All of our collars and leashes are handcrafted to order using premium materials, built to endure everyday wear and become a lasting part of your dog’s adventures. We proudly stand behind the quality of our work and guarantee our gear against defects in materials and workmanship.

WHAT IS COVERED?
Every KAYAdog Creations product is backed by our Lifetime Guarantee, which covers defects in materials and workmanship for the life of the product. If a buckle, snap, screw, or ring fails due to a defect, we’ll repair it at no cost to you. To request a repair, please reach out before sending your item. We’ll respond within a few business days to confirm the details.

SHIPPING
We'll gladly repair any product that is defected due to faulty materials or craftmanship. Shipping the product back to KAYAdog is the responsibility of the customer. We just ask that you include a tracking number with the shipment.

HOW LONG WILL MY REPAIR TAKE?
Usually up to 2 weeks. This will help account for having specific items in stock to repair your product.

GUARANTEE LIMITATIONS:
While we take great pride in the quality and durability of our products, our Lifetime Guarantee does not cover:

NORMAL WEAR & TEAR:
Over time, it’s natural for gear to show signs of regular use. This includes things like surface scratches, scuffs and dings on the BioThane and hardware. These are considered part of normal aging and are not covered under warranty.

PET-CAUSED DAMAGE:
Damage resulting from chewing, excessive pulling, or misuse (like using a collar or leash to tether your dog) is not covered. Our products are not intended for tie-out use or to be worn while unsupervised. Using gear in this way can harm your dog and can place stress on materials and hardware, leading to breakage that falls outside the scope of our guarantee.

MATERIAL BREAKDOWN OVER TIME:
Over time, BioThane will naturally age. Environmental exposure can increase the aging process of your BioThane gear.

IMPORTANT DISCLAIMER:
KAYAdog Creations is not liable for any loss, injury, or damage related to the use or misuse of our products. It is your responsibility to ensure each item is suitable for your dog’s size, behavior, and activity level. By purchasing and using our gear, you acknowledge and accept these 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.