Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
USED CRATES "CANNOT" BE RETURNED
Restocking Fee
Returns will not be processed without a RA# and will be accessed a 20% restocking fee
Return Eligible
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@bonetiredpup.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@bontiredpup.com.
You may cancel an order at any time, prior to the package shipping, without incurring any charges. Custom orders may be cancelled at any time, before a project commences. If your order has already shipped, and you still wish to cancel, you will be responsible for any shipping charges that are incurred. We can provide you with a competitive quote, shipping labels and a pickup request to make the return as seamless as possible.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. To assist us in this evaluation we would ask that you immediately take pictures of the damaged item(s) as soon as you identify them and email the pictures, as this will help to expedite this process.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Where you have ordered the wrong product and want to exchange it for another there will be no restocking charge. If you receive your order and realize you may have made a mistake in your selection, please contact our service department. While you will be responsible for the shipping cost to get the package back to us, we will not charge any restocking fee.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.