking information. If you would like protection for stolen packages as well, we recommend purchasing the shipping insurance available at checkout. This insurance coverage is a low-cost service that will insure your package in the event it goes missing, is stolen, damaged or lost in transit. ​

KAYAdog Creations is not, under any circumstance, responsible for lost, stolen or damaged packages​​.

Shipping and shipping insurance is a service purchased from a third party provider and subject to their terms and conditions. Once a package is scanned into a mail carrier's system, it becomes the property of said provider and we cannot be held liable for lost, damaged, stolen or misdelivered packages. Every effort is made to offer a variety of options to protect your package from theft, damage and loss, and we highly encourage​their utilization. KAYAdog Creations does not provide free replacements if an unexpected event occurs to your package once it ships and is out of our physical possession.

International Customers: Please understand that you are responsible for any duties, customs, or service charges that may be incurred. Duty fees are charged by and paid to the destination country. Service fees are charged by and paid to private shipping companies such as UPS, FedEx, and DHL for acting as the customs broker to aid in the clearance of packages through countries' customs departments. Duty, custom, and/or service fees vary from country to country and cannot be estimated or paid by KAYAdog Creations. We are not able to alter documents so one may avoid customs fees. If a delivery is refused and/or duties are not paid, incurred shipping charges and expenses cannot be refunded (customer pays for all expenses to return order back to KAYAdog Creations). In most cases of international delays, the package is being held in customs so call your local post office with your customs form #.

Please secure your package appropriately if sending items back to us for return/repair/exchange. It breaks our heart when a package is not sealed properly, opens during delivery, and an empty envelope arrives at our doorstep. Unfortunately, we cannot replace these items that went missing without cost.

If you are concerned regarding the delivery of your order, please check the tracking information and confirm that the address submitted is correct. You may also want to check if there are service disruptions present for your area. If your order's tracking number has stopped updating, feel free to contact us and we can file a Missing Mail Search. For all orders, if tracking information indicates your package was delivered, but went missing, KAYAdog Creations is not responsible for your package, but we would like to help and do have tips that we hope can be helpful for you:

• Check with other household members and neighbors to see if they received your package

• Check with your apartment management office or doorman to be sure they are not holding it for you

• In our experience it is not altogether uncommon for a package to be marked as "delivered" according to tracking, but it takes an additional 24-48 hours to actually show up.

• USPS and UPS use GPS scanners and they should be able to tell you the location of the postman when the package was scanned as "Delivered".

• If you suspect your package was stolen, please file a “theft report” with the Postal Inspector which will require that you sign an affidavit regarding the missing/stolen package.

• If you opted to purchase shipping insurance, you may contact us and we would be happy to help you file a claim.

• If, for any reason, a package is returned to us we will contact you to alert you and make arrangements for reshipment. All returned packages will be held for a maximum of 90 days.