Returns

Return Policy:

Shopping online should come with the reassurance that you are receiving a quality product, one that provides the perfect combination of style and quality. With our 30-Day Return Policy, you should feel confident in purchasing with Prestige Pet Products, as we are committed to providing 100% customer satisfaction.

Are you unsatisfied with the products you've ordered? We are here to assist you.

If, for any reason, you are discontent with your purchase, We will gladly accept returns within 30 days of Your receipt of item(s). It is important to note that shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.  Return shipping charges are paid by customer. Returns shipped COD will be refused & fees incurred by the customer. Return shipping labels are not provided.

Restocking Fees:

If you no longer desire your item, may have located a better price, perhaps you accidentally ordered or left an unintentional item in your cart, or the item simply does not meet your expectations you are welcome to return the order within 30 days and your order is subject to a 20% restocking fee which will be deducted from your refund.

If the returns department receives the item damaged or materially different than how the item(s) was originally shipped a 50% restocking fee will be applied.

Please note, custom or special request orders are not returnable. 

Non-returnable items:

  • Used furniture by cats 
  • Altered cat furniture

 

Note: we cannot accept returns after 30 days.

Procedure for Returning an Item or Order:

Contact our Customer Service Department  via phone at 623-582-3677

We will then:

- initiate the return process

- send you an email that includes the shipping return label/link to print.

Once you receive the return shipping label

- Wrap the item(s) carefully in its original condition and packaging, as all return products MUST be undamaged and in their original packaging.
- To properly assist you during the return process, please save the tracking info provided to you and email that information to us. This will better assist us in tracking any issues that might occur during transit.

-Drop off item at a local UPS store with the return label provided on the package. 

Refunds

The refund (less shipping and restocking fees) will be applied to your account once the return is processed in one of our warehouses. Please note that the return process involves several stages, so please be patient in awaiting your refund.  Generally following the date of arrival at our warehouse, this process is approximately 7 to 10 business days to receive return, inspect, re-stock, issue credit to original form of payment, and for credit/debit card payments for your banking institution to post the refund to your account (in certain instances additional stages are required).

If Your Order Arrives Damaged:

In the unfortunate instance that your product arrives damaged, contact our Customer Service Department within 48 hours of receipt of the order for replacement parts or for a full replacement product. Damage replacements or damage replacement parts are provided with no additional cost to our customers.  Damaged orders receive replacements parts or full replacements.  Requests for full or partial credits are not available.

In most cases, we may require you to take digital images (photos) of damages. Please keep the damaged items along with original packaging as we may want it back to send the replacement.

Please note that it is not recommended to refuse an order that has been shipped to you via UPS or FedEx due to extensive packaging damage. Often the packaging can take the brunt of the damage, and the product inside could still be in proper condition.  When signing for the package, please indicate if your item is damaged by writing "Package Damaged" on any acceptance forms while the delivery drivers are still at your home or location.

Orders returned without delivery:

If an order is returned as undeliverable due to incorrect shipping address or non-availability of recipient to accept delivery (in cases where we require signature confirmation) or due to refusal to accept shipment, it shall be considered as a return and our standard Return Policy is applicable on such orders. In addition to the restocking fees, the actual Shipping & Handling charges for outbound and return shipping are chargeable to your account.

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