Orders with PO Box addresses will not be processed.
PLEASE REVIEW ALL ORDER DETAILS AT CHECKOUT BEFORE SUBMITTING ORDER:
‘SHIP TO’ ADDRESS
If you choose to check out using Apple Pay, be sure your shipping address is correct in your Apple Pay account before checking out.
All standard orders must be returned within 30 days of the date you received it. It must be returned in the original box and with all the extra pieces that come with it unless you have used the velcro. Please make sure that you carefully insert the flap into the box without folding it or creasing it. Please do not send it back dirty, smell of smoke or have pet hair on it. If it is received with any of these, it will not be refunded. If you product comes to you defective in anyway, you must contact us within 7 days of receipt and send us a photo of the defect. If you purchased your door from eBay, Amazon or Etsy, you must go back to them for all customer service issues or returns.
Please reach out to us at email@example.com.
Customer is responsible for return shipping costs. We do not offer return labels.
**If you return an order without following the above procedure for a ‘return request’, your order may not be eligible for a refund.
Return requests will not be eligible for refunds after 30 days from the date of your purchase. (If your item was purchased as a ‘pre-order’ item, we will extend the return policy to 30 days from date your item was ‘delivered’)
All custom orders are non-refundable.
Unfortunately, we do not offer exchanges. If you decide you do not want the item or size you purchased, you will need to follow the ‘return request’ procedure stated above.
If you feel the product delivered is not the product you ordered, please submit an email, within 7 days of delivery date, to customer support at firstname.lastname@example.org, with the subject line “Order Discrepancy”. Please attach photo(s) of the item(s) you received. Our team will be sure to review your order and send instructions on how to proceed once we receive the photos. If it was an error on our part, we will be sure to send you the corrected item(s) at no cost to you.
Defective Items Received
Please contact us within 7 days of receipt. Please attach photos in your email reply showing the defective area of your product along with a brief description of the defect.
Due to our quick order processing, orders cannot be canceled once they have been submitted.
You may ‘attempt’ to cancel an order within 12 hours of placing the order. Please be aware that if the warehouse has started processing the order for shipping, it cannot be canceled.
To cancel an order before processing, you must send an email immediately after placing your order to customer support at email@example.com, with the subject line “Cancel Order”.
Once an order has been submitted, we are unable to edit that order.
If you need to change a ‘ship to’ address, you must submit notice to customer support immediately after placing the order at firstname.lastname@example.org. If the order has already been processed by the warehouse, the order will be shipped to the address submitted at the time of purchase.
It is the customer’s responsibility to make sure that data entered on an order is correct before submitting order. Pop Up Pet Products is not responsible to replace orders that have incorrect ‘ship to’ or other incorrect information entered by the customer. Orders with incorrect information due to customer error, will not be eligible for refunds if the item was not received by customer placing the order.
Refunds will be processed via the original form of payment from your purchase.
Original shipping and handling costs on an order are not eligible for refund.
Cash on delivery (COD) will not be accepted.
Refunds may take up to 15 business days to process once a return request has been approved.
ALL refunds are subject to a 20% convenience fee.
Should you have any questions or concerns, we are here to help! Please email us at email@example.com. Our office hours are Mon - Fri, 9:00am - 4:00pm PST.
Packages that are ‘Returned To Sender’ with ‘unsuccessful delivery’ due to address submitted by customer, will be subject to a 20% restocking fee for the refund.
Packages that are ‘Refused’ will be subject to a 20% restocking fee on refunds.
Packages that have been returned due to unsuccessful delivery will not have delivery re-attempted.
If your tracking order status shows "Delivered" and you did not receive your order, please do not attempt to make a return or exchange. Instead, you may follow up with the carrier listed on your order status page.
Pop Up Pet Products is not responsible for lost or stolen packages once order has been delivered.