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.
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.
DogTownSupply.com Returns Policy by Brand
DogTownSupply.com Shipping time and Delivery info Policy by Brand
love it. I opted in for the free gift too so that was a cool extra. 5 stars from me.
I purchased the bigger box and it is plenty of room for my two coonhounds. Plenty of air flow and it comes with covers for the vents for winter. Highly recommend.
Got this box as a suprise birthday present! My wife did a good job of sneaking! It is HUGE but my dogs love it! 3 holes on each side. Perfect! definitely worth the wait!
I bought the 48" box. Great customer service. Worth the wait. No issues with shipping. Very happy with this box!
I am so impressed about my dog box. I had an older set up with just a crate and a wooden drawer for storage. Decided to upgrade and it was worth every penny!
Great customer service! Quick responses to questions and got exactly what I ordered!
Great air flow from the vents. Lots of room for my boys!
I ordered an Owens Dog Box. Just received it today! Great customer service, product was exactly what I ordered.
My two girls love that time of year! Great investment.
Looks very sturdy for the price paid. Had to search a bit to get the best price but it looks like it can contain our escape artist dog.
box is a great product. loved the extra storage space. great customer service.
GSD female w apparent separation anxiety came into my life recently. Destroyed a wire crate. Rush delivery of an Impact Crate saved me from needing to do constant supervision and gave me peace of mind and time to do life’s little things like grocery shop without worrying what was happening at home. Yay! Thanks for the beautiful crate that my daughter says looks like a vault. It works!
Amazing quality and service.
Love this crate - so easy to assemble and disassemble! Dogs absolutely love it. Great to double as a box/place for the dog to decompress as well as their den. LOVE!!
Just needed a simple dog box for my truck, this one is impressive. recommend for just one dog.