Order status
To check the status of your order, please call us toll free at 1-866-934-8333 or email us at info@dogcondo.ca. Orders lost in shipping or shipped in error will be replaced at no cost. If you receive an incorrect item, you may return it to us at our expense but you must contact us for return authorization and instructions.
Out of Stock / Backorder Policy
Dog Condo Inc. strives to ensure our site is up to date and an adequate inventory maintained at all times. However, occasionally we may sell more of an item during a day than is available for shipment. In the unlikely event this occurs, we will contact you immediately to advise you of the situation. You may choose to wait for the product, accept and alternative product, or cancel your order and get a full refund without penalty. If you decide to wait for a product on backorder, we will keep you informed regularly on the progress of your order.
Order Cancellation
All orders are processed upon receipt. An order may only be cancelled if it has not yet shipped from our warehouse. If your order has already shipped, please refer to our standard return policy below.
Returns and Exchanges
Before you assemble your new kennel, be sure to lay out all of the parts, and make sure that the kennel will be large enough for your pet. If you realize that another size would be better suited to your pet, please do not assemble your kennel. Call us immediately (within 7 days of receipt of your order) to arrange for an exchange. You will be responsible for the cost to ship the item back to our warehouse AND for the cost for us to ship a replacement.
All returns and exchanges must be authorized in advance by our staff. Returns and exchanges without a valid return authorization number may be refused by our receiving department, or subject to an additional processing fee. To obtain a return authorization number, please call us toll free at 1-866-934-8333 or email us at info@dogcondo.ca.
A 20% restocking fee will be charged for all returned/refused items. You will also be responsible for the original cost to us of shipping the product to you, AND the cost to return it.
If you are not completely satisfied with your purchase, we will gladly provide a refund or provide you with a credit towards other merchandise. You must request the return within 30 days of your original order, or within 7 days of the arrival of your shipment, whichever comes first. Products that have been assembled cannot be returned, however, the manufacturer will replace any defective part under its warranty. We would be pleased to assist you in getting your kennel operating to your full satisfaction. For technical assistance, please call us at 1-866-934-8333, email us at info@dogcondo.ca, or contact the manufacturer at 1-800-955-2879.
Refunds will only be issued for returns packaged in the original packaging, un-opened, un-used, un-assembled and with all original documentation. Returns must be addressed in accordance with the instructions provided by our staff, and include the return authorization number. Please note that you are responsible for shipping costs to return the product to us. We recommend that all packages shipped to us be insured. We are not responsible for product lost or damaged while in shipment while being returned to us for any reason. All returns must be received at our warehouse no more than 30 days from the date the return authorization was issued. Packages arriving more than 30 days after the date of issuance of the return authorization number may be subject to an additional restocking fee of 20% or refused. Refunds will be shown as a credit against the credit card to which the original order was charged. Please allow 7-10 days for refund processing after arrival of the goods at our warehouse.
Shipping Damage
Any part damaged during shipment will be replaced immediately at our cost by regular ground transportation. We may request that you provide a digital picture or other evidence of the damage to facilitate a claim with our shipping insurance provider.
Questions
If you have any questions about our return/exchange policies, please call us toll free at 1-866-934-8333 or email us at info@dogcondo.ca before placing your order.
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