Shipping, Tax, and Return Policies

Accepted Methods of Payment. We accept Paypal, Visa, Mastercard, American Express and Discover.  We also accept Postal Money Orders as a form of payment. Orders purchased with a Postal Money Order will not be processed until we receive the Postal Money Order. To pay with a Postal Money Order place your order online, select Money Order as your payment method. At checkout you will be provided with the name and address for mailing the postal money order.  We will also follow-up with an e-mail indicating where to mail the Postal Money Order.

Shipping Time. Our dog crate pans and accessories are shipped normally within 2 business days.  For larger and custom orders this time might be longer.   

Should we experience any delays due to unexpected out of stock items we will contact you.

Shipping Methods. Merchandise will be shipped using Ground Service where possible. In addition, some items may be shipped directly from the manufacturer to customers.  We add 10% to orders shipped to Alaska and Hawaii which will be listed as Sales Tax during check out.  It is NOT SALES TAX, it is an additional processing fee.

Any products that are shipped FREE GROUND and are later returned MAY have the original GROUND SHIPPING CHARGE reduced from the refund. 

We have the right at any time to contact a customer regarding additional shipping if we find our actual charge can not cover the product being ordered due to rare circumstances.  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 prior to processing your order to determine if you still want us to ship your order.  We add 10% to orders shipped to Alaska and Hawaii which will be listed as Sales Tax when you check out.  It is NOT SALES TAX, it is an additional processing fee.

APO Shipments. We do ship to APO addresses.  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 find out the exact freight price prior to placing your order.  If you do make a purchase without contacting us and the actual freight is higher than the calculated freight price, we will contact you with the actual freight price prior to processing your order to determine if you still want us to ship your order. International customers are responsible for all taxes and tariffs that accompany an international shipment.  We add a 5-10% handling fee (based on location) which is listed as Sales Tax but it is a fee to handle order processing for international orders. It is NOT SALES TAX, it is an additional processing fee. 

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

Sales Tax. At this time there is no Sales Tax charged on orders.

Damaged Shipments. If any cartons are damaged, be sure to note this on the freight bill at time of delivery. If you notice concealed damage after the driver has left or you were not home at 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 manufacture’s defect, email our Customer Service department 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 receive 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 return merchandise must be secured from our return department. You have 30 days from the ship date to notify us of a return. 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 returned.

• All returned items must be in new, resalable condition including all hardware and instructional components and in original packaging (if applicable).
• Partial returns and/or damages will NOT receive a 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 returned with no credit issued at the customers expense.
• Returns for metal crate pans will be the responsibility of the customer unless it is due to an error or issue on our part. 
• Once your return has been inspected please allow 20 days for credit to be applied to the credit card used for purchase.
• If an order has a Shipping charges the shipping is not eligible for refund. 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.
• 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
• Original invoice or receipt

Once a return is authorized by our Return Department 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 loss of returned merchandise. Returns should be insured as we can not be held liable for return merchandise that does not reach our return department or damaged product.

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.