FAQ
Sizing & Fit
How do I measure my dog?
We recommend measuring your dog before placing an order—do not rely on breed or weight alone.
For the most accurate fit, measure:
- Neck – where the collar naturally sits
- Chest – widest part behind the front legs
- Length – base of neck to base of tail (where applicable)
For a full walkthrough, please refer to our Sizing Guide.
Are your collars adjustable?
Yes. All collars are adjustable within a defined size range. Exact measurements are listed on each product page.
What if I’m between sizes?
If your dog falls between sizes:
- Slim or short-haired dogs may size down
- Broader or thick-coated dogs may size up
If you’re unsure, reach out before ordering—we’ll help you choose the right fit.
Can I try sizing in person?
Yes—select retailers carry our products. Visiting a retailer is the best way to confirm fit before purchasing.
Product & Use
Are your collars suitable for large or strong dogs?
Yes. Our gear is designed for durability and is commonly used with medium to large, strong dogs.
However, no product is indestructible. Proper sizing, correct use, and environment all impact performance and longevity.
Can I use this for tie-outs?
No. We do not recommend using our gear for tie-outs, especially when unattended. Sudden force or prolonged tension can compromise the product.
What’s the purpose of the handle?
The handle is designed for quick, controlled handling in high-distraction environments or situations where keeping your dog close is important.
Is your gear escape-proof?
No gear is completely escape-proof. A proper fit and responsible handling are essential.
Customization
Do you offer custom collars or personalization?
We do not offer custom or personalized products at this time.
We’re actively exploring future options, follow us on Instagram or check back for updates.
Durability & Care
How durable is your gear?
Our products are built for everyday use and demanding conditions. That said, durability will vary based on your dog’s activity level, environment, and how the gear is used.
Will the hardware change over time?
Yes. Over time, hardware may develop a natural patina—including light scratches, scuffs, or changes in finish.
This is expected with regular use and does not impact performance. Many customers see this as part of the character of the gear.
What is considered normal wear?
Normal wear includes:
- Minor scratches or scuffing
- Fading or light fraying over time
- Cosmetic changes from regular use
These are not considered defects.
How do I clean my gear?
- Light cleaning: wipe with a damp cloth or baby wipe
- Deeper cleaning: use mild soap and water, then air dry
Avoid harsh chemicals or machine washing.
Orders & Shipping
Where do you ship from?
We ship from multiple locations across the Greater Toronto Area.
How long does shipping take?
Orders are processed within 24–48 hours. Delivery times vary depending on location and courier.
Do you ship internationally?
Yes. Shipping rates and timelines are calculated at checkout. Customers are responsible for any duties or import fees.
Can I change or cancel my order?
Orders are processed quickly and cannot be modified or cancelled once placed. Please review your order carefully before checkout.
My tracking says delivered, but I didn’t receive it. What should I do?
Please contact your courier first. If the issue isn’t resolved, open a claim with the courier and then reach out to us with your order details.
Returns, Exchanges & Support
Do you offer refunds?
We do not offer refunds on non-defective items. Eligible items may be exchanged or issued as store credit.
What if my item is damaged or defective?
Contact us with your order number and clear photos/videos. All claims are reviewed on a case-by-case basis.
For full details, please review our Returns & Exchanges page.
Still Have Questions?
If you’re unsure about sizing, product selection, or anything else:
- Email us at info@kaizenk9.ca
- Message us on Instagram @kaizen.k9
- Or visit one of our retailers for in-person support