Restocking Fees/Request Authorization Number
Please note the following prior to purchase so that you are aware of our return policy. You will only be reimbursed for postage if the item is defective or sent to you in error by us. In such cases, we reimburse the original S&H charged on your invoice by way of store credit only after you have returned the item and it has been inspected. There is no restocking fee for such returns. However, these items must be returned in accordance with our return procedure in all other respects. Otherwise, we do not credit our shipping costs. All returns require prepaid shipping by you and are subject to:

Damaged Items
If your package arrives damaged, please refuse shipment so that you do not affect your claim with the carrier. In the rare event that the damage is an inherent defect in the manufacture, you must notify us within 5 days of receipt otherwise we cannot accept the item. We will not accept returns for damages other than manufacture defect and no returns outside the notification period will be processed. Please accept your package immediately upon receipt for your protection. Thank you.

• 15% restocking fee less shipping & handling (except for certain pet carriers, items sent in error, defective product and other specified items...see below) or $5, whichever is greater. We only issue store credit for returns or cancellations or an exchange only. We do not issue refunds.
• Undeliverable packages or packages that are returned to sender will be treated as returns and subject to a 20% restocking fee.
• You must request a Return Authorization Number (RMA) before making a return. Please await instructions for your return once the RMA has been issued. Please make sure you keep your RMA on hand and attach it to your return item on the outside of the package. Your RMA is your proof that your return request was approved. You may want to keep it on hand until your return has been completely processed and retain proof of delivery confirmation for your protection. Your request for an RMA must be made via email prior to making a return.
• Emailing us for an RMA. Email us using the return address included with your packing slip. If you do not have this address for some reason, please use the contact form on this site with your order number in the subject line and write Returns. If you do not receive a response within 48 hours, please use the HELP desk Email only (not the return form on the help desk) or open a ticket so that you are not outside the notification period if your email is lost. If there is a delay in our response because of high email volume or holidays, this does not affect your timely request.
  
• Items Returned to Sender/Incomplete Addresses/Unclaimed Packages.
  These items are subject to a 20% restocking fee. Please make sure that you provide a complete address in your shipping information and obtain an RMA if you wish to make a return. You should also make sure you provide a deliverable address and one at which someone can sign for packages or receive your ordered items. We are not responsible for delays in processing items returned to us without an RMA for any reason.
  
• Please note: Returns will only be processed if we are notified within 7 calendar days of your mailed receipt of the item (day the package arrives). Please make sure you contact us within 7 days of receipt for any issue regarding your order including shipping errors, damages or requests for an exchange.
• We must receive your return item within 10 calendar days of your RMA issuance. (Please note, you will be required to notify us that your item is unused/has not been in contact with your pet. If you do not respond to this request, we must assume that you decline to make a return since we do not accept used items. Please respond promptly -within 48 hours- so that your return request remains open. After 5 days with no response to our request, we assume you no longer wish to make a return and the return process is closed).
• We will not process returns without a Request Authorization Number. If your request is received outside the required time limit, items purchased are non-returnable. There are no exceptions. We are not responsible for returns that are made outside our return policy.
• Returns or requests for cancellation are not handled by phone. Thank you.
• Please note: Sales on exchange items are final. e.g. The replacement item(s) for your return. Only one exchange per sale. In other words, you cannot request a return on your exchange order for a return.
• All returned merchandise must be in its original condition and packed securely.
• The Request Authorization Number must be on the outside of the packaging.
• Returns must also be shipped in the condition in which they were received with sale tags, invoices/packing slips and packaging intact. All items must be in unused condition so you will have to rely on a visual inspection only. Please note, we cannot accept any merchandise without the original sale tags.
• Items that have been in contact with your pet are considered used i.e. not in original condition. We recommend that for pet carriers, pet clothing and similar items that you do a visual inspection to estimate fit.
• Items Returned without an RMA or shipped to Incorrect Address
  These are returned to sender. Please realize, mailing an item without an RMA number substantially increases the liklihood that it is not identified as a return or disgarded. In such instances, you will need proof of delivery to confirm that any return was made. If such returns are processed, they are subject to a 20% restocking fee. Please make sure you obtain an RMA if you wish to make a return to avoid this inconvenience. Thank you.
• All returns are made at our discretion. Not all requests are approved and we reserve the right not to accept a return if we believe that the item is not in resellable condition or the circumstances do not warrant a return. In such cases, you may pay for us to reship that item to you. To avoid such inconvenience, please advise your rep on the condition of your item when making a return. Most returns are accepted if the item is still in new and unused condition. Do not ask our reps to make exceptions to our policy. It is here to protect our pets, our other customers and allows us to continue to offer quality products and the best price. We do not sell repackaged items. Our returns, even in the best condition are donated.
• Please note, we issue Store Credit or Exchange only for returns. No refunds under any circumstances. We do not refund partial credit. Please use your store credit in one purchase. You may request an exchange or store credit for later use if you make a return. All credits are considered "Store Credits." We do not issue credit card refunds. Store credit coupons expire the date of the coupon or one year from the date of issuance. Sorry, we cannot honor expired coupons.
  
• Our return address will be provided with your RMA. Do not send to return address on your package.
• Freight, handling charges and insurance are not refundable.
• If you return the item to the wrong location, you may incur additional shipping charges. All return items, regardless of address must be return freight prepaid with delivery confirmation. Please include evidence of payment with the order. We recommend that you insure your item for your own protection, but this is up to you. We do not accept returns for Sales items, books or health related products (e.g. ointments, pills, tablets, medicine) or seasonal items. These sales are final.
• Please note, we can only provide credit to the original purchaser and email address of the original order for fraud and security purposes.
• Please note return authorization does not guarantee that return will be accepted if you have not complied with these terms. Returns will be accepted if they are within the policy herein stated. Returns may take up to 45 days to process. Please feel free to contact us regarding status or preferably, check your account online. Your original order will be marked "pending" once it has been received and approved for exchange or refund.
• If your item qualified for FREE SHIPPING, a flat shipping fee of $7.90 will be added to your restocking fee. These items are subject to a 20% restocking fee: PETFLYS Pet Carriers.
• You need to make sure that your request for a return is timely.
• Please note, where sizing information is given for breeds, this is an estimate since individual pets will differ. If in doubt, email us prior to purchase with your pet's full measurements in which case we will try to assist with general information provided by an individual manufacturer based on the measurements you provide. We encourage customers to contact us prior to purchase with any questions they may have regarding fit or returns. We are happy to help and provide you with manufacturer recommendations, other customer experiences with the item you wish to purchase or specifics regarding the return policy with respect to your intended purchase.
• Exchanges Your return item can be used as credit towards an exchange item. Please note that we must charge shipping for mailing the replacement item. The same terms set forth for return items apply to exchanges. E-mail is usually the most expedient way to contact us. Simply reply to your order confirmation or email us using the contact form. (Because of spam, we no longer publish this address live on the site). A customer service representative will try to respond to your request within 48 hours. If you do not get a timely response by email, you may also try contacting us using the HELP DESK located on the home and contact pages. Please note, we do not process any return requests by phone.

Return Policy: Return policy here.

• Seller is not responsible for service transit time. Transit times are provided by the carrier, exclude weekends and holidays, and may vary with package origin and destination, particularly during peak periods.