Shipping and Returns
Once your order is placed with us you will receive a notification and confirmation email with all your order details. If you receive your confirmation email that means our system has properly processed your purchase and has pre-authorized your credit card. We will then submit your order to our transit team to reach out to our supplier and/or warehouse manager to ensure that your item is still in stock for immediate packaging and shipping. If for some reason your item happens to be out of stock or on backorder, we will void the pre-authorization and reach out to you via e-mail. If the item(s) for your order become available for shipping within 9 days, we will process the charges and submit the order for shipment.
Shipment process:Upon receiving your order we will verify that we have your item in stock and proceed with processing your card within 7 days from the date of your order. Once the tracking numbers are available we will issue those to you via email to the email you provided at the time of your purchase. If for some reason you do not receive the tracking information from our team within 8 days of your order, reach out to us at Support@Dogtownsupply.com
Some orders (mainly kennels and crates) over 125 lbs. will arrive on a pallet delivered by a commercial LTL carrier. The trucks are usually full size 18 wheelers. If you are not a business with a loading dock you will need onsite assistance to help unload the shipment from the truck when it arrives. If you are unable to unload the shipment on your own, lift gates and inside delivery may be available in your area for an additional fee. Please call us at 1-855-896-9453 or email Support@Dogtownsupply.com to see if this service is available in your area. Most orders ship in about 5 to 7 days. Products that are on backorder or have to be custom made will take longer to ship. If you have any questions, do not hesitate to call or email us.
Damages:Please inspect the packaging of your order when it arrives, if you notice any damage you should make note of it when signing for delivery. If your order does arrive damaged, please send photos to Returns@Dogtownsupply.com and we will process an insurance claim on your behalf. If an order has extreme, significant, visible damage, please put "shipment damaged" on the paperwork and refuse the shipment. Call us immediately if your shipment is significantly damaged.
Please email us immediately at Returns@dogtownsupply.com with your purchase order number, your name, pictures (if applicable), and a detailed reason for your return. We will review your request and send you a Return Merchandise Authorization (RMA) number for you to send your order back. Dogtown Supply has a 14 day return policy. You cannot request a refund AFTER 14 days of receiving your order.
To be eligible for a return, your item MUST be unused and in the same condition that you received it. It must also be in the original packaging. Returns that are sent back with missing parts, used condition, and without an RMA number may be refused with no refund.
ALL manufacturers require a restocking fee of 25% or higher so please be aware that you will be responsible for this fee PLUS the return shipping fee for returning the shipment to the manufacturer.
Refunds: (if applicable)Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds: (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Returns@Dogtownsupply.com.
Sale items (if applicable)Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Cancellations:Any order that gets cancelled after 24 hours is subject to a 10% administration fee, whether or not your order has shipped. If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees plus restocking fees.
This product is great! Bought for my boxer, Lucy, she can be a bit of a cage destroyer sometimes. Havn't had any problems with this one. Would recommend this product. Great price too.
Our dog got out of her regular pet store crate & ended up at the pound. This new crate is completely secure - taking away our family's worries about losing her again. Great latch & solid construction.
Great product. I just received my box a couple days ago and I am impressed. Very heavy duty and the side vents are HUGE which was perfect for my dog! Highly recommend.
This crate has been a godsend. I wanted a secure crate that wasn’t escapable but I didn’t want a high price tag either. This crate has fulfilled all of those expectations and more. We can leave our 55lb bully mix foster dog (who has separation anxiety) in this crate and not worry that she will injure herself on the crate itself. We also love being able to pack this crate up and have taken it on a 3 week long road trip with the dogs. Excellent to bring along in case a crate is needed in a hotel or at a campsite. The crate is outstanding and I highly recommend it.
I am in rescue work and these are a great addition. Hoping to order more soon!
I am pleased with this purchase. We always travel with our dog because he gets so much anxiety when we leave. This is a great investment for anyone who travels a lot with their animals.
I take my dog everywhere. I bought this crate because it seemed pretty easy to setup and it collapsed. This has hands down been the best crate I have ever owned! Very easy to collapse, fits into small space if needed, and is durable enough to hold my "precious" cargo!
This is very easy to assemble and it doesn't require any tools. My kids and wife had it put together before I even got home from work. My wife really likes the color of it and the dog seems to like it too.
Huck and Finn send their thanks for this kennel! They are enjoying it and so am I!
My dogs have been enjoying these so far. Great price for the quality of these.
I bought this for my small zoo in my home haha. Loving it for my dogs! And they enjoy having the roof.
I bought these for the bottom of my crates in my grooming salon and I'm very pleased with how well they have held up!
It has never been easier to travel with my dog! This crate is incredible! The crate is so easy to use and very durable. Highly recommend!
Great purchase for anyone traveling with a pet on an airplane. It had one minor scratch on it when we received it but other than that, this crate did great for our trip! Has plenty of ventilation for our fur baby.
I have a dog who escaped our last crate often. We have had this for quite a while now and no escapes.
We needed a very good kennel to ship my son's two American Staffordshire Terriors from Canada to Belize. One was a superb escape artist. No kennel had kept her in. The dogs arrived without a problem. The kennels are high quality, light, and very good at not letting the dogs out. I highly recommend these kennels to anyone needing a kennel, especially if you travel a lot or want a kennel for many years. These are very durable.
Great purchase! We live up north and sometimes have to put our dogs outside if company is over. We wanted something sturdy but also didn't want inclement weather to be an issue. The slanted roof on these is perfect! Rain is not a problem and snow falls right off the back! Super excited not to have to deal with a flemsy tarp for a roof!
Very great quality espeically for the price. If you are looking to travel with your dog you should definetly invest in one of these crates!
My husband and I were very worried about ventilation for our dog while traveling in a crate on an airline but this crate has been amazing! Joey does fantastic on our trips to our parents. This is a must have if you are wanting a well ventilated crate for airline travel!
There is no better crate than Zinger! After multiple escape attempts by my German Shepherd and several destroyed crates he has never once broke out of this one!
I wanted a crate that could keep my dogs contained in case of a vehicle accident. I had friends that have had dogs get injured from car accidents. I show my dogs so I take extra measures to ensure their safety at all times. I was impressed right away while opening my order. The crate sets up well, is easy to clean, comfortable for the dogs, ventilated nicely and has excellent door latch construction. Hopefully, I will never have to test it's crash worthiness but it certainly appears that it would provide a better chance of survival! We will definitely be ordering another one soon!
I expected the shipping to take much longer and was impressed at how quick it was! This kennel is a perfect addition for our little collie mix! Bella is very happy!
Perfect for our two small dogs. Great investment!