Shipping Policy

Shipping Address
An actual street address is required for your order to be shipped. We cannot ship to: P.O. boxes, APO, or FPO addresses.

How soon can my order be shipped?
Every effort is made to ship orders as quickly as possible. Under normal circumstances, orders usually ship within 24 to 72 (Monday thru Friday,) after we’ve received your payment. Payments arriving after 8 PM PST are processed the next day, and will likely be shipped the following business day. We do not ship on Saturday, Sunday or most holidays.

Will I receive a tracking number?
Tracking numbers are usually posted within 48 hours (Monday thru Friday,) after your order ships.

When can I expect to receive my order?
Delivery time is usually 1 to 7 days. All orders are shipped via UPS and ship by UPS Ground every day, Monday through Friday. Delivery times are determined by UPS, and depend upon your location, the weather, and carrier efficiency. UPS does not deliver ground shipments on weekends or on holidays.

Do you ship outside of the United States?
No. We do not ship outside of the United States. Customs regulations and shipping restrictions make it too expensive for both the customer, and for us.

May I pick up my order and save the shipping charges?
No. We are an internet only business and are not set up for pick up orders. We only ship orders.

Can Items Be Combined for Shipping to Save Money?
Most of the items we sell come in boxes from the manufacturer and ready to be shipped. Most of the products that we sell are metal and therefore are large and heavy and cannot be shipped together in one package.
However, we’re happy to combine shipping when possible, for beds, if they are of the same size.  This is automatically calculated into the shipping and handling fees.
Crates, pens, and cages are ALWAYS boxed and shipped individually.
All orders are insured with UPS, against shipping damage. Please open your package within a few days of receiving it. Should there be a problem with shipping damage, this enables us to clear things up quickly. If you report damage after several weeks, we may not be able to file a claim.
 

  RETURN POLICY

We hope that you will be pleased with your order, but when you receive it, if you find that it wasn’t quite what you want; you are welcome to return it.
New, unused, undamaged items may be returned within 15 days after the item was delivered, for a refund of the original purchase price of the item. (Shipping and handling fees not included.) We are only able to receive returns shipped back via UPS. Refunds will be made to your original source of funding. (Paypal)
Before returning an order, email us at service@puppydogcrates.com, to request a return authorization number and return address, so that we will be able to process your refund in a most efficient manner.

A 20% restocking fee will be charged for any item returned without a return authorization number, on refused pacakges and on any package deemed undeliverable by UPS.

To return an order:

1. Carefully repack the product in the box it was shipped in, along with all parts and papers (assembly instructions, warranty, etc.,) that came in the box with the product. Reseal box securely.

2. Carefully repack the product in the box it was shipped in, along with all parts and papers (assembly instructions, warranty, etc.,) that came in the box with the product. Reseal box securely.
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.

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 both the original shipping charge and standard UPS Ground Shipping charges for the return shipping cost to return it to us.

EXCHANGES

Although we cannot do direct exchanges, you can return the item for a refund as long as you follow the above return policy. When you receive your refund, you can order a different item, if desired.


DAMAGED PACKAGES

If your order arrives in a damaged package, please do NOT refuse the package. Please open the package and attempt to assemble the product; then email us at service@puppydogcrates.com and describe the damage to us. Occasionally, we may need a picture to understand what you are describing. There is no need to return an item damaged during shipping. All orders are insured and we’ll file a UPS claim and upon approval, will ship you a replacement. It’s preferred that you don’t file the claim yourself, as this usually will delay the replacement process. Please hold onto all broken parts and to the box your order came in; occasionally, UPS will wish to inspect them.


MISSING PARTS/WRONG ITEM

It is extremely rare that parts will be missing, but if you should receive an order with something missing, please email us at service@puppydogcrates.com and we will contact the manufacturer on your behalf, or if you prefer, you can call the number listed on your warranty for direct access to the manufacturer. Likewise, it is unlikely that you will receive the wrong item. However, if you do, please contact us with the UPC code from the box.

Currently there are no questions and answers

Privacy

     We are commited to protecting your privacy.  We do not distribute your personal information to outside parties.

Email Notice

Email is not usually a secure type of communication.  It could be intercepted as it travels across the internet.  Therefore, it is very important that you DO NOT send credit card numbers or other information that can be compromised via email.