Refund/Exchange 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.
On typical small apparel items returned for size exchange, you are responsible for returning the original item back to us in an acceptable condition as detailed below, but we will ship the exchange to you by UPS Mail Innovations at no additional charge. We do charge additional for the outbound exchange shipping if you want an expedited shipping method (e.g. 2nd Day or Overnight Express), or if the item is excessively large and/or heavy such that it is expensive to ship (e.g. Crate or large bed). CoolPetStuff assumes no responsibility or liability for any items that are lost or damaged during return shipping and strongly suggest you use a shipping method with tracking on returns. We will only pay for return shipping of the original item if we made an error and shipped you an incorrect item (more details further below).
We accept returns for exchange or refund 60 calendar days after delivery of the product. We may extend the period during the holiday season for gifts and generally will be checking the product condition much more closely than worrying about a calendar date on non-seasonal items. If a typical apparel item was only briefly tried on but didn't fit properly, and in the process was not stretched out of shape, snagged, stained, etc., all pet hair was removed afterwards, and you preserved the manufacturer's packaging, tags, hangers, etc., you will not have a problem with returns. Seasonal items (Ex.-Halloween costumes) may be returned for exchange or store credit only, not for refund. Customized/personalized items cannot be returned.
Items must be in "new, unaltered, and unused condition" returned in a "like new resalable condition". In brief summary, we must receive returns
Apparel items that were tried on and returned with dog hair are subject to a $5.00 cleaning fee or rejection, solely at our discretion. Before returning, patting gently with cellophane or masking tape usually works well to remove hair from items that were tried on for size.
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.
Our return address is:
4003 E. Highland Dr.
Jonesboro, AR 72401
If you have any questions or if there is anything you don't understand, please email us before returning: [email protected]
There is no restocking fee on items returned for refund, but items must meet the acceptability requirements for returns/refunds stated above. Shipping and Handling charges are not refundable. If you qualified for free or a reduced cost promotional shipping charge, we will deduct our actual shipping and handling costs from your refund. Refunds will only be made back to the original source of payment used in placing the order.
Returns of incorrect items:
If we make an error and ship you an incorrect item, please email us at [email protected]. We will promptly make all the arrangements to correct the situation, including the return shipping of the incorrect item, and absorb all of our costs in doing so. Do not take matters into your own hands by returning the item as you see fit without contacting us first. You will likely incur costs that we cannot reimburse. Contact us and we will quickly correct the problem at no cost to you.
Please note that on apparel items, if you ordered a medium and received a medium, but it doesn't fit, that does not qualify as an incorrect item. In such a case we will be happy to exchange sizes, but you are responsible for shipping the original back to us as outlined above. If you order a medium and we ship you a small, that is an incorrect item, and we will arrange and pay for all shipping to correct our error.
Items defective or damaged in transit:
If an item shipped to you is defective or damaged, please contact Customer Support immediately at [email protected] and do not return the item unless as instructed to when we respond. For faster service, please attach a picture and description of the damage or defect when you contact us. We may not need the item back, and if we do, we will arrange for it's return at our expense. If you return a defective or damaged item back to us at your expense without contacting us first, you will likely incur costs that we cannot reimburse.
Our policy is to only remedy defects and damaged items by shipping an identical replacement, and at our discretion requiring the return of the original if necessary, all at our expense. We will not provide an option for a full refund to remedy a defective or damaged item, only a no cost replacement. If you receive a defective or damaged item and want a refund instead of replacement, it will be treated the same as the return of a non-defective, non-damaged item (you must return it to us at your cost, and S&H costs are not refundable). Please understand that we must have this policy to discourage intentional damage by unscrupulous customers.
Please contact customer service for any further questions on returning an item. Thank you.
4003 E. Highland Dr.
Jonesboro, AR 72401
Email: [email protected]