Products

Return/Exchange Policy

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 Return Policy

We want you to be completely satisfied with all of your purchases from us. Therefore, if you are dissatisfied with your order for any reason you may return your item(s) to us for a full refund of the product price less a 20% restocking fee and the shipping and handling within 30 days of shipment; excluding clearance, holiday and items listed below. Please note that you need to request a RMA number and abide by the return requirements stated below. You may request this by emailing or calling us. *Please note that all returns and exchanges must be pre-paid and insured. However, we'll pay the return shipping for incorrect shipped merchandise.

 Damaged/Defective Items

If you receive your item(s) in a damaged or defective state, please contact us immediately (within 48 hours of delivery). We are happy to correct the problem for you and replacements will be shipped as soon as possible. Pictures of the Damaged products may be required.

 Avoiding Returns/Exchanges

We strongly encourage you to measure your subject very carefully and follow any and all sizing charts before ordering. Please do not hesitate to ask questions, as our staff is happy to assist you. Should you find the need to return/exchange, your request will be met with friendly customer service.

 Return Instructions

Returns and exchanges are simple and hassle free. Simply email or call us to request a RMA number within 30 days of delivery. You will receive your return shipping instructions within 3 business days.

 Return/Exchange Exceptions

Clearance items, custom orders, handmade and/or made to order items, custom/personalized items and holiday related items are NOT returnable or exchangeable. Due to strict health regulations, we cannot accept returns/exchanges for the following types of products: carriers or totes, beds or bedding (blankets, pillows, etc.), any or all food related items, sanitary items such as litter and litter accessories.

 Return Requirements

If you should choose to return merchandise to us, please note that the following conditions must be met in order for us to process your return/exchange:

1. Item(s) must be in new, unused and in saleable condition (free from pet hair and/or any damage).

2. Please request a RMA number by email or by calling.

3. Please place the unused merchandise in its original packaging, with any included materials (instructions, tags, accessories, etc.) in secure, properly packaged packaging.

4. Return shipping is at the purchaser's expense, unless the return/exchange is a result of our error. Purchaser will be responsible for any reshipment fees, we do pay re-shipment fees for orders received incorrectly or if defective items were sent.

5. We highly recommend that you purchase insurance and tracking information for your return/exchange, as we are not responsible for lost, misdirected, stolen or damaged packages.

 Refund Processing

We'll notify you via e-mail of your refund once we've received and processed the returned item. Items that appear used or are returned to us more than 30 days after delivery may be eligible to receive store credit. This store credit is issued under special circumstances only and is to be determined by our Customer Service Manager, on a case by case basis.

 Store Credit

Store Credits are valid for one (1) year from the issuance date.

 Our Right

We reserve the right to determine if a product is in non-saleable and used condition.

 Our Goal to You

We are committed to offering you exceptional customer service and satisfaction. Our Goal is to be your favorite place to shop online for all your personal and pet needs. Please do not hesitate to contact us if there is a problem or if you need help with your order.