General Returns and Exchanges
Our aim is to make your online shopping experience as easy as possible. If you are not completely satisfied with an item you have purchased at Dog Supply Network, we are happy to exchange your item or give you a refund, excluding our shipping costs.*
*Subject to the following “Conditions” below.
All returned items and products must be in new, unassembled and unmodified condition, with all instructions and documentation and in the original manufacturer’s packaging, attached tags, etc; otherwise, additional charges may be applied. In some cases where the item does not meet the above criteria, we may be unable to accept the return or exchange.
Some items and products cannot be returned such as customized merchandize, sale items and gift cards and certificates.
Custom made wooden dog crates may not be returned if the crate has been damaged by consumer or if you selected a custom stain or size (other than those offered on website). The wooden dog crate must be in new, unassembled and resaleable condition with its original packaging and padding. We recommend purchasing insurance when shipping back a crate as we are not responsible for damage during the shipping process.
Dog clothing must be new and unused, with original tags still attached. The item must not have been worn, washed or laundered.
Dog beds, dog mats, crates or any gear you purchase from Dog Supply Network cannot be dirty or show any sign of use (including smells, stains, tears, have dog hair on it, show damage, etc.) or have been laundered or washed. Any supplies which show any sign of use cannot be returned, refunded or exchanged.
If a product is defective, or if you are unsatisfied with your product for any reason (incorrect sizing, etc) you may return or exchange items and products within thirty (30) days of receipt.
If we send you the incorrect item, or if an item arrives in a damaged condition (damage in transit) you have five (5) days from the date of receipt to notify us and request an exchange or a refund. If there is slight damage to your package at the time of receipt, please note this on the receipt by marking “Slight Damage” on the package when you sign for it. You may refuse delivery of the package if it appears to be significantly damaged. The carrier will return the damaged package to us and we will send a new one.
FOR CLASSIC PET BED CRATES ONLY you are allowed a 24 hour "buyer's remorse" period. To return a Classic Pet Bed crate for this reason, you must notify us within 24 hours of your intent to return the crate. Return shipping costs (with recommended insurance) are your responsibility. The crate must be received by the manufacturer no later than 7 business days from the date the RMA is issued or a 10% restocking fee will be applied.
If you’ve signed for and accepted a package, but later find its missing parts or the item is damaged, please let us know immediately so we can replace the parts or item free of charge. Timing is important as many shippers give us a limited window of time to file damage claims (typically 48 hours).
How to Return or Exchange an item:
Call 855-266-5667 begin_of_the_skype_highlighting 855-266-5667 end_of_the_skype_highlighting to obtain an RA# prior to returning your package. Write the RA# on the original sales receipt (and include this in your package) and also write the RA# on the outside of your package. No returns or exchanges will be accepted without this number.
Returns may be sent directly to the manufacturer, so calling for your RA# ensures you mail your package to the correct location.
Fees and Shipping Costs:
If we made an error on your order and sent you the wrong item, or if the item is damaged in transit, we will cover the shipping costs involved with the return.
Under any other circumstances, all shipping costs are non-refundable. If you purchased an item offering free shipping, and you choose to return the item, we will deduct our actual outbound shipping costs from your return refund.
A 15% restocking fee will be deducted from your refund on any return or exchange, unless the item was damaged in transit or there was an error on our part in the order or shipping.
You cannot cancel an order if it has already been processed or shipped. If you refuse an order, we will apply our standard return policy and roundtrip shipping costs will be deducted from your refund.
The customer is responsible for shipping any return or exchange item back to the manufacturer. We are unable to accept, and will refuse any returns or exchanges sent COD. However, if a return or exchange is due to our error (we sent you an incorrect or defective item), your shipping costs will be refunded.
We are not responsible for return packages that are lost or damaged by the return shipping company. These items remain your (the customer’s) property, and you will be charged the shipping costs to return these items to you. For these reasons, please send your package via UPS, Fedex or a mail service which offers a shipping receipt and tracking number. For proof of return delivery, please hold onto your shipping receipt and tracking number.
Refund Time Frame:
It can take us up to four (4) weeks to process a return order. If you don’t receive your refund within that time period, please call us and we will check on the status.