Problem with your Order?
If we made a mistake or missed something on your order, please let us know and we will correct it immediately at no cost to you. Please contact us in writing within 3 days of delivery.
#1 reason for returns? “It’s too big!” This is the reason we have you check the box saying “Yes, I’ve measured my space and it fits.” However, you CAN reduce the size if absolutely necessary. Contact us for information.
Our Return Policy
Returns are accepted within 14 days of receipt. You must first obtain an RMA number (Return Merchandise Authorization Number) prior to sending back the cage. Please contact us in writing with your name and order number and we’ll issue your RMA and email you the instructions and return shipping address.
The products must be:
- ORIGINAL CONDITION, UNUSED, UNASSEMBLED AND ODOR-FREE.*
- NO HAIR, HAY, PERFUMES or any evidence of USE. If the cage was used in any way, it cannot be refunded, so please don't spend the money to ship it back if there was an animal in the cage -- we can tell! Do NOT wipe down the cage with anything except plain water.
You are responsible for the cost of shipping the product back to us (unless it was our issue). Note: Carriers will sometimes over measure the dimensions of the box which increases the shipping cost, so measure it yourself prior to bringing it to the carrier.
Restock Fees & Eligibility
- Minimum 10% restocking fee on all items.**
- Clearance cages, clearance coroplast, and coroplast sheets are not returnable.
- Once received within the 14-day window and determined to be in salable condition, you will be credited the purchase price of the cage--less any shipping charges, discounts, and restock fee--to your original form of payment.
* Attention SMOKERS! We will not refund the purchase of any products smelling of smoke. We have to dispose of it.
** Returned products are not sold as new -- they are reduced for clearance, therefore, we must charge a restocking fee at our discretion (minimum 10%) on returned items. Due to the properties of the materials, it is important they are packaged properly prior to returning to insure we receive the items back in the original condition. Please contact us for specific packing instructions. Failure to package properly will result in damage and may reduce your refund. The restocking fee is determined based on its condition upon return. Thank you for understanding.