Terms and Conditions

 

Returns & Restocking Fees

You may return an item. Please be aware of the following stipulations regarding all returns:
 

  • Merchandise must be in new, unused condition with all tags and paperwork still attached.
  • All returns require a return authorization number. Any returns sent back without a return authorization number are subject to a 20% restocking fee. 
  • Any unused merchandise in unassembled, original condition (and in their original boxes or packages) with warranty cards unfilled:
    • Request to return must be reported to us within 7 calendar days of receipt of your item
    • Returned merchandise must be received back by us within 15 days of receipt of the merchandise
  • With the exception of shipment damage or a defective product, all shipping and handling fees are non-refundable.  Buyers are responsible for all return shipping costs.
  • Any specially customized item or item personalized with your pet's name is not returnable.


How do I obtain a Return Authorization and Return Instructions?

Please use our return request form to a return authorization number and return instructions.

A special return address must be used in order for your return to be accepted. Do NOT return the item to the sending address. We have special returns processing units, and we will supply you with the proper return address at the time you inform us of your need to return.


Order Cancellations

For custom made items:

 

  • Cancellation requests must be made within 24 hours of having placed the order, otherwise no cancellations.
  • If your order has been built or begun being built, but not shipped, at time of cancellation there is a 15% cancellation fee
  • If your order has been built, packaged and shipped at time of cancellation there is a 15% cancellation fee plus 2-way shipping

For pre-manufactured items:

  • Cancellation requests must be made within 24 hours of having placed the order, otherwise no cancellations.
  • If your has not shipped, at time of cancellation there is a 15% cancellation fee
  • If your order has been shipped at time of cancellation there is a 15% cancellation fee plus 2-way shipping


Please keep in mind that in many cases we ship more quickly than the stated item timelines.