Return Policy

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.

E-Collar Technologies Inc.-Customers may return items purchased directly from E-Collar Technologies, Inc. within 60 days from the date of purchase for a refund. After 60 days, the manufacturer’s warranty applies for any defects or malfunctioning units. If you need to return an item contact E-Collar Technologies Inc.  

You will then be provided with a returns form for you to include in the return package, return shipping is the responsibility of the customer. We suggest keeping your tracking number until your refund has been processed. We cannot be responsible for items that are lost during transit when being returned.

You should expect to receive your refund within 1-2 weeks of the package being delivered to our returns department, however, in many cases you will receive a refund more quickly. This time period includes the time it takes us to process your return once we receive it and the time it takes your bank to process our refund request.

Return Policy only applies to customers that purchased items directly through E-Collar Technologies, Inc. 

MetroVac

If for any reason you are not satisfied with your MetroVac product, you may return it in its original packaging within 30 days of receipt for a refund. All returns and exchanges require a Return Authorization Number. Please contact us for for your Return Authorization Number. The return email will give you instructions where to return the merchandise within 1-2 business days. Any items that are passed 30 days may not be accepted or subject to a 20% restocking fee.

Hale Pet Doors

  • A new, undamaged, “in the box” product can be returned within 30 days from the date of purchase for a full refund, less shipping.
  • A new, undamaged, “in the box” product can be returned within 31-90 days from the date of purchase for a refund minus a 10% restocking fee and shipping.
  • All original packaging and inserts must be intact and returned with the door.
  • A product that has been damaged during shipping will be exchanged upon receipt and inspection of damaged product.
    • If the product is damaged during initial shipment, the customer has the right to refuse the package at the time of delivery.  Please contact Hale’s customer service department to discuss replacement and return procedures.  Hale will issue a damage call tag and arrange pickup.  Please retain all damaged shipping cartons and packing material for inspection by the shipper.
    • If the product is damaged upon return shipment, the customer is responsible for contacting shipper, issuing a damage call tag, and making arrangements for reimbursement.
  • A product that has been damaged through no fault of HSPD Manufacturing, Inc. can be returned for exchange for up to 50% credit towards the cost of a new door within 30 days from the date of purchase.  No returns or exchanges will be accepted after that date.
  • A product that is being returned that has been installed by any installer or oneself will receive a 50% refund once received.
  • A custom built door can be returned for exchange within 30 days from the date of purchase for 50% credit towards the cost of a new door.  No exchanges can be made after 30 days.  The new door will be shipped upon receipt and inspection of the original door.
  • The customer is responsible for return shipping charges.
  • If a return or exchange is needed at any time and for any reason, please call the dealer where you purchased the door.  If you did not purchase the door from one of our dealers, please call Hale directly at 1-800-646-4773 to receive a return authorization number.  Or for your convenience, you may fill out the online form below. Please include this RMA number on any correspondence regarding your return.  No returns or exchanges will be accepted without this RMA number.
  • Returns must be sent back to our Colorado factory location at: 213 South 8th Street, Canon City, CO  81212.
As custom orders are handled differently under the return policy, we are clarifying what products are considered custom.  Outlined below are the instances that constitute custom orders.
  • CUSTOM PRODUCTS
    • Any product that includes glass – panels, windows, storm window replacements
    • Any pet door that has had modifications made at the factory – frames that have been cut down, kennel doors, etc.
    • Custom cut screen doors
    • Pet doors ordered with an interior AND exterior security cover
    • All non-standard size pet doors – custom measured
    • All ramps and barriers are considered custom

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