ZenCrate 100% stands behind the engineering and production of each ZenCrate. With that said every dog is an individual and every dog is different. The ZenCrate is designed as a tool among a variety of modalities to reduce anxiety. Due to the personal nature of each ZenCrate, products cannot be returned in the event that it does not succeed in curing your dog’s anxiety. We do not authorize returns based on your dog’s usage of the ZenCrate.
In the case of damaged, missing hardware or need help setting up your ZenCrate we are here to lend a paw, so please contact us via chat, email email@example.com or by phone at 954-635-2129 M-F 8am-5pm EST. If damage to the ZenCrate during shipping occurs, please take pictures of the box it came in before throwing shipping boxes away, so we can contact the shipping company as soon as possible.
When a return has been authorized by a customer service team representative for reasons other than damage there will be a 15% restocking fee associated with any return and consumer pays for shipping back to the ZenCrate. When the product is received, the ZenCrae team will inspect your returned items. Returned products must be in the original packaging, undamaged, and in the same new condition as it was received. Products received otherwise will not be authorized for return or refund unless the return is due to documented shipping damage or manufacturer's defects. If product is returned in any other condition the consumer will be charged the 15% restocking fee as well as depending on the severity of the damage charged for the full amount for the product. Keep all original packaging. The ZenCrate packaging was specifically designed for the ZenCrate products and without the packaging, we cannot accept a return. ZenCrate reserves the right to refuse credits on damaged, misused or non-resalable items.
If the ZenCrate or ZenCrate memory foam mattress has been occupied by any animals they cannot be exchanged or returned to due sanitary concerns regarding deadly and debilitating communicable diseases such as, but not limited to, parvovirus, kennel cough, distemper, leptospirosis, parainfluenza and others. For the protection of our customers and their beloved animals, returned dens or beds will not be accepted and no refund granted.
If a shipment is refused by the buyer at time of delivery or for any reason boxes are rerouted back to the ZenCarate warehouse it will result in a 15% restocking fee.
Please contact the ZenCrate team if you have any questions or concerns regarding our return policy.