Return Policy
We understand things don't always workout. Please read our policies below before you place your order. If you have any questions at all please let us know before you place your order. Send an email to info@blueridgek9supply.com
ELIGIBILITY: Purchases are eligible for return within 30 days from the original purchase date and must be in new condition and include all original parts and accessories. It must also be in the original packaging. Please see below for any additional brand related return requirements. Due to hygiene restrictions, used dog products are not eligible for return. Some brands have additional eligibility requirements, these are noted below under "brand-specific policies".
PROCESS: All returns require a Return Merchandise Authorization number (RMA#) before they can be shipped back. Please include your name and order number as well as the reason for return. Do not send a return back to us without an authorized RMA# as these will not be accepted. Buyer is responsible for all return shipping costs. Buyer is highly encouraged to insure the package for the full retail value as damaged items will not be accepted.
REFUND: Once your return is received to the warehouse it will be inspected to ensure all parts/accessories are included and it's in new condition. Once approved, we will process your refund back to the original payment method within 3-7 business days less a 20% restocking fee unless noted differently in the brand specific policies below. Items returned damaged or without all parts/accessories may be refused or refunded at a reduced amount based on actual costs to fix or repair. If you item was given free shipping or you paid additional for shipping, the actual cost of shipping will be deducted from the refund amount. If your item was shipped via freight carrier, the actual cost of freight shipping will be deducted from the refund amount. Blue Ridge K9 Supply LLC does not guarantee delivery dates and does not offer refunds for shipping delays.
Blue Ridge K9 Supply LLC liability is limited to the cost of the product being returned.
Brand Specific Returns
dogPACER - There is a 25% restocking fee for all returns. Due to hygiene restrictions, used treadmills and dog beds are not eligible for return.
Wag Brands - There is a 25% restocking fee for all returns. Due to hygiene restrictions, used treadmills and dog beds are not eligible for return.
GoPet Products - There is a 40% restocking fee for all returns, additional if we are asked to coordinate return shipping. Due to hygiene restrictions used treadmills and treadwheels are not eligible for return.
Zinger - There is a 35% restocking fee charged for all Zinger returns. Due to hygiene restrictions, used crates are not eligible for return.
Owens-All merchandise returned to Owens Products must be initiated within 30 days of original purchase and have an approved Return Merchandise Authorization (RMA) number or it will be refused and returned to sender. Collect returns will be refused and returned to sender. Items to be returned must be received within 30 calendar days from the issue of the RMA#. After 30 calendar days the RMA is void. All returns must be boxed and shipped as they were originally received including foam and other packing materials, so as not to be damaged in transit. Damage to boxes or product may result in loss of credit for that product. Customer is responsible for return freight, please insure shipment. Returns due to reasons other than Owens Products error will be charged a 35% restock fee. Special orders or discontinued items are not returnable for credit. No credit will be issued for any item that has been installed (unless item is deemed by Owens Products to be under warranty).
Dakota283-If you ever receive an incorrect product or an item that is damaged or defective, please contact our Customer Service Department for a refund or exchange (same item only). Products received damaged or with missing parts or items must be reported within 5-days of receipt or risk incurring additional shipping charges. Please inspect and test your product upon delivery as not all damage may be immediately visible. If you receive an item with carrier-related shipping damage, you may need to provide pictures of the product and packaging.
With our prior authorization, undamaged purchases in original packaging may be returned at the customer’s expense within 30-days for a refund. The original shipping cost and a 15% restocking fee may be deducted from the refund. Items purchased with free shipping may be subject to a 30% restocking fee. We inspect all returned items, and Good Ideas reserves the right to adjust the refund depending on the condition of the returned item. Good Ideas reserves the right to review, refuse, or approve any return, replacement, or refund at its sole discretion. Items purchased on clearance, with special pricing, or with limited time promotions may not be returnable.
Poly Pets-Returns must be authorized before being shipped. Items returned without authorization will be refused. Items returned in new and unused condition, except for warranty purposes, are subject to a 15% restocking fee. For non-warranty returns, customer must notify us within fifteen (15) days of receipt of item, and return the item to us within thirty (30) days of receipt in new condition. Non-defective items that are specially designed or altered for customer, or discounted irregular items sold “as is,” may not be returned. Customer is responsible for transportation of returns and any damage or loss during shipment.
It is important that items be checked for damage before being signed for upon delivery. If an item is damaged during shipment but signed for, it is the customer’s responsibility, as the freight carrier may not provide reimbursement if customer or customer’s representative had indicated that the item arrived in good shape by signing for it.
NorthStar - All products are eligible for return up to 30 days from the date of the original sales receipt/invoice. We will NOT accept returns after 30 days. This does not apply to warranty replacement/repairs – see warranty policy.
For a full and complete refund, all items must be returned in the original packaging and must meet the following criteria:
- Un-used, un-installed, un-washed, resalable condition
- Free of animal hair, excrement, stains or odors
- Contain all the original parts and documentation.
- Any item over $100 is required to be shipped fully insured and signature required.
Items not meeting the above requirements are subject to refusal or a reduced refund amount based solely upon our inspection and discretion.
Items washed, soiled or contaminated are not resalable and not sanitary and will be disposed of and not be eligible for a refund. Lakeside Products will not clean or sanitize returned items.
Return shipping fees are the responsibility of the customer. Refunds are for the value of the product less the less the original cost of shipping. If an item is shipped with “Free Shipping” and it is returned, the buyer will be charged the original cost to ship the item(s) and that amount will be deducted from any refund.
Items that arrive damaged or are shipped incorrectly will be handled on a case by case basis with no restocking charges. All damaged or incorrectly shipped orders must be identified and communicated within 14 days of original sales receipt/invoice.
The following product specific provisions apply regarding restocking charges.
Magnadors, Magnador Parts, MagnaFlap doors
- Restocking charges up to the value of replacement for missing parts and pieces.
Lennypads, Vet Bedding, MagnaBox Whelping Boxes, Jonart Whelping Boxes, Grooming Tubs, Cage Banks
- Restocking charges equal to 25% of the order value for handling and re-packaging
Any third party products are subject to the specific return policies of the respective manufacturer.
Return Process
Call or email for a Return Authorization and RMA number. RMA number must be issued within 30 days of original invoice/sales receipt. Return item must be received within 30 days of issuance of the RMA number. Items returned without an RMA # will be refused and/or no refund given.
Upon satisfactory inspection, refunds will be issued less applicable charges to the same payment method used for purchase. Refund process may take up to 15 days to process.
Exchange Policy
Most Purchases are eligible for exchange within 30 days from the original purchase date and must be in new condition and include all original parts and accessories. It must also be in the original packaging. Due to hygiene restrictions, used dog products are not eligible for return. Buyer is responsible for all return shipping costs as well as any difference in price for the new product. If free shipping was used on the original buyer is not eligible for free shipping on the replacement item.
PROCESS: All exchanges require a Return Merchandise Authorization number (RMA#) before they can be shipped back. Please email us at returns@blueridgek9supply.com with your name and order number as well as the reason for the exchange and the new item you want. Do not send your item back to us without an RMA# as these will not be accepted.
Lost Packages
In rare circumstances, items can get lost in transit. Blue Ridge K9 Supply LLC is not responsible for lost packages; once a shipping carrier takes your package, it is out of our hands; in these situations, we will make every effort to work with the carrier to find and deliver the package as soon as possible. If an item has not made any progress in transit for 5 days, please notify us and we will open an investigation with the carrier. Once an item is deemed "lost" by the shipping carrier, we can then send a replacement package or issue a refund for the item, but not before.
Blue Ridge K9 Supply LLC is limited to the cost of the product being returned.
You can contact us if you have any further questions at by
Email: info@blueridgek9supply.com or
Phone: 201-466-5718