We accept cancellations for any and all orders with a full refund prior to a shipment being delivered to the door of a customer OR prior to us being able to redirect the shipment back to us. In other words, if you decide to cancel your order once it has shipped and the product is still enroute, we will accept the cancellation and issue a full refund as long as we are able to redirect that shipment back to us (Fedex). If however, it is too late in the shipping process to redirect the shipment, or if Fedex is not able to process the redirection in time and the product gets delivered to the customer, then the return policy as described below takes effect.
We give all customers (60) days from time of delivery to decide if the DoggoRamps product is right for them and their dog. If within 60 days after receiving, if you or your pup don't love it, we'll accept the return, no questions asked - although, we do hope that if training/using the ramp is the issue, that you allow us a chance to help you and provide some training advice.
Once receiving a returned product back, it will be inspected to ensure all pieces are there and the product is in good condition. You will then be issued a full refund for the amount you paid. However, the return shipping cost back to us is the responsibility of the customer. There is no re-stocking or other fees.
Please keep in mind, the product is non-returnable if used outdoors for any period of time.
Although we will accept any return within 30 days of receiving to your door, we encourage you to try out the ramp for at least two weeks before making your decision on whether to return it, and in that process we also encourage you to reach out to us for support and training assistance if you need it as often there are tips or insights we can provide that can make a big difference. And if it's been 30 days and you want more time for training - but still want to maintain ability to return the ramp if the dog does not advance - we can extend the timeline for you.
Please DO NOT ship a product back to us without first contacting us, as the product WILL NOT be accepted back to our fulfillment center without a specific RMA (return number) on the box.
If you would like to initiate a return, we ask that you reach out to us at firstname.lastname@example.org and our customer service team. We will provide you a custom return number (RMA) to place on the outside of the box.
Once the DoggoRamp is returned and inspected by our team, we will issue a full refund of your original payment.
In the event of defective or damaged product upon arrival, we ask that you send us pictures of the shipping box and the damaged unit itself to our email at email@example.com. If the unit was damaged in shipping, it's important we have photos of the box so we can file a claim.
We also guarantee our workmanship and quality for one year from delivery date. If your ramp breaks or cracks from regular use, we will send you a replacement piece to repair the damaged part. If the part cannot be easily changed, we will replace the ramp.
The warranty excludes damage from the ramp that incurs from: