Puppy Stairs^® 100% Satisfaction Guarantee for 30 Days

Your satisfaction is extremely important to us. We work with our vendor partners to guarantee the quality of our products and we want you to be completely satisfied with your order.

If for any reason you are not completely satisfied with your purchase from Puppy Stairs, we will be happy to facilitate a Return or Exchange, with a full refund if you contact us within 30 days of your purchase.

In order to make Returns and Exchanges as simple as possible, our policies and guidelines are outlined below. Please read them thoroughly to ensure that you receive the proper repayment or merchandise in the timeliest manner.

Returns

Items must be returned in new (unused, untested, and resalable) condition, in the original manufacturer packaging, with all accessories and literature included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.

Items that have been used by the customer or items that have been damaged by use cannot be returned to us. For items damaged by shipping, please see below under Exchanges or Returns Due To Shipping Damage. Please note that we do not accept COD shipments on Returns.

Restocking fees on returns

There is no restocking fee for returns of unopened, unused, and untested items returned within 30 days. The item must be in sellable, new condition. Please keep in mind that restrictions apply (see Return Policy Exceptions for more details). We reserve the right to refuse to issue credit for any item that has been used, misused or damaged. We also reserve the right to charge a restocking fee of up to 15% on returns of opened products. Unused and undamaged items that have been removed from plastic blister packaging will automatically incur a 15% restocking fee.

Exchanges

If you are not fully satisfied with a specific item, we will happily exchange it for another of the same item. Please return the item to us within 30 days of purchase and you will not be charged restocking fees, provided the item is in new (unopened, unused, untested and resalable) condition and it does not fall into our Return Policy Exceptions category.

If an item is defective, it can be returned for an exchange within 30 days of purchase.

Please be sure to follow the simple steps outlined in Packing and Mailing Instructions to guarantee the best service possible on your return. Please note that we do not accept COD shipments on Exchanges.

Exchanges or returns due to shipping damage

Items that have been damaged during shipping can be returned or exchanged, but proof must be given to indicate shipping damage (photos of damaged box, etc.). Puppy Stairs must be contacted within 10 days of receipt of item to qualify for an exchange or refund. 

Refunds

To qualify for a full refund, items must be returned in new (unused, untested, and resalable) condition, in the original manufacturer packaging, with all accessories and literature included. If our steps are not followed, a refund will be issued in accordance with the condition of the returned merchandise and the value of any missing items. Refunds are not issued before the merchandise has been received, evaluated and processed by our Returns Team. Shipping charges on returns are not refundable, including but not limited to domestic Ground, Express or International shipping. Please note that we do not accept COD shipments on Returns or Exchanges.

Packing and mailing instructions for returns or exchanges

To return or exchange an item, please follow these simple steps: 

Pack the item securely using as much of the original packing material that was left. Please include a copy of the original packing invoice. Please use carriers that offer delivery notification such as UPS, USPS, DHL or FedEx. Using one of these carriers will make shipment tracking possible. Please be sure to insure the package for full value of the merchandise. The merchandise is still your property until it reaches us and we are not responsible for any shipping damages while in transit.

Shipping charges are not refundable. We do not accept COD shipments on Returns or Exchanges.

Please note that we are not responsible for lost or stolen returned merchandise before it reaches us and it signed for by one of our Team Members. You will get an email notification or phone call when the return has been processed.

All returns are processed within 10 business days of the receipt of returned merchandise. Refunds, when applicable, will be issued as soon a possible, no more than 10 business days. Credit card companies vary in their processes of posting credits back to your account.

Return Policy Exceptions

We are unable to accept returns or exchanges on the following items:

1) Closeout Sale merchandise

2) Opened food

3) Any international order

Please contact us at (866)767-4551 should you have further questions. Puppy Stairs appreciates your business, and we will do everything possible to make shopping with us a pleasant experience.