Customer Service

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Returns Policy & Procedures

All returns are required to have a Return Authorization Number issued within 30 days of the date of purchase, unless otherwise stated on the item’s page. Once the Return Authorization Number is acquired, you  have 30 days to return the item(s). All returned items must be unused  and in new condition in their original packaging including all  hardware and instructional components. Items are also subject to a 10%  restocking fee, with exceptions listed below in the Restocking Fee  Breakdown list. Any returned item deemed not to fall within the  preceding criteria will be returned with no credit issued at the  customers expense. Once your return has been inspected please allow 15  days for credit to be applied to the credit card used for purchase.  Initial cost of shipping is not eligible for refund. To request your  Return Authorization Number, please follow these steps:

1 – Read and agree to the Returns Policy and Procedure above.
2 – E-Mail Customer Support
3 – Please include order confirmation ; we will also need your order number and the Item ID number of the product you wish to return.

Ship all returns to:
Returns Department
125 W. Crescentville Rd
Cincinnati, Ohio 45246

Refused Orders

Should you decide that you wish to refuse receipt of an item when delivered by UPS, USPS, FedEx or common carrier and legitimately ordered from us, credit will be issued for the item, minus shipping  charges and minus the appropriate restocking fee below. The credit will be issued once the item has been returned to us and after inspection by our return specialists.

Restocking Fee Breakdown:

20% Fee: Pet Beds, Dog Houses, Pet Ramps, Pet Gates, Doggie Dooley, Crates and Kennels, Booster Bath, Exercise Pens, Pet Strollers
10% Fee: All products not listed above are subject to a 10% restocking fee.


Shipping costs are automatically calculated based on product size and quantity ordered and determined by UPS published rates.

Shipping Method: UPS

Expedited Shipping:
We have expedited shipping options available for domestic orders. This includes next day, 2-day and 3-day shipping options. Orders must be placed before 12pm Eastern Time Monday-Friday to receive guaranteed expedited delivery in the time frame specified; and only if items are in stock. Expedited delivery orders received after 12pm Eastern Time or on Friday/Saturday/Sunday normally ship the next business day.

Shipping Time:
Orders are normally shipped from our warehouse within 24 business hours of order placement.

Please allow 5 – 7 business days for delivery.