Read Our Terms, Conditions, and Shipping Policies

Policies
Accepted Methods of Payment. We accept PayPal, Visa, Mastercard, American Express, and Discover.

Shipping Time. The time needed to ship merchandise will vary depending on the shipping location, the product ordered, and the time of year. Our goal is to ship your order within 2-3 business days of ordering. Please see product details for any exceptions.

We have the right to contact a customer regarding additional shipping if we find our actual shipping charges are above the amount calculated at order processing. Customers will have the option to cancel their order should this occur.

Alaska and Hawaii Shipments. We do ship to Alaska and Hawaii. If you do make a purchase and the freight calculated is lower than the actual freight price, we will contact you with the actual freight price before processing your order to determine if you still want us to ship your order. We add 10% to orders shipped to Alaska and Hawaii.

APO Shipments. We do ship to APO addresses, and all APO customers must contact us to receive a quote for shipping. We require the product number(s) purchasing and the address where the product will be shipped.

International Shipments. Most products can be shipped to Canada. It is best that you contact us to determine the freight price before placing your order. If you purchase without getting us, we will contact you with the actual freight price before processing your order to determine if you still want us to ship your order. International customers are responsible for all taxes and tariffs accompanying an international shipment, and we add a handling fee to cover order processing documents for international orders.

All other customers must contact us to determine if we can ship to your international destination.

Damaged Shipments. If any cartons are damaged, be sure to note this on the freight bill at delivery time. If you notice concealed damage after the driver has left, or you were not home at the time of delivery, keep all the packaging and products as delivered and contact us immediately regarding the damage to your delivered order.

Manufacturers Defects. If a product appears to have a manufacturer’s defect, email us for instructions. Do not return products to us without first contacting us to receive instructions. If an item is to be returned to us due to manufactures defect, you must first obtain a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.

Return Merchandise Policy. Permission for any returned merchandise must be secured before shipping the return. You have 30 days to notify us of a return from the ship date. You must email the return request to support@doglounges.com (with "RETURN" in the subject field), at which time the return authorization number (RA#) with return instructions will be emailed 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 being returned.

  • All returned items must be in new, resalable condition, including all hardware and instructional components, and in the original packaging (if applicable).
  • Partial returns and/or damages will NOT receive full credit. Items damaged through "wear and tear" or due to return shipping damage will receive PARTIAL or NO CREDIT.
  • If the item returned is NOT free of pet hair, debris, and/or odor, missing items, and damaged, or dirty items are not eligible for a refund.
  • Any returned item deemed not to fall within the preceding criteria can be replaced with no credit issued at the customer's expense.
  • Once your return has been inspected, please allow 20 days for a credit to be applied to the credit card used for purchase.
  • Shipping charges are not eligible for refund unless the return results from our error. The customer will be refunded the original price paid for the product, NOT shipping charges.
  • Returns without pre-authorization are subject to a 25% restocking fee.
  • Items are subject to a 10-15% restocking fee.
  • Any product that is shipped FREE GROUND and later returned will have the original GROUND SHIPPING CHARGE reduced from the refund.
  • Custom Orders such as custom metal pans, special orders, and modifications or value-added service products are not returnable.

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
  • The original invoice or receipt

Once our Return Department authorizes a return, you should:

  1. Return the item to the address given to you by our Returns 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 lost returned merchandise. Returns should be insured as we can not be held liable for returning merchandise that does not reach our return department or damaged product.

We can refund shipping costs only if the return results from 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 liable 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.