Returns Policy faq's
Do you accept returns?
With the exception of replacement pans we accept product returns 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 "Return Authorization 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 Return Authorization Number or to a location other than that provided with the Return Authorization Number, 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. To request your Return Authorization Number, please follow these steps:
1 - Read and agree to the Returns Policy and Procedure on this page.
2 - Email us @ Service@DogCrateDepot.com
3 - Please include your order ID number; we will also need the Item ID number of the product you wish to return.
*Once I have a Return Authorization Number, 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 Return Authorization Number was issued.
Please ship using “UPS only”. Insure the order, as if it is damaged during the
trip back to us, we cannot issue a refund; you are responsible for the
UPS damage claim.
Please provide us with a tracking number.
*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) so that resell is possible. Please do not request to return an item that we cannot resell.
*Will I be charged a restocking fee or handling fee?
Yes, a 15% restocking fee will apply to all customer returns with exceptions listed below in the Restocking Fee Breakdown list. 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. All products that ship FREE will be subject to a 20% handling Fee for returns or exchanges.
Restocking Fee Breakdown:
20% Fee
Pet Beds, Dog Houses, Pet Ramps
Pet Gates, Doggie Dooley, Crates and Kennels
Booster Bath, Exercise Pens, Pet Strollers
15% Fee
All products not listed above are subject to a 15% restocking fee.
20% Handling Fee
All products that ship FREE will be subject to a 20% handling Fee for returns or exchanges.
*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. Please allow up to 20 business days from the time we receive your return, for your refund to be processed. It may take up to 10 business days for the refund to show up in your account balance: it varies from bank to bank.
REFUSED OR UNDELIVERABLE ORDERS
If an order is refused by the Addressee, or cannot be delivered because the buyer has provided the wrong address or an address which UPS cannot deliver to, or no one is available to sign for a package where UPS has deemed a signature necessary, the customer will receive a refund minus 20% handling charge if the item shipped for Free plus the standard UPS shipping charges that it cost us for UPS to return it to us.
or both the original shipping charge and the standard UPS shipping charges that it cost us for UPS to return it to us.
