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CUSTOMER SERVICE EXCELLENCE
We proudly stand behind our products and are dedicated to providing excellent customer service. We want your continued trust and to earn your referrals to family and friends. Thank you for your patronage and visit us often, as we will be constantly adding new products. Call us we are here to help (800) 450-0855.
30 DAY SATISFACTION GUARANTEE
EXCLUDING: Sale and Clearance items
Your satisfaction is our greatest concern and we want you to be 100% happy with all your purchases from dogncatz. If for any reason you are unhappy with your purchase, return it for a refund. Our easy return policy allows a very generous time period to evaluate our products and makes it easier for a pleasant shopping experience. A precedence we hope that will set a new standard for all on-line retailers showing confidence in the quality of products offered and the dedication to excellent customer service.
SALE AND CLEARANCE ITEMS ARE NOT RETURNABLE
INFLATABLE PRODUCT RETURNS MUST BE RECEIVED "UNOPENED" FOR A REFUND
RETURN CONDITIONS
We are not able to return merchandise that we have not received within a 30 day period from purchase date.
Items must be in saleable condition and free from any damage (including boxes, packaging foam, tissue, tags, inserts, bag, etc.). All containers, boxes, packaging must be undamaged and those items with tags or labeling must remain attached for return to be accepted.
Inserts that accompany the item need to remain with the product return as originally shipped.
PACKAGING UP YOUR RETURN
We carefully package your outgoing shipment and require that returns are handled similarly. Please protect your return products by packaging them in the appropriate box to prevent shipping damage.
Do not send returns in any type of shipping envelope (including bubble wrap envelope) as they will be refused and returned to sender.
All product received with damage to the product due to improper packaging will be refused or returned with a shipping/handling charge to your account.
ITEMS NOT RETURNABLE
Any item that has been sealed can not be returned if the seal has been broken or is not in original factory condition. Items that have been wrapped and boxed must remain in their original packaging condition (inside and out). Items can not be returned if worn, washed or used. All wearables or items that require sterilization and/or hygiene conditions can not be returned if opened or used due to health reasons.
Products may not be returned if used as safety constraining or a harness system of any sort that involves securing an object for safety reasons.
CREDITING BACK YOUR MONEY
A refund will be issued upon receipt of the returned merchandise and credited according to the original payment method. If returning items that gained a quantity discount when originally purchased, the return amount may effect original purchase total and thereby incur additional charges at the non-discount prices.
RETURN PROCEDURE
Follow the quick steps below and your credit refund will be processed. Be sure to retain your returns shipping receipt as proof of the return in case you need shipment tracking from your delivery service if it is misdirected or lost. We can not be responsible for lost or damaged items being returned to us. Items being returned must be free from damage and in saleable condition. Any items that do not meet the requirements will be returned with a charge to your credit card for shipping or Returned to Sender.
UNACCEPTABLE RETURNS
Not meeting requirements, COD shipments, Missing Return Authorization Number
DROP SHIP ITEMS
After contacting us for instructions and assistance on items such as most furniture, strollers and other products if listed as shipped from another manufacturer as a "drop ship" item must be returned directly to the corresponding manufacturer.
CANCELLED OR DELIVERY NOT ACCEPTED BY THE CUSTOMER
Delivery not accepted by the customer or cancelled after shipment from our warehouse is subject to a restocking and administrative fee of 15% + the original shipping charge will not be refunded.
DAMAGED GOODS
All product or packaging damage must be reported to Customer Service within 3 business days from "delivery date". We can not be responsible for lost or damaged items being returned to us due to shipping damage or defects past this date. It is highly recommended that insurance is purchased when returning merchandise to us. All product packages will be returned to sender that are damaged from shipping unless called within the time requirements. You should retain all packaging and materials for placing the claim with the shipping company. USPS insurance will cover this type of loss. Items being returned must be free from damage and in saleable condition. Sale, Clearance and MegaPaks are non-returnable.
MISSING ITEMS FROM ORDER
We have a strict Quality Control Procedure involving 3 separate check points to ensure you receive your package quick, accurate and undamaged. If you are missing an item, our system requires you to contact Customer Service within 48 hrs from "delivery date". We document and keep on file all packaged orders with shipping weight and packing list to verify correct shipment of items ordered.
ORDER ERROR
Contact Customer Service and if we determine there was an error on our part, a representative will indicate the shipping method required for reimbursing your shipping cost and issue an authorization number for the return ensuring you get credit. Without this authorization number shipments that do not get returned back to us by the correct shipping method will not receive reimbursement of their cost. We will never authorize, reimburse and accept delivery of any Express, Priority or Overnight services including any other premium expedited service to include 2 or 3 day services.
SHIPPING ADDRESS ERROR
If you place an order and it is determined that the address you have provided has been changed/corrected, directly by UPS in order to deliver your package, we receive a $5 charge which we will have to charge your card. We are not penalizing you but rather UPS charges for correcting the shipping address errors that are non-deliverable otherwise.
RETURN REQUIREMENTS IS EASY
Contact Customer Service for Return Authorization Number (RAN) by email EMAIL: returns@dogncatz.com or phone (800) 450-0855.
Provide: Order #, Order Date, Name, Phone, Item Description, and Reason. Comply with all Return Requirements, package items carefully protecting them from shipping damage.
RETURN ADDRESSES
(USPS) UNITED STATES POSTAL SERVICE RETURN ADDRESS
dogncatz
Returns Department
P.O. Box 557
Issaquah, WA 98027
(UPS) UNITED PARCEL SERVICE OR FEDEX RETURN ADDRESS
Contact customer service at 800.450.855 or EMAIL: returns@dogncatz.com for a physical address as UPS will not deliver to a PO Box.
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