Return Policy
Replacement of Damaged or Missing Parts: If the product arrives damaged or with missing parts, we will prioritize sending replacement parts for you to fix the issue. In cases of severe damage, please contact us to arrange for a replacement of the entire product.
Return Window and Coverage: You have 30 days from the delivery date to return any unused and undamaged product in its original condition. If your order has a defect or damage covered under our warranty, we will cover the return shipping cost. Please contact us within 48 hours of delivery in the case of manufacturing defects or shipping damage. Provide photos and videos to assist us in processing your claim quickly and verifying the issue to expedite the return approval process.
Condition of Returned Goods: All returned items must be in their original condition, including being unused, uninstalled, and repacked in their original packaging with all manufacturer labels, tags, and documentation. If the returned item shows damage, missing parts, or signs of use due to customer handling or improper operation that affects resale value, we may not be able to offer a full refund. In such cases, a fee of at least 20% will be deducted.
Return Authorization: Our customer service team will provide you with the return address and a Return Merchandise Authorization (RMA) number. Please note: if you ship the product to an unauthorized address or return it without our approval, no refund will be issued.
Exceptions / Non-Returnable Items: Some types of items cannot be returned, including customized products (e.g., special orders or personalized items), products with custom colors, and items sold as promotions/clearance/discontinued. If you are unsure whether a specific item is eligible for return, please contact us before making your purchase.
How to return?
We aim to simplify the return process for you. Just follow these 3 key steps to return any part of your order, as outlined in our Return Policy.
- Contact Us: Please first contact us and provide your order number along with the reason for the return. Attach photos or videos of the packaging and product damage to help expedite the return approval process.
- Receive Return Authorization: Our customer service team will provide you with the return address and a Return Merchandise Authorization (RMA) number. Ship the product to the specified address and clearly label the package with the RMA number. Before shipping, take photos of the product inside and outside the package as proof that it is in its original condition.
- Refund Processing: Once we receive and inspect the returned product, we will process the refund within 1-3 business days (excluding weekends and holidays). The refund will be issued via the original payment method. After the return is completed, we will send you a confirmation email.
Exchanges
Damaged Products or Missing Parts: If the product arrives damaged or with missing parts, we will prioritize sending you replacement parts. In cases of severe damage, please contact us to arrange an exchange. For exchanges, the product must be returned to us first, and after inspection, we will send you a replacement.
30-Day Exchange Period: You have 30 days from the delivery date to return any unused product. If the order has defects or damage and falls under our warranty, you will not be charged any shipping fees for the exchange. Please contact us within 48 hours of receiving the product, and provide photos and videos of the issue to expedite the approval process.
Return Requirements: All items must be returned in their original condition (unused, uninstalled, and repacked in the original packaging). The product must be clean and undamaged, with no dents, scratches, or scuffs, and must include all original packaging, tags, and documentation. If the product is damaged or shows signs of use due to customer handling, a fee of at least 20% will be charged for the exchange.
Return Authorization: Please contact our customer service team to receive the return address and a Return Merchandise Authorization (RMA) number. Ensure that the product is shipped to the designated address and clearly labeled with the RMA number. If the product is sent to the wrong address or returned without approval, the exchange will not be accepted, and no refund will be issued.
Exceptions/Non-Exchangeable Items: Certain items are not eligible for exchange, including customized products (such as special orders or personalized items), products with custom colors, and products on promotion, clearance, or discontinued. If you have any doubts about the eligibility of a specific item for exchange, please contact us before making a purchase.
Exchange Process:
- Contact Us: Provide your order number, state the reason for the exchange, and send us photos of the damaged packaging or product to expedite the approval process.
- Receive Exchange Authorization: Our customer service team will provide you with the exchange address and a Return Merchandise Authorization (RMA) number.
- Return the Product: Send the product back to the designated address and clearly mark the RMA number on the outside of the package. Before shipping, please take photos of the inside and outside of the package to confirm that the product is in its original condition.
- Processing and Shipment: Once we receive and inspect the returned product, we will ship out the replacement within 1-3 business days (excluding weekends and holidays). After the product is shipped, we will send you an email with the tracking number and delivery progress updates.
Refunds
For returned items, we will inspect the product within 1-3 business days after receiving it to confirm whether there is any damage. If the product is found to be undamaged and unused, we will issue a refund once the inspection is complete. The refund will be credited back to your original payment method, and it may take up to 7 business days to process depending on your bank or credit card company.
Partial Refunds or No Refunds:
If the returned product is damaged or has been used, we will not be able to offer a full refund. The refund amount will be appropriately reduced based on the extent of the damage.
Refunds can only be issued after we receive the returned product. If we do not receive the product due to reasons such as the customer refusing to return it or the package being mishandled or damaged during the return process (e.g., due to refusal of delivery), we will not be able to provide a refund.
Order Cancellation
- Non-Customized Items: Orders for non-customized items can be canceled for free within 24 hours after placing the order. After that, as long as the item has not been shipped, the order can still be canceled. However, if the item has already been shipped, the order cannot be canceled.
- Customized Items: If you need to cancel an order for a customized item, please do so within 48 hours. After this time period, cancellation requests will no longer be accepted.
Orders Not Eligible for Cancellation, Return, or Refund:
The following types of orders are not eligible for cancellation, return, or refund:
- Items marked as "Custom Invoice," "Custom," or "Final Sale." This includes, but is not limited to, discounted items, clearance items, or items sold during special promotions.
- Special Purchase Orders: This applies to items such as stock sales, discontinued products, and items purchased through custom quotes.
30-Day Warranty Policy
Our products come with a 30-day warranty starting from the date of purchase. Below are the details of the warranty policy and process:
Warranty Coverage:
- During the Warranty Period: If a product failure occurs due to material or workmanship issues within the warranty period, we will send you replacement parts for self-installation. These replacement services will not incur any part or shipping fees.
Situations Not Covered Under Warranty:
- Damages caused by human error, misuse, accidents, dog bites, or unauthorized repairs.
- Normal wear and tear, such as minor scratches, dents, fading, or paint issues.
- Cosmetic damages, such as scratches, dents, stains, and dings.
- Consumables, unless the damage is due to material or workmanship defects.
- Damages caused by accidents, abuse, misuse, water damage, fires, or other force majeure events.
- Damages resulting from modifications to the original design or function of the crate.
- This warranty applies only to the original purchaser and is non-transferable. An order number is required to activate warranty services.
Warranty Service Process:
- Contact Customer Service: Provide your order number, crate model, and a description of the issue, along with photos to help us quickly identify the problem.
- Initial Troubleshooting: Our customer service team will guide you through initial troubleshooting steps.
- Parts Replacement or Repair: If parts are damaged or missing, we will prioritize sending replacements. If factory repair or product replacement is required, our customer service team will provide detailed instructions and the return address.
Limitation of Liability:
The warranty and remedies described herein are the sole and exclusive options, replacing all other express, implied, or statutory warranties, including any warranty of merchantability or fitness for a particular purpose.
In no event shall our liability exceed the purchase price of the product. The company reserves the right of final interpretation.
FAQs
How do I initiate a return?
To initiate a return, please contact our customer service team with your order number and reason for the return. Be sure to include photos or videos if the item is damaged. Our team will provide you with the return address and a Return Merchandise Authorization (RMA) number.
Can I return an item after 30 days?
Returns after 30 days are generally not accepted. If the product is damaged or has any issues, please contact us promptly after receiving the item.
Do I have to pay for return shipping?
If the return is due to a defect or damage covered under our warranty, we will cover the return shipping costs. Otherwise, customers are responsible for the return shipping fees.
Can I return an item that has been opened?
Opened items may be eligible for return as long as they are unused and in their original condition. Please contact us to discuss your specific situation.
What if I received the wrong item?
If you received an incorrect item, please contact us immediately. We will arrange for the correct item to be sent and provide instructions for returning the incorrect one.
How long does it take to receive my refund?
Refunds are processed within 3 business days after we receive and inspect the returned item. You will receive an email notification once the refund is processed. It may take up to 7 business days to appear in your account, depending on your bank.
Can I receive a refund to a different payment method?
Refunds are processed back to the original payment method used at the time of purchase. We cannot issue refunds to a different payment method.
What if my item arrives damaged or defective?
If your item arrives damaged or defective, please contact us within 48 hours of delivery and include photos of the damage. Depending on the extent of the damage, we will either send replacement parts, offer a refund, or resend the product. Please reach out to us to discuss the best solution.
Can I get a refund if I refuse the delivery?
If you refuse delivery without prior approval, return shipping fees may be deducted from your refund. If the refusal is due to damage or an incorrect item, please contact us immediately so we can assist you appropriately.
Can I receive a refund if the price drops after I purchase an item?
Yes, we offer a 30-day price protection service. If the price drops within 30 days of your purchase, please contact us, and we will refund the difference.
Contact Us
If you have any questions, concerns, or suggestions regarding your order or our website, please feel free to contact us. We will respond to you within 24 hours and provide the necessary assistance.
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