You guys had amazing customer service and response time. It really mattered to me that I could pick up the phone and immediately talk to someone at the company.
I received the dog house yesterday and Roxy loves it! Not only were your prices the best, but you also had free shipping! I'll definitely be buying from you again and will recommend you to my friends.
We take great pride in our customer service, and it all starts with our reliable shipping and delivery process for our dog houses and pet accessories. If you provide us with an e-mail upon ordering, we will notify you as soon as your product(s) ship, and will also provide tracking numbers when available. Please note that all shipping quotes on our website are flat rate shipping quotes for only the continental United States. Please call 1-800-380-6312 for shipping quotes outside the continental United States. All free shipping offers or discounted shipping offers also only apply to delivery within the continental United States.
Dog Houses and other items are shipped via UPS, FEDEX, DHL, or USPS whenever possible. If you have doubts regarding truck accessibility due to hills, long driveways, narrow or curving streets, or location, please call us prior to placing your order.
Generally, you can expect to receive your product 1-3 weeks after placing your order. We require signatures for all deliveries, so if you see a note from the delivery company saying that no one was present, please make sure to call the delivery company and try to plan a time when someone will be present. If you receive multiple notices, you may have to call and schedule to pick up the package from the delivery company before they send it back to our warehouse. If the product is returned to us because no one was able to sign, schedule delivery, or pick up the package, you will be responsible for additional shipping charges to resend the item.
The most important thing to remember is that you must INSPECT THE PACKAGE carefully at the time of delivery. If the box has any damage or if there is any reason for you to be concerned at all about damage in transit, please write "PRODUCT DAMAGED" clearly on the sheet that they ask you to sign and call us immediately. Alternatively, if you think the damage is more severe, simply REFUSE DELIVERY and we'll ship you another one immediately. This insures that if there is any damage, it will be easy to take care of the problem. If there is concealed damage upon opening your shipment, you must call us within two days of the receipt of delivery. We will either replace the damaged parts or have a new product delivered to you at no expense. Any requests for concealed damage after the first two days of receipt of delivery will be taken, but charges may be incurred. The delivery person is not responsible for assembly of your product.
International Orders
We do ship many products internationally, but you must call us at 1-800-380-6312 for a custom shipping quote. None of our shipping quotes, shipping discounts, or free shipping apply to international orders. The customer is responsible for assuring that the product can be lawfully imported to the destination country. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment is responsible for such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. If the customer refuses to pay their customs duties and fees, the item(s) will be shipped back to the United States at their expense. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Cancellation Policy
If you wish to cancel your order after we begin production, a 25% restocking fee will be deducted from the total amount of your refund. If you wish to cancel your order after shipping, the customer must return all products at their own expense. A 25% restocking fee, and all shipping charges will be deducted from the total amount of your refund. All free shipping offers are void for canceled or returned orders and customer will be responsible for all shipping and handling charges.
Industry-Leading Return Policy 
