www.coolpetstuff.com

Refund/Return Policy:

You do not need an RMA number, but your original sales receipt, packing slip, or your personal information must accompany returns so that we can locate your order. You must also include a notation indicating if the return is for store credit, refund, or exchange, and if for exchange you must clearly indicate the item you wish to receive in exchange, including any applicable size, color, or style options. Additional instructions for exchanges are included further below.

We accept returns for exchange or refund 30 calendar days after delivery of the product. Seasonal items may be returned for exchange only, not for refund. At our sole discretion after 30 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:

• -without showing signs of wear or damage in any way

• -within 30 calendar days of the delivery date

• -must not be a special order or a custom order

• -unless noted that it cannot be returned or has a different return  policy time period other than that 30 days noted in that item's  particular item description.

All products being returned must be 100% complete in original packaging and in a like new, resalable condition, with all packaging, original paperwork, instructions, blank warranty cards, accessories and documentation included. Returned items that do not conform to the above standards will be refused and will incur additional shipping charges to be returned to you if you desire them to be returned, otherwise nonconforming items will be discarded after 30 days. There is no restocking fee on acceptable returns for exchange or store credit. All acceptable returns for refund are subject to a 15% restocking fee. Please note the restocking fee on returns for refund is necessary largely because most payment processors charge us for processing the original payment transfer and charge us again to process the refund transfer, and in addition we have costs to inspect the returned item, return it to inventory, and clerical work involved with the inventory return and refund processing, and of course we no longer have a sale to help us absorb these costs. The customer is responsible for shipping and insurance charges on all return shipments. CoolPetStuff assumes no responsibility or liability for any items that are damaged during return shipping.

If an item shipped to you is damaged, is incorrectly shipped by us, or is lost in transit, please contact Customer Support immediately. Items that are defective and shipped from us, items that were lost or damaged in the original shipping to you, or incorrect items shipped by us will be replaced at no charge to you. If a replacement is not available, a full refund will be issued.

Refunds are contingent upon inspection of item(s) once we receive it.

Customer is responsible for all shipping costs if seller is not at fault. We will not issue a refund for shipping fees unless the shipping service loses or damages your package in route to you or we sent incorrect merchandise. If your order was shipped using a free or discounted shipping promotion, we will deduct our actual shipping costs from the refund or credit given for the return.

EXCHANGES: Items being returned for exchange must meet the acceptability conditions outlined above. You are responsible for getting the return to us in conforming condition, and you may use the shipping method of your choice. We strongly suggest you use a method with tracking and consider insurance, especially on items of high value and/or easily damaged in transit. You do not need an RMA number, but you must enclose your original packing slip or a note with your personal information so that we can locate your order, and make a notation of the item/size you wish to receive in exchange, or we suggest requesting store credit if you prefer to exchange for completely different items, and you can then apply that credit to a new order.

There is no restocking fee on returns for exchange, but we do charge S&H to ship the replacement out. Most items can ship for our $3.95 (USPS First Class - up to 13 oz) or $5.95 (USPS Priority) shipping promotions. Very large and/or heavy items that don't qualify for our shipping promotions (no green truck icon on the product listing and you were charged more than the above on the original shipping) may incur additional shipping charges on exchanges. Also note that many items have different prices for different sizes or styles, so there may be an additional charge or credit adjustment for the size/style difference. Please contact us if you need additional assistance in determining the amount of any applicable charges.