ORDERING POLICIES:
We accept MasterCard, Visa, Discover, PayPal or your personal check as payment. Orders are shipped via UPS and do not require a signature for delivery. Most orders are received in 10-14 business days. If paying by check, your order will be shipped following the clearance of your check with the bank. By submitting orders to us, you agree to our return and exchange policies. Any order submitted that requires additional shipping costs, will be placed on hold and you will be contacted via phone or email to approve the additional costs. You may email us at customerservice@petgateandcrate.com to request additional shipping information. Please provide a complete “ship to” address. We reserve the right to modify prices at anytime without notice and are not responsible for typographical errors. Please be aware that manufacturers change colors on plastic items from time to time without warning.
RETURNS:
Total satisfaction pledge: If, within 10 days of receipt of your purchase, you are not satisfied, for any reason, you may return the product for a refund*. Contact us by telephone or email prior to your return and we will provide you with a Return Number and a return shipping address (some items may be returned directly to the manufacturer). It's a good idea to insure the return for its full value against loss or damage - this is usually not expensive. Include your name, address, phone and Return Number with your return. Once it is underway, please email the Tracking Number to: customerservice@petgateandcrate.com. This helps us monitor your return and to properly credit your refund. Return shipping costs are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.). We are not responsible for return packages that are lost or damaged by the return shipping company.
EXCHANGES:
Contact us within 10 days of receipt of your purchase. You must send the product back in new condition in the original packaging. The customer is responsible for return and replacement shipping. In the unlikely event your item is received damaged, or you receive the wrong product, contact us immediately so that we may send a replacement product and/or file a damage claim at our discretion.
Cancelled Orders
If you find you need to cancel your order, please let us know immediately via phone and email. We will do what we can to stop the shipment. You will be responsible for shipping costs on items, which have already shipped. A restocking fee may apply.
* Please Note
Certain items may be subject to a handling and restocking fee of 15% - 25% as charged by individual suppliers. This helps to offset the expense of inspection, processing and fees imposed by suppliers. Items must be returned in new re-sellable condition including all parts and packaging. Due to health and other regulations, crate liners and pads cannot be accepted for return. Items damaged by you or your pet(s) are not replaceable. Failure to follow our return policies will affect the amount of your refund. These policies are subject to change without notice.
