Terms of Service

Eligibility

You must be at least 18 years old, or using the Site under the supervision of a parent or guardian, to place an order. By placing an order, you confirm that you meet this requirement and that the information you provide is accurate.

Products and Orders

All items are handmade to order or in small batches. Because of this:

• Colors, patterns, and exact dimensions may vary slightly from photos shown on the Site. This is a normal feature of handmade goods, not a defect.
• We make reasonable efforts to keep the Site accurate, but we don't guarantee that product descriptions, images, or pricing are error-free. If we discover a pricing or listing error after you've ordered, we'll contact you before processing the order and give you the option to cancel for a full refund.
• Placing an order is an offer to buy. We accept that offer, and a contract is formed, when we send your order confirmation email.
• We may decline or cancel an order, with a full refund of anything you paid, if we can't make or ship it (for example, a color or part is no longer available), if we can't verify the payment or shipping details, or if we reasonably suspect fraud, reselling of discount codes, or another violation of these Terms.

Payment

All payments are processed securely by Stripe. We do not see or store your full card number. Prices are listed in US dollars and don't include sales tax or shipping. Any applicable sales tax is calculated by Stripe and added at checkout, and shipping is quoted in your cart from live carrier rates. The total you see before you pay is the total you're charged.

Discount Codes

From time to time we offer discount codes, such as the welcome code we email when you sign up for our list. Unless a code says otherwise:

• Only one code can be used per order, and it applies to the product subtotal, not to shipping or tax.
• A welcome or “first order” code is only valid on your first order with us. We check this against the email address on the order, and a code may be refused if that email (or a close variation of it) has ordered before.
• Codes may have an expiration date, a minimum order amount, or a limited number of uses, and they have no cash value. We may end a code at any time, and we may cancel an order that used a code in violation of these Terms, with a full refund.

Military, first responder, and teacher discount. We offer 10% off to current and former military members and their families, firefighters, EMS and medical services workers, law enforcement, and teachers and school staff, verified through GovX, a third-party service. To qualify, you must be approved by GovX for one of those groups; we rely on GovX's decision and can't review or override it. GovX is a separate service with its own terms and privacy policy, and we aren't responsible for how it verifies you or handles your information.

• Each verification gives you one single-use code for one order. It's applied for you automatically (you don't type it), can't be transferred, and is tied to the person who verified. For your next order, verify again. An unused code expires after 7 days, and verified status in your browser lasts 24 hours.
• It can't be combined with another discount code on the same order, and the code is not valid for typing in by hand.
• Claiming the discount without being eligible, sharing or selling codes, or trying to get around the verification is a violation of these Terms (see Prohibited Uses below), and we may cancel the order with a full refund and decline future discounts.
• We may change, pause, or end this discount, or the groups it covers, at any time.

Shipping

We currently ship within the United States only, using rates and delivery estimates provided by Shippo at checkout. Delivery estimates are provided by the carrier and are not guaranteed. Once an order is handed to the carrier, risk of loss passes to you; if your package is lost or damaged in transit, contact us at kylie@chaotick9creations.com and we'll help you file a claim with the carrier.

Custom Orders, Returns, and Refunds

All of our items are handmade to order, custom to your specifications. Because each item is made specifically for you, we don't accept returns or exchanges for a change of mind, including on colors, lengths, or other customizations you chose.

You can change or cancel an order for a full refund any time before we start making it; contact us as soon as you can. Once we've started making your item, the order can't be changed or cancelled.

If your item arrives damaged, has a defect in how it was made, or isn't what you ordered, contact us through our Contact page or at kylie@chaotick9creations.com within 14 days of delivery, and we'll make it right with a repair, a replacement, or a refund. Photos of the problem help us sort it out quickly. You won't pay return shipping in those cases: if we need the item back, we'll send a prepaid label. Refunds go back to your original payment method. See our Shipping & Returns page for more.

Custom, Bulk, and Invoiced Orders

Bulk pricing is applied automatically in your cart based on the number of items in the order, as described on our Bulk Orders page. For requests that don't fit the options on the Site, we may send you a quote as an invoice through Stripe instead.

• A quote isn't an order until its invoice is paid. The items, price, shipping, and any tax shown on the invoice are the terms of that order, and we start work once it's paid in full.
• An invoice that isn't paid by its due date may be cancelled, and prices or availability may be different if you ask again later.
• Production time for custom and large orders can run longer than our usual window; we'll give you an estimate with the quote.
• Everything else in these Terms, including the cancellation, return, and refund terms above, applies to invoiced orders the same way.

Your Account

You don't need an account to order. If you sign in at Account, there is no password: we email a one-time code to your address, so anyone who can read that inbox can sign in as you. You're responsible for keeping your email account secure, for the activity on your account, and for giving us accurate information. Tell us right away if you think someone else has used your account.

We may suspend or close an account, and cancel reward points or codes tied to it, if it's used for fraud, abuse of our discounts or rewards, harassment through account messages, or another violation of these Terms. You can ask us to close your account at any time by emailing kylie@chaotick9creations.com.

Loyalty Rewards

Orders placed on this Site earn reward points, as described on our Loyalty Rewards page, which sets out the current earning rate, what points can be redeemed for, and any minimum order. These terms also apply:

• Points are tied to the email address on the order. They have no cash value, aren't your property, and can't be sold, transferred, combined between email addresses, or exchanged for money. Orders placed on Etsy don't earn points.
• A code you get by redeeming points is a discount code, so the Discount Codes terms above apply to it: one code per order, single use, no cash value.
• If an order is refunded or cancelled, the points it earned are taken back, in full or in proportion to a partial refund, which can leave a balance below zero.
• We may correct a balance that's wrong because of an error, and we may remove points or cancel codes obtained through fraud, abuse, or a violation of these Terms.
• Points don't expire while the program is running. We may change the program (including how points are earned and what they can be redeemed for) or end it. If we end it, or change it in a way that reduces what points you've already earned are worth, we'll post a notice on the Site at least 30 days beforehand so you can use them first.

Product Use and Safety

Our products are handmade accessories for dogs and are intended to be used with reasonable supervision. Please read this section carefully:

• No collar, leash, or harness, regardless of maker or material, is guaranteed to withstand every dog's strength, chewing, or behavior. You are responsible for choosing gear appropriate to your dog's size, strength, and temperament, and for taking accurate measurements when ordering custom sizing.
• We recommend regularly inspecting your gear for wear and replacing it if you notice fraying, weakening, or damage.
• Our products are not designed or warrantied as safety, training, or containment equipment for aggressive, reactive, or escape-prone dogs, and should not be used as a substitute for direct supervision, particularly around traffic, other animals, or unsupervised tethering.
• We are not liable for injury, loss, or damage resulting from product misuse, inadequate supervision, incorrect sizing, or normal wear and failure over time.

Use at your own risk. By purchasing and using our products, you acknowledge and accept that you do so entirely at your own risk. To the fullest extent permitted by law, Chaotic K9 Creations is not responsible or liable for any injury, illness, or death of your pet, or any other person, animal, or property, arising from or related to the use, misuse, failure, or breakage of our products, regardless of cause.

Intellectual Property

All content on this Site, including product photos, designs, logos, and text, is owned by Chaotic K9 Creations or used with permission, and is protected by copyright and trademark law. You may not copy, reproduce, or use our product designs or site content for commercial purposes without our written permission.

Messages and Photos You Send Us

If you send us messages, photos, or other content through our Contact form, through messages in your account, or by email, you grant us permission to use that content solely to respond to you, fulfill your order, or provide customer support. We won't publish or reuse it publicly (such as in our gallery or marketing) without asking you first, and if you've let us share a photo you can ask us to take it down at any time.

Only send content that's yours to share, and nothing unlawful, threatening, or abusive. Reviews are covered separately, under Product Reviews below.

Product Reviews

Our Leave a Review page is only for verified buyers, submitting a review requires the order number and email from an actual order with us. Reviews must reflect your own genuine experience with a product you purchased from us; submitting a review for an order that isn't yours, or otherwise fraudulent or misleading content, is a violation of these Terms (see Prohibited Uses below).

By submitting a review, you grant us a non-exclusive, worldwide, royalty-free license to publish, display, and lightly edit (for length, formatting, or clarity, never to change its meaning) your name, rating, and review text on this Site and in our marketing. Unlike messages and photos above, publishing your review is the entire point, that's what submitting one means. Any photos you attach are used only to help us evaluate the review and are never published or stored beyond that. We moderate every review before it goes live and may reject or remove any review, at any time, for any reason, including reviews we believe are fake, paid for or otherwise incentivized, off-topic, or abusive. We don't offer discounts, gifts, or anything else in exchange for reviews, and we don't only publish positive ones.

Prohibited Uses

You agree not to use the Site to: violate any applicable law; attempt to gain unauthorized access to our systems; interfere with the Site's normal operation; submit false, fraudulent, or abusive content through our forms; or claim a discount you aren't eligible for, or share, sell, or try to get around the verification for one.

Third-Party Sites and Services

The Site links to, or relies on, services run by other companies, such as our Etsy shop, GovX for discount verification, Stripe for payment, the shipping carriers, and social media like Facebook and Instagram. Those services have their own terms and privacy policies, and we aren't responsible for their content or how they operate. Purchases made on Etsy are governed by Etsy's terms and policies, not these Terms. The term “Etsy” is a trademark of Etsy, Inc. This Site uses the Etsy API to show reviews from our Etsy shop but is not endorsed or certified by Etsy, Inc.

Events Outside Our Control

We aren't responsible for a delay or failure to make or ship an order caused by something outside our reasonable control, such as severe weather, natural disasters, carrier or supplier delays, illness, power or internet outages, or government action. If that happens we'll let you know, and if we can't ship within a reasonable time you can cancel for a full refund.

Disclaimer of Warranties

The Site and our products are provided “as is.” Other than the damaged, defective, or wrong-item remedy described in Custom Orders, Returns, and Refunds above, we don't make any additional warranties, express or implied, including implied warranties of merchantability or fitness for a particular purpose, to the extent permitted by law.

Limitation of Liability

To the fullest extent permitted by law, Chaotic K9 Creations is not liable for any direct, indirect, incidental, or consequential damages arising from your use of the Site or our products, including but not limited to injury, illness, or death of a pet or other animal, personal injury, or property damage. Our total liability for any claim relating to an order, to the extent any liability remains after the above, is limited to the amount you paid for that order.

Indemnification

You agree to indemnify and hold Chaotic K9 Creations harmless from any claims, damages, or expenses arising from your misuse of the Site or our products, or your violation of these Terms.

Governing Law and Disputes

These Terms are governed by the laws of the Commonwealth of Virginia, without regard to conflict-of-law principles. If a dispute arises, we ask that you first contact us at kylie@chaotick9creations.com so we can try to resolve it directly. Any dispute that can't be resolved informally will be handled in the state or federal courts located in Virginia.

Changes to These Terms

We may update these Terms from time to time. If we make material changes, we'll revise the date at the top of this page. Continued use of the Site after changes take effect means you accept the updated Terms.

General

These Terms, together with our Shipping & Returns page, our Privacy Policy, and (for an invoiced order) the invoice itself, are the entire agreement between you and us about the Site and your order. If any part of these Terms is found unenforceable, the remaining provisions will stay in full effect. If we don't enforce a part of these Terms on one occasion, that isn't a waiver of our right to enforce it later. You may not transfer your rights under these Terms to someone else without our consent; we may transfer ours as part of a sale or reorganization of the business.

Privacy

Our collection and use of your personal information is described in our Privacy Policy.

Contact Us

Questions about these Terms? Email us at kylie@chaotick9creations.com.