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returns faq's
Do you accept returns?
With the exception of replacement pans, we accept returns for new-unused*(see below) products in original packaging if notified within one week of your receipt of order. You are responsible for
return shipping charges. Please notify us if you wish to return your product so that we may issue you an
RMA number and provide all pertinent information needed (such as proper return location - not the address on shipping label).
Important - if you return an item without authorization or to a location other than that provided with the RMA, you will not receive credit. We appreciate your understanding in regards to these policies. We work hard to keep prices low and this does require that you as a customer work with us to keep costs down by adhering to these policies.They are not frivilous and are necessary to keep associated costs related to returns under control.
*for health reasons we cannot resell any product that has seen use by your pet, however briefly that product might have come into contact with your pet. All items are thoroughly inspected for adherence to this policy. Should we find evidence of prior use (pet hair, etc) credit will not be issued and your return will be forfeited. We are hopeful that customers will appreciate and understand that this policy is in place for the safety of your pet.
Once I have a return authorization, am I required to send my item back within a certain amount of time?
Yes. Returned items must be received at our location within two weeks of the date the RMA was issued.
I have an item I wish to return but did not keep the product box. Is this a problem?
Yes. Products must be returned in original packaging and condition (new-unused)*(see below) so that resell is possible. Please do not request to return an item that we cannot resell.
*for health reasons we cannot resell any product that has seen use by your pet, however briefly that product might have come into contact with your pet. All items are thoroughly inspected for adherence to this policy. Should we find evidence of prior use (pet hair, etc) credit will not be issued and your return will be forfeited. We are hopeful that customers will appreciate and understand that this policy is in place for the safety of your pet.
Will I be charged a restocking fee?
Yes, a 15% restocking fee will apply to all customer returns. If you wish to exchange for an item of comparable value(equal to or greater than item being returned), I will waive the restocking fee.
When will I receive credit for my returned item?
The item will be inspected by the factory to be sure resell is possible after which time a credit will be issued. This usually occurs within 7-10 business days of receipt of return.
