Refunds, Returns & Exchanges
Online training promise: Sessions begin with an introduction, followed by training sessions that start off short and simple and then grow more complex with every session. Zoom training sessions are 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 only. Refund requests must be made in writing to firstname.lastname@example.org within 30 days of purchase, and prior to accessing the fourth training session. No refunds after 30 days or once the fourth session is accessed. No exceptions.
No refunds for training packages and board & train contracts after 72 hours of checking out and agreeing to terms. No refunds for unused portions of expired packages. Training packages expire after six months. No exceptions.
Services included with our Board & Train package expire after 90 days.
We have a 72-hour refund policy on all contracts for training packages and board & train programs after checking out, agreeing to policies and training terms, and making your payment. You agree to all terms and policies during the checkout process. Your written notice of cancellation must be submitted within 72 hours of checkout. Payment will be refunded using the same method used for payment.
We are transparent about when your dog can start training, which can be several weeks (or longer if your schedule isn't flexible) after purchase, especially after a holiday sale. Once the 72-hour cancellation window is closed, there are no refunds if your training cannot start "soon enough".
No refunds for any of our board & train packages when human-directed aggression or severe separation anxiety is displayed during the program. Dogs who nip, bite or try to bite, growl, snarl, or bark at trainers or others will be removed from the program and sent home immediately at the owner's expense. Unused training may be exchanged for in-person training, if and when our schedule permits. No refunds. Training may not be transferred to another dog. Again, we want to stress the fact the we are transparent about when your dog can start training, which can be several weeks, or longer after purchase, especially after a holiday sale. Once the 72-hour cancellation window is closed, there are no refunds.
Phone/zoom evaluation fees are not refundable and not deducted from the cost of any training package. 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 multiple training packages for two or more dogs from the same household at the regular price, if purchased and paid for in the same day, at the same time, with a single transaction. This discount cannot be used with other offers or discounts. Training must be consistent and uninterrupted prior to expiration date, which applies to both dogs. One package per dog. Packages expire together, on the same date. Email email@example.com for details.
Getting started: It's easier if your training schedule can be as flexible as possible. Due to our busy calendar, there may be a delay before training sessions can be scheduled. The Cali K9® team makes every effort to put you and your canine on our calendar as soon as humanly possible. Making changes after training sessions are already scheduled may result in delays in being able to reschedule those sessions. Training Packages and Board & Train programs are designed to be continuous and consistent and cannot be broken up into segments.
Trainers: All of our dog trainers use the same training techniques. Due to work load, availability, your desired schedule, staff work schedules, requests to reschedule sessions, and other factors, clients may work with more than one trainer. It may not always be possible to keep the same trainer for all private sessions, especially if your schedule isn't flexible or if you need to reschedule any sessions.
We cannot give any promises, timelines, or guarantees for training results.
Successful dog training includes learning our vocabulary and techniques, getting consistent, uninterrupted professional dog training on a set schedule, consistent daily practice during and after training with us, multiple owners being on the same page, socialization, ongoing guidance, follow-up evaluations, the health and age of the dog and more.
Private sessions, group classes, refresher training packages, board & train and Zoom training sessions are available to help 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 packages, semi-private or private sessions, out & about 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 trainer and 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 may be 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.
We ship starter kits and boxes by ground to addresses in the continental US only. Kits usually arrive within one to two weeks. 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 may arrive in two or more separate shipments. Training boxes, apparel, training equipment, and toys all ship from multiple locations and may arrive a week or more apart, depending on your location.
Products including equipment, toys, and apparel ordered separately are shipped to all 50 states, excluding training boxes. Some apparel can be shipped internationally.
Damaged or defective? You must notify us of a defective or damaged item within 10 days of delivery. Email the office immediately at 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.
With prior written 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. Returned products may not be altered or used in any way. No product returns or exchanges after 30 days.
Training toys: No exchanges, returns, or exchanges on training tug toys, pillows, or balls if they have been used at all. These are not chew toys. They are designed for short training session use only and should never be left with the dog after the training session is over.
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 when humanly possible. Apparel can only be returned if it is received damaged due to a shipping mishap or with a manufacturing defect. All packing material, including original shipping box, must be returned and apparel must be brand new and unworn.
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 return 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 dogs: 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 able to be refunded. In addition, a minimum 15% restocking fee will be charged.
Zoom Cancellation and No-Show Policy: We send reminder texts to your cell phone numbers 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 by phone to the office and 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 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 and your trainer 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.
Group class schedule changes: We reserve the right to change our Group Class schedule and notify clients via social media and/or email.
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.
We offer one-on-one private Zoom training sessions with a Senior Dog Trainer to supplement your training, clarify techniques and troubleshoot any problematic behaviors you face.
Children, Guests, Other Dogs & Safety
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 at the last minute.
Board & train packages have a strct 90-day expiration date from the completion date of the boarding segment to complete all included sessions and/or classes. The "take home" session is included in the number of sessions that come with each program.
Zoom training sessions are available to help address behavior problems and clarify training techniques. Online dog training will help reinforce focus and obedience fundamentals.
Privacy & Security
To create an account and for Online Dog Training, it is necessary to collect some information to allow you to login and access your course and past online purchases.