We will stand behind our products and want to provide you with complete customer service. If we are able to cancel your order before it is produced and/or shipped, there will be no charge for the cancellation of your order. If the product has been shipped, you will be responsible for all inbound and outbound shipping charges. These charges will be deducted from your refund. A restocking fee applies to all custom order returns unless merchandise was damaged and damage was noted at the time of delivery. Cancellations and returns must be authorized in advance. All items must be inspected upon delivery and if the merchandise arrives damaged, a damage report must be filed/noted with the carrier to obtain a full credit. For more information or to receive a pre authorization for return please contact customerservice@yourpetcarrier.com or call toll free, 1.503.881.6147

Backorder Policy

We do our best to keep you current and informed, however if your order something that is out of stock at the time of your order, we will notify you. You will have the option to cancel that order for a full refund, change your order, or wait until the back order is filled and then shipped out to you, without incurring any further shipping or handling charges.

Shipping Policies

Unless noted by you, our customer, we will ship your purchase by UPS. If you wish to upgrade to a shipping method of your choice we can make arrangements at your bequest, additional fees may be incurred. We estimate delivery based on the most current information from our manufacturers. Items that are in stock, typically take 7 - 10 business days for regular shipping. If you prefer Special Handling Shipping, which is recommended on some items, delivery will take longer, as much as 2 - 4 weeks. Special items that require custom work will usually require 2-8 weeks for delivery. Please notice we do not offer discounts for any delayed shipments, as we can not control the shipping companies.

Damaged Goods Policy

Always inspect the package(s) before signing for your delivery. By signing a delivery sheet, you are acknowledging that the merchandise was delivered to you in good condition and you waive your right to a return/refund based on delivery damage. If damage is not noted upon delivery, your claim may not be fully honored. Please notify us of any damaged deliveries immediately at customerservice@yourpetcarrier.com or call toll free, 1.503.881.6147. Please use your judgement, if the item(s) are severely damaged refuse shipment, if things don't look severe then accept delivery with notations on the acceptance. When ever possible take photos of the damage and email the along with your notification to customerservice@yourpetcarrier.com.