Shipping Time - The time needed to ship merchandise will vary depending on the shipment's location and the particular time of year. Customers should expect a 7-10 day delivery time.

Shipping Methods - We ship UPS Ground unless otherwise indicated or pre-arranged, email Support@PuppyHideOut.com for alternate shipping info and rates.

Tracking Shipments - It is our policy to ship items with tracking numbers to confirm receipt by your customers. If requested alternate shipping method (other then UPS Ground) no tracking number will be provided. Having said that PuppyHideOut.com does not take any responsibility for lost items.

Damaged Shipments - Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier.

Manufacturers Defects - If a product appears to have a manufacture’s defect, all claims must then be directed to the manufacture, contact us for instructions if necessary. Do not return products to us without first contacting us.

Return Merchandise Fee Policy - Any item canceled after shipment will be treated as a return. All returns are subject to a 15% or 25% restocking fee plus shipping fees. All Pet Beds, Dog Houses, Pet Ramps, Booster Bath, Booster Bath Ramps, Pet Gates, Doggie Dooley, Dog Crates, Dog Cages, Dog Pens, Pet Barriers & Pet Strollers are subject to a 25% restocking fee, all other items are subject to a 15% restocking fee.

Return Merchandise Policy - Permission for any return merchandise must be secured from our return department. You have 30 days from the ship date to receive refunds. You must email the refund request to Returns@PuppyHideOut.com (with "RETURN" in the subject field) or call us at (216) 633-9174 and talk with sales representative, at which time the return authorization number (RA#) with return instructions will be sent to you. No packages will be accepted without a Return Authorization Number written clearly on the package. Products being returned must have a RA# issued before returned.

If you received a different product than initially purchased, the item must be returned with the following:
    •    All original contents (product, manuals, instructions, etc).
    •    Original packaging.
    •    Original invoice or receipt.

Return Requests.

1.  All returns requests must be emailed to Returns@PuppyHideOut.com within 30 days of shipment.  
   
2. All returns must have a Return Authorization Number. A return without this number will not be accepted.
3. Items in new resellable condition must be returned in the original unopened packaging and must include everything including manuals and anything else provided my the manufacturer.
4. Items in non new or non resellable condition or items only partially returned (not included all that was shipped) will NOT receive a full refund. Any damages due to ware and tear will receive a Partial or No Credit refund at the discretion of PuppyHideOut.com. 
5. Items that are returned in used condition (pet hair, odor, stains etc.) will either receive a partial refund or none at all.
6. All Return Requests must be emailed to Returns@PuppyHideOut.com with the following information included.
7. Return written in the subject box of the emailIf this procedure is not followed exactly with all the information above included No Return Authorization Number will be issued and No Refund will be given.
       ◦    Name
       ◦    Email Address
       ◦    Order Number
       ◦    Invoice Number
       ◦    Invoice Date
       ◦    Item Number of product(s) being returned
       ◦    Reason for Return
   
8. If the procedure is followed correctly then you will receive your Refund Authorization Number within 5 business days. 
9. PuppyHideOut.com reserves the right to inspect your returned product for 15-30 days before issuing a refund.
10. All refunds are subject to a 15% or 25% restocking fee (See terms in Return Merchandise Policy section above) along with shipping fees . 
    

Once a return is authorized by our return department you should:

1. Return the item to the address given to you by our return department.
   
2. Write the Return Authorization Number clearly on the box or package.
3. Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (USPS) or with a value of over $100.00 should be insured. We can not be held liable for return merchandise that does not reach our return department.
   

We can refund shipping costs only if the return is a result of our error. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors. The limit of our liability is the replacement cost of any item you purchase from us.

Questions - If you have any questions about your return, when your card was credited, etc, please contact our returns department at Returns@PuppyHideOut.com or call us at (216) 633-9174.

Thank you for shopping with us. We hope that we performed to your expectations and hope that you will refer us to your friends and neighbors.

Your comments, suggestions and testimonials are always welcome. Please email them to us at Support@PuppyHideOut.com.