Refunds, Returns & Exchanges
Online training promise: Obedience Fundamentals beginning dog training sessions begin with an introduction video, followed by important beginner training sessions that start off short and simple. After you and your dog master the "focus", the sessions become more complex. Zoom training is available at any stage to help master the techniques, give advice, and answer questions.
Cost will be refunded, no questions asked, within 30 days of purchase during access to the first three training sessions of Obedience Fundamentals and Advanced Online Obedience (if they were purchased separately). If they were purchased together as a bundle, refunds are poossible within 30 days if only the first three sessions were accessed. Refund requests for online training must be made in writing to us prior to accessing the fourth training session. Send to firstname.lastname@example.org within 30 days of your single course or two-course bundle purchase.
No refunds for online training after 30 days or once the fourth session is accessed. Exceptions: No refunds if this course was included as part of a training package, board & train program, online challenge, or in-person workshop once the cancellation window closes for that event. If included with a Training Package, Board & Train, or a Challenge event, online training cost will be deducted if the fourth session is accessed prior to cancellation and refund.
Advanced Online Training Course is not included with our beginner online course, unless it is specifically stated that both courses are included. Available separately once the first course has been successfully completed or both courses can be purchased in a bundle. No exceptions. If included with any training program online training cost will be deducted if fourth session has been accessed prior to cancellation and refund.
No refunds for training packages and board & train contracts after 72 hours of checking out in our store, (agreeing to policies and training terms prior to checkout), and making your payment. If included with Training Package or Board & Train, online training cost will be deducted from refund amount if fourth session is accessed prior to cancellation. Training box and cost of shipping will be deducted from the refund amount once equipment has been shipped.
No refunds for unused portions of expired packages or free bonuses included with online courses, equipment, etc.
Required paperwork: Manual copies of training package agreements or board & train agreement and policies emailed to you after your Training Package or Board & Train purchase must be printed out, initialed, signed, dated, and returned to us within three days of purchase and prior to scheduling your training. You must provide your dog's health documentation prior to training.
If purchased July 29, 2022 or before, training services included with any Board & Train Program expire 90 days from pick-up date, unless otherwise specified. After purchase, in-person training packages expired after 4 months for On-Leash Obedience and after 6 months for Advanced Obedience. Participants must complete all included training within that time frame.
If purchased on or after July 30, 2022, services included with the 2-Week and 4-Week Board & Train Program expire 30 days after the pick-up date and 60 days for 8-week Board & Train. In-person training packages expire after 3 months for On-Leash Obedience and after 6 months for Advanced Obedience.
No exchanges of services once training has already started, except in rare circumstances, which will be handled on a case-by-case basis. No exchanges of services that will cause any time gap in training. No exchange of services purchased at regular prices for other services at discounted prices during a sale. If an exchange is warranted for any reason, it will be done at regular pricing.
We have a 72-hour refund policy on all contracts for training packages and board & train programs after checking out in our store, agreeing to policies and training terms prior to checkout, and making your payment.
You agree to all terms, conditions and policies during the checkout process. Your written notice of cancellation must be submitted within 72 hours of checkout, even if your training is scheduled at a date in the future. Payment will be refunded using the same method used for payment.
If included with Training Package, Board & Train, or an event like a 30 Day Challenge, online training course cost will be deducted from refund amount if fourth session is accessed prior to cancellation. Boxes or Starter Kit cost with shipping will be deducted from the refund amount once the equipment has been shipped.
No refunds for any of our Board & Train packages when human-directed aggression or severe separation anxiety is displayed during the program, unless an Evaluation determined your dog was approved for a 4-Week or 8-Week Board & Train Boot Camp. Dogs who growl, snarl, bare their teeth, lunge, charge, snap, bite or attempt to bite, stare, raise their hackles, or display rigid body posture directed at trainers or other humans will be removed from the program and sent home immediately at the owner's expense. No refunds. Training may not be transferred to another dog.
Note: Leash-pulling is not considered lunging if not human-directed. Young puppies who "nip and bite" will be evaluated individually.
We make every effort to be very transparent about when your dog can he dropped off for Board & Train. Once the 72-hour cancellation window is closed, there are no refunds. No refunds for unused Online Training Courses that are included with these programs once 72 hours has passed if the fourth session had been accessed. The cost of Online Training will be deducted from the refund total.
Included goods or services accessed online, received or shipped prior to a cancellation will be billed at our individual pricing for that service (including shipping) and deducted from refund.
Zoom evaluation fees not deducted from cost of any package or program and are not refundable. Evaluations are subject to our Cancellation Policy below and will be forfeited if you no-show or fail to cancel with less than a 48-hour notice.
Discounts, sales, promotions, and offers: Sale discounts cannot be used with other discounts or offers. Two discounts cannot be used together. No exceptions.
Multiple dog discounts: A multi-dog discount may be available when purchasing more than one training packages for two or more dogs from the same household at the regular price, if purchased and paid for on the same day, at the same time, with a single transaction. This discount cannot be used with other offers, sales, or discounts. Training must be consistent and uninterrupted prior to expiration date, which applies to both dogs. Handlers MUST be in same household. One package per dog. Packages expire together, on the same date. Email email@example.com for details.
Getting started: It's easier to train your dog if your training schedule can be flexible. Daily training practice at home and consistent attendance at sessions and group classes without interruption is essential for success. Training Packages and Board & Train programs are designed to be continuous and consistent and cannot be broken up into smaller segments or spread out over a longer period of time.
Trainers: All of our dog trainers use the same training techniques. Due to work load, availability, your desired schedule, staff work schedules, and other factors, clients may work with more than one trainer. It may not always be possible to keep the same trainer for all sessions and group classes.
We cannot give any promises, timelines, or guarantees for training results.
Successful dog training includes learning our vocabulary and techniques, attending professional dog training on an uninterrupted set schedule, consistent daily practice during and after training with us, multiple owners being on the same page, frequent socialization, ongoing guidance, follow-up training when needed, the health and age of your dog, and more.
Ongoing training help: Intensive private sessions, ongoing weekly group classes, board & train, advanced online training, and zoom training sessions are available to help address problems and maintain lasting results.
We can’t “go home with you” to monitor daily training, consistency, or the dog's environment. Based on these critical factors, we’re unable to offer promises or a “Money Back Guarantee” on training packages, board & train, training sessions, group class, online dog training, or any combination of these. Successful dog training requires daily practice and training on a long-term basis to be successful.
Dog owners must notify the office in writing (with complete documentation) within 48 hours in the unfortunate event your dog is stolen, lost, becomes ill, is injured or dies, and these situations will be handled on a case-by-case basis. Documentation is required.
If you decide to give your dog back to a breeder, shelter, or rescue organization after purchasing a training package or completing some or all of the training, no refunds will be given and remaining training, if any, is not transferable to another dog.
If you move out of the area after you’ve purchased a training package, or before you’ve completed your package, no refunds will be given, and the package or remaining training is not transferable to another dog.
No refunds for paid zoom or in-person evaluations if you have started and/or completed the evaluation, are a no-show, arrive late, or cancel with less than a 48-hour notice. Evaluation fees cannot be deducted from the cost of any training package or other purchase.
Boarding is sometimes available for current Cali K9® clients* with 100% healthy, non-aggressive, fully-vaccinated dogs, space permitting. $97 day; three-day minimum. We require a full three-day notice to cancel or reschedule. *Clients must have completed an in-person training package or board & train with us and have trainer approval.
We ship starter kits and boxes by UPS ground to street addresses in the continental US only. Kits usually arrive within one to two weeks in two separate shipments. We don't ship kits or boxes to Hawaii, Alaska, US territories, or outside of the US.
Products in our kits are shipped from multiple locations and orders will arrive in two separate shipments. Training boxes, apparel, training equipment, and toys all ship from different locations and may arrive a week or more apart, depending on your location.
Products including training equipment (except boxes), tug toys, and apparel ordered separately are shipped to all 50 states. Some apparel can be shipped internationally.
Did a product arrive damaged or defective? You must notify us of a defective or damaged item within 10 days of delivery. Email the office immediately (firstname.lastname@example.org) and include digital photos of the damaged item, the shipping box, and all packing material. You must keep shipping box and all packing material. No returns or exchanges after 10 days or without all off the original packing materials. No returns for used toys or chewed equipment.
With authorization, and within 30 days of purchase date, a product (except our made-to-order apparel and special orders) can be returned and/or exchanged if the product is brand new, unused, not damaged, and in original packaging and shipping box. All parts, pieces, inserts, printed materials, and product packaging must be returned in original condition. Unless defective or damaged, kits and training boxes and boxes returned to each vendor at customer expense and must be insured. Returned product may not be altered or used in any way. No product returns or exchanges after 30 days.
Training toys: No exchanges or returns on training tug toys, pillows, or balls if they have been used at all. These are not chew toys. Training toys and equipment like leashes are designed for training session use as training tools, for motivation, or as a brief reward only and should never be left alone with the dog after the training session is over. No returns for chewed or used equipment or toys.
Apparel returns: All apparel is custom and 'made to order' and can't be returned or exchanged. Ordering the wrong size or color by accident will be handled on a case-by-case basis, if humanly possible and if notified immediately after purchase.
Apparel can only be returned if damaged due to a shipping mishap, if the vendor sent you the wrong size (other than the size you ordered), or a manufacturing defect. All packing material, including original shipping box, must be returned and apparel must be brand new and unworn. With written authorization, returns must be shipped to the 950 South 1st Street, San Jose, CA 95110.
Any returns sent to us without prior written authorization cannot be accepted. Returned items are subject to inspection by our staff and/or the vendor.
We reserve the right to deny returns or exchanges on the same products purchased and returned more than once. Returns that do not meet our Refund, Return and Exchange Policy criteria will not qualify for return or exchange and may be returned at the client’s expense or destroyed upon request.
We are not responsible for returned packages that may be lost or damaged in transit. It is highly recommended that you choose a method of shipping with tracking and insurance. No refunds or credits on shipping and handling costs. Once an item has shipped and a tracking number has been provided, it is the responsibility of the client to track their package and contact the shipping agent for additional shipping details.
Custom orders, including the import of working or companion canines: Cancellation and amount of refund will depend on the vendor, status of the order, and location of the product at the time of cancellation. Deposits, cost of the transportation to and from the vendor, and other fees already paid may not be refundable. In addition, a minimum 15% restocking fee will be charged.
Zoom Cancellation and No-Show Policy: We attempt to send an email and/or a reminder text to your cell phone number prior to your appointment when possible. Whether or not you receive a reminder, you must be available on the assigned date and time. If you’re unable to keep your appointment for any reason, we require a full 48-hour notice in writing to email@example.com. If you are a no-show to your scheduled Zoom meeting or fail to cancel with adequate notice, your evaluation or training session may be forfeited.
We must be able to contact you: We require a cell phone number with voicemail that you check regularly and a current email address so we can confirm appointments, send text reminders, and inform you of schedule changes and unforeseen emergencies, as needed. If we call you, it’s important that you contact the office immediately. If we attempt to contact you and don’t hear back from you, we reserve the right to give your time slot to another client who needs the appointment.
Cancellation and no-show: If you’re unable to keep your scheduled zoom evaluation or training session, private session, or semi-private appointment for any reason, we require a full 48-hour notice by email to firstname.lastname@example.org. If you are a no-show or fail to cancel in with 48 hours notice, your session will be forfeited.
In a true emergency, please contact the office immediately. We will handle your situation on a case-by-case basis. However, keep in mind that lack of childcare, getting stuck in traffic, last minute requests to reschedule your session, and failure to check emails, voicemails, and/or text messages are not valid reasons to miss any appointment.
Our cancellation policy allows us sufficient time to contact another client who may be waiting for an appointment. If your training was included in a package or gift certificate, failure to cancel without a 48-hour notice will void that session.
Lateness: Clients who arrive late for evaluations, training sessions or groups may have a shorter appointment time.
Group classes are for dogs who have completed one of our training programs, who know our training method, and have been approved by their trainer.
Arrival at group class: When possible, please book your group appointment in advance online and arrive no more 15 minutes before group classes and no later than 5 minutes after class begins. If you arrive late to a group class, please do not disrupt the class or interrupt the trainer with questions until after the class.
Electronic devices: Handlers who participate in or household members observing group classes may not use electronic devices (cell phones, camcorders, cameras, tablets, recorders, etc.) during training. Cell phones must be turned off or silenced. Please, no harnesses, retractable leashes, gentle leaders, or ecollars (unless they are trainer-approved) at training sessions or group classes.
Please clean up after your dog! Do not bring children, guests, or other dogs to sessions or group classes.
Group class schedule changes: We reserve the right to change our Group Class schedule and notify clients at the previous class or via social media and/or email.
Rainy day policy for group classes NOT held at our indoor facility: If it’s raining the day of an outdoor class, the class may be canceled.
Subscriptions to ongoing group classes are $97 per month for up to 4 group classes, auto-payed every 30 days from date subscription is purchased. 30-day written notice to cancel. Classes do not carry over to next month if missed. If a class must be canceled, there are other groups to attend. Advanced students may attend intermediate classes off leash if approved. All attendees must sign company policies. No refunds if handler must miss classes under this plan. No refunds for unused classes.
Due to some dogs being carriers of certain transferable infectious illnesses, and to protect all dogs in our care, we require all dog owners to follow this updated protocol:
- Completed series of all standard vaccines and current boosters.
- Up-to-date rabies vaccine.
- Recent de-worming.
- Ongoing monthly flea and tick prevention.
- New vaccine for bordetella bacterium (kennel cough) or up-to-date booster with documentation for both.
- Recent vet visit for (a) complete physical, (b) skin check-up (staph infections, sarcoptic mange, mites, lice, ringworm, fleas, ticks, severe hot spots, etc.) and (c) fecal lab test to rule out intestinal challenges like giardia, coccidia, and other contagious parasites.
- Recent nail trimming.
- Recent sanitary cut and anal gland expression if required.
- All immunizations, preventative maintenance, procedures, lab tests, and exams must be completed and detailed documentation from your vet is required before your dog's training can start. No exceptions.
Notice! Female dogs in heat are not allowed in the training facility or in any group classes for the full duration, usually a minimum of 21 days. No exceptions.
Children, Guests, Other Dogs & Safety
Who can attend: To maintain a safe environment for everyone and to minimize distractions, we must limit who can accompany you to the facility
You may not bring guests, children, friends, relatives not in your household, other dogs, dog walkers, dog trainers, or dog breeders to sessions or classes.
Exceptions: The household or family member financially responsible for training and those who will handle the dog at home and during training sessions at Cali K9®. Only handlers involved in the day-to-day training process are permitted to attend training sessions, only if they are handling the dog regularly in all training, and must be accompanied by the contract holder every time.
Handlers in attendance must participate in all training and group classes in order to be eligible. Handlers who participate may not use their electronic devices (cell phone, tablet, iPod, camera, camcorder, etc) during training. All cell phones must be turned off or silenced.
For your safety while in the facility, parking lot or outdoor group classes, do not pet, touch, call, talk to, feed, play with, or attempt to interact in any way with dogs that don’t belong to you. Do not allow family members or others to do so.
Handlers: No new, additional, drop-in, or substitute handlers will be permitted to attend or participate in training once the training package sessions have started. No exceptions.
Children and other dogs: No unattended children or other dogs are permitted in the facility. No exceptions. Guests, unattended children, and dogs may not be left in the lobby, in your car, in the back parking lot at the facility, or outside in front of the facility. Dogs may not be left in a parked car for any length of time for any reason, even for just a few minutes, and even if it doesn't seem hot and your windows are cracked.
Please make reliable childcare and pet care arrangements, and back-up arrangements in advance. Keep in mind, lack of childcare or pet care is not a valid reason to miss or cancel your appointment or class at the last minute.
Petting policy: While in our facility, parking lot, or at outdoor group classes, absolutely no petting, touching, calling, talking to, feeding, playing with, or attempting to interact with other dogs for any reason.
Rainy day policy for group classes not held at the facility: If it’s raining the day of an outdoor class, if possible, it will be held indoors at the facility.
Dogs in heat are not allowed in the facility or in group classes for a minimum of 21 days. No exceptions.
Online Dog Training does not expire. You do need to create an account to access online training. In person or live one-on-one zoom training sessions are available to help along the way, if needed.
Expirations dates: Training packages have strict expiration dates from the date of purchase to complete all training sessions, even if you are training more than one dog. A 48-hour cancellation policy applies to any private, semi-private, and zoom sessions. If you are approaching your expiration date, you must train without interruption.
If purchased July 29, 2022 or before, services included with Board & Train program expire 90 days from pick-up date, unless otherwise specified. After purchase, in-person Training Packages expire after 4 months (since 2021) for Basic Obedience and after 6 months for Advanced Obedience packages. Clients must complete all included training within that time frame. Prior to 2022, all Training Packages expired after 6 months.
If purchased on or after July 30, 2022, services included with the 2-Week and 4-Week Board & Train Programs expire 30 days after the pick-up date and 60 days for 8-week Board & Train. In-person Training Packages expire after 3 months for On-Leash Obedience and after 6 months for our Advanced or Ultimate Obedience packages.
All Training Programs are non-refundable, are non-transferable to other owners, new handlers, or other dogs, and are subject to our 48-hour Cancellation Policy, Expiration Policy, and other company policies. No exceptions.
One-on-one zoom training sessions are available to help address behavior problems and clarify training techniques. Online dog training helps reinforce focus and all obedience fundamentals.
Important: Contracts can only be canceled and refunded within the first 72 hours after purchase. You agreed to our policies and all the terms and conditions of your training agreement during your checkout process.
Privacy & Security
Our clients are at the heart of everything we do and your privacy is important to us. Part of our commitment to you is to respect and protect the privacy of the personal information you provide to us. We make every effort possible to assure the privacy of any information submitted to us. We have systems in place to protect this website and our office from anyone attempting to obtain personal information.
We do not use personal information in any way that would allow it to be obtained by others. For this reason, we do not keep credit card information on file for future purchases. This does not apply to payment methods stored with external payment apps like PayPal, Sezzle, Shop Pay, Amazon, Google, and PayWhirl.
We will never provide your personal information to any company or individual not directly involved in your transactions with us unless you specifically request us to do so in writing. Parents and others may not ask team members to discuss, share information, or book appointments for our young adult clients over 18.
We do not share our mailing list with third parties under any circumstances.
To create an account and for Online Dog Training, it is necessary to collect some basic information to allow you to login and access your course and view past online purchases.
The information provided by this website is intended for educational purposes and not intended to address individual problems. Policies, protocols, schedules, and prices are subject to change at any time without notification. California K9 Solutions® reserves the right to refuse to do business with anyone.
Personal belongings: Please keep your belongings with you at all times. We are NOT responsible for lost or stolen items. Do not leave any valuables or personal belongings in your car.
Payment is due at the time of purchase, whether online and at our locations.
Important: We reserve the right to refuse to do business with anyone for any reason.
If printing out, please initial and date each page and then sign and date below, which indicates you have read and agree to all policies. You also agreed to these terms at checkout. ALL FIELDS ARE REQUIRED
Owner Name: ____________________
Owner Name: ____________________
Email Address: __________________
Cell Phone: ______________________
Dog Name(s): ____________________