Returns & Exchanges
Things happen and we’re here to help. Below is everything you need to know about returns, exchanges, and product issues.
Equipment Issues / Hardware Failure
We stand behind the quality of our gear. If you believe your item has a defect or hardware failure, we’ll assess it on a case-by-case basis.
What may qualify:
- Manufacturing defects
- Hardware failure under normal, intended use
What does not qualify:
- Chewing, scratching, or bite damage
- Cuts, fraying, or abrasion from external surfaces
- Improper use, misuse, or excessive force
- Damage caused by incorrect sizing or improper fit
- Exposure to extreme conditions (including water damage, chemicals, or heat)
- Normal wear and tear over time
How claims are assessed:
All claims are reviewed carefully. We may deny claims where the damage is determined to be caused by external factors rather than a manufacturing defect.
To submit a claim, email info@kaizenk9.ca with:
- Order number
- Name on the order
- Clear photos and/or videos of the issue
- A brief description of how the item was used
If approved:
- Canadian customers may receive a return label
- International customers are responsible for return shipping
- Items must be shipped within 15 calendar days of approval
Sizing Issues / Exchanges
Ordered the wrong size?
- Items must be unused and in original packaging
- Return shipping costs apply
- We offer exchanges, store credit, or gift cards (no refunds on non-faulty items)
If you’re near one of our retail partners, we may be able to arrange a drop-off to save on shipping.
Tip: Always check our sizing guide or reach out before ordering—we’re happy to help.
Order Changes & Cancellations
Orders are processed quickly, and once submitted, cannot be cancelled or modified.
Return/Exchange Window
- Claims must be made within 30 days of purchase
- Items must meet all eligibility requirements listed above
How to Start a Return or Claim
Email info@kaizenk9.ca or use the contact form on our website. Not sure if your situation qualifies? Reach out anyway - we’ll take a look and guide you.