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In-stock orders are normally processed and dispatched within 1 to 2 business days. Our order cutoff is 5:00 PM ET, Monday through Friday. Orders placed after the cutoff, on weekends, or on holidays are processed on the next business day.
Made-to-order products may require additional production time, which is disclosed on the product page. Once your order ships, you will receive tracking by email.
After dispatch, standard delivery typically takes 3 to 7 business days within the mainland United States. Orders to Alaska and Hawaii may require up to 8 additional business days.
Every shipment includes tracking. Please allow up to 24 hours after dispatch for tracking activity to appear. Weather, local holidays, and carrier disruptions may occasionally extend transit times.
Free standard shipping is available on orders delivered within the contiguous United States.
Orders shipping to Alaska or Hawaii are subject to an additional $9.99 shipping fee due to carrier and logistics costs.
Once your order ships, you will receive a shipping confirmation email containing your tracking details. You can also follow your shipment through the Order Tracking page on our website.
If you need assistance, contact support@k9elitegear.com.
First, check your mailbox, porch, side entrances, neighboring addresses, and building management. Please allow up to 48 hours because some carriers mark packages delivered shortly before the final handoff.
If the package still cannot be located, contact us within 7 days of the delivery scan. We will review the shipment and assist with the carrier claim process. Any replacement or refund is determined after the carrier investigation and eligibility review.
Occasional delays can occur because of weather, carrier backlogs, or missed scans. If tracking has not updated for more than 10 business days, contact us and we will investigate with the carrier.
If the carrier confirms that the shipment was lost, we will provide an eligible resolution under our shipping policy.
Orders may be canceled or modified only before processing, production, packaging, or fulfillment has begun. Once an order has entered processing or shipment, changes may no longer be possible.
Personalized and made-to-order products cannot be canceled or modified after production begins. Contact support@k9elitegear.com as soon as possible with your order number. A cancellation request does not guarantee that the order can be stopped.
Eligible orders are protected for 60 days from delivery. Coverage includes a 60-day return window for eligible unused products, fit and adjustment support, one free size exchange on eligible orders, confirmed manufacturing defects, and support for damaged, incomplete, or incorrect orders.
If something is not right with your order, contact our team with your order number and clear photos or video when requested. We will review the issue and provide the appropriate resolution.
The 60-Day Elite Guarantee does not cover chewing, scratching, misuse, neglect, accidents, normal wear and tear, improper sizing or adjustment, product modification, incorrect handling, failure to follow care instructions, or use outside the product's intended purpose.
Dog-caused damage is covered only when eligible harnesses or collars are protected by the optional Dog Damage Protection plan.
Dog Damage Protection is an optional $29.99 protection plan available for eligible K9ELITE harnesses and collars. It provides one year of coverage for damage caused by your dog during normal use.
If the protected gear is chewed, torn, or destroyed, K9ELITE will replace it once during the coverage period. Replacement shipping is included.
Dog Damage Protection is separate from the included 60-Day Elite Guarantee and applies only when the protection plan has been purchased for the eligible product.
We accept major credit and debit cards, along with Shop Pay, Apple Pay, and Google Pay when available at checkout.
Eligible customers may see Shop Pay Installments at checkout. Available payment options, eligibility, and terms are provided by Affirm and can vary by purchase.
Eligible unused products may be returned within 60 days of delivery. Returned products must be clean, undamaged, in new and resalable condition, and include all original accessories, components, and packaging.
Customers are responsible for return shipping on standard returns. Approved refund returns are subject to a fixed $9.99 return handling fee. Return shipping and the handling fee are waived when the return is caused by a confirmed manufacturing defect, damaged-on-arrival product, missing part, incorrect item, or K9ELITE fulfillment error.
All returns require approval before shipment. Read our complete Return & Refund Policy.
Yes. Eligible orders include one free size exchange within 60 days of delivery. Our support team can review your dog's measurements or fit photos and provide adjustment guidance before an exchange is started.
The product must be unused, clean, undamaged, and approved by K9ELITE before return. One free size exchange is available per eligible order. Additional exchanges may be subject to shipping and handling costs.
Return requests must be submitted within 60 days of delivery. To qualify for a refund or eligible exchange, the product must be unused, clean, undamaged, in new and resalable condition, and returned with all included accessories, components, and packaging.
Products showing dirt, odors, excessive hair buildup, contamination, outdoor use, chewing, tearing, modification, structural damage, or excessive wear cannot be accepted.
Email support@k9elitegear.com with your order number, the product involved, and the reason for your request. Photos or video may be requested when needed.
All returns and exchanges must be reviewed and approved before shipment. We will provide the correct return instructions and authorized return address. Do not send returns to the legal mailing address displayed in our website policies.
Personalized and customized products are non-refundable. Made-to-order products cannot be canceled, modified, or returned for preference-based reasons once production has begun.
This includes custom patches, personalized ID patches, personalized ID tags, engraved or printed products, and other items created using customer-provided information. Exceptions apply when there is a confirmed manufacturing defect, personalization error, or K9ELITE fulfillment error.
In most cases, the complete return and refund process takes approximately 7 to 15 business days from the date the authorized return is shipped. This includes return transportation, receipt, inspection, eligibility verification, and refund processing.
After the returned product has been received, inspected, and approved, the refund is normally processed to the original payment method within 3 to 7 business days. Your bank or payment provider may require additional time to post the funds.
Yes. The K9ELITE Service Discount is available to eligible active-duty military personnel, veterans, law enforcement officers, firefighters, and EMS professionals.
Eligibility is securely verified through GOVX ID. Visit our Service Discount page to complete verification and receive your discount code.