Return Policy

We understand that sometimes things just don't workout. We do our best to offer an easy return process for all of our customers. Please read our policies below before you place your order.  If you have any questions at all please let us know.

ELIGIBILITY: Purchases are eligible for return within 30 days from the original purchase date and must be in new condition and include all original parts and accessories. It must also be in the original packaging. Please see below for any additional brand related return requirements. Due to hygiene restrictions, used dog products are not eligible for return.

PROCESS: All returns require a Return Merchandise Authorization number (RMA#) before they can be shipped back. Please email us with your name and order number as well as the issue or reason for return. Do not send a return back to us without an RMA# as these will not be accepted. Buyer is responsible for all return shipping costs.

REFUND: Once we receive your return to our warehouse we will inspect to ensure all parts/accessories are included and it's in new condition. Once approved, we will process your refund back to the original payment method within 3-5 business days less the costs of actual inbound shipping and any applicable restocking fees (see brand specific policies below). Items returned damaged or without all parts/accessories may be refused or refunded at a reduced amount based on actual costs to fix or repair.

Brand Specific Policies

GoPet Products - There is a 40% restocking fee for all returns, additional if we are asked to coordinate return shipping

Hale Pet Doors - There is a 10% restocking fee for standard pet doors. Non-standard (security cover changes), custom sizes, and glass doors will receive a 50% credit towards a future Hale Pet Door purchase. If a door has already been installed it is not eligible for return.

Owens Products - There is 35% restocking fee for all returns plus the cost of return freight shipping. Due to hygiene restrictions, no used crates or assembled DIY boxes can be returned. 

MIM Safe -  For Variocage products, we can only accept return for sizing issues if you have contacted us prior and received our sizing guarantee.  Please measure carefully and call or email us to receive your fit guarantee. For all other MIM product returns a 25% restocking fee will be applied. 

Poly Pet TubsThere is a 30% restocking fee for all returns plus the cost of return freight shipping. Due to hygiene restrictions, no used tubs can be accepted for return. 

TK Products - There is a 30% restocking fee for all returns plus the cost of return freight shipping.

Zinger - There is a 35% restocking fee charged for all returns to Zinger. Due to hygiene restrictions, no used crates can be returned. 

Exchange Policy

Purchases are eligible for exchange within 30 days from the original purchase date and must be in new condition and include all original parts and accessories. It must also be in the original packaging. Due to hygiene restrictions, used dog products are not eligible for return. Buyer is responsible for all return shipping costs as well as any difference in price for the new product.

PROCESS: All exchanges require a Return Merchandise Authorization number (RMA#) before they can be shipped back. Please email us with your name and order number as well as reason for exchange and the new item you want . Do not send your item back to us without an RMA# as these will not be accepted.