A 30% non-refundable deposit is required with each order, with the balance due upon shipment. For any order with more than a $600 subtotal, a 50% deposit is required. As our products are custom built, we cannot offer cash refunds. All sales are final.
Carts are made to the specifications given to us by the customer. We are not responsible for poor fit based on inaccurate measurements. If the cart does not fit, we reserve the right to charge time and materials for a replacement frame at the correct measurements to be built. Please contact us as soon as possible if you have questions about the fit and design of your cart when you receive it. Modifications must be made within 30 days of shipping your cart. At our discretion, we may also make replacement frames as an even exchange.
We will take no more than two weeks to fabricate your order (standard carts). Carts are shipped fully assembled via UPS Ground or USPS Priority Mail, which ever is quickest and most cost effective. Express shipping is available at an additional fee.
Expedited orders: The fee to expedite an order through the system is $100.00. Depending on the availability of pre-fabricated parts and the volume of work at a given time, we may be able to expedite and order if requested.
Returns: A return authorization number is required to return a cart for warranty repairs, upgrades, and donations. Call us at 1-888-211-2700 to obtain a return authorization number. Packages without RA #’s will not be accepted and will be shipped back to the customer.
Donation of Used Carts: We gratefully accept donations of used carts to our Recycling Program. Recycled used carts subsidize our donations to rescue groups and provide us with loaner and rental carts for animals with short-term needs for help. If you wish to donate your cart to our recycling program, we will pay for the shipping back to our office. Contact us with the weight and dimensions of your box and we’ll issue a return label.
Professional discount: We offer a 10% discount to veterinary professionals and rescue groups who provide us with current credit card information and charge purchases to their business account.
International orders: We accept orders from all over the world directly to our home office, with the exception of Japan, where our exclusive representative is Mari Hiruma. (www.dogwill.com) We can ship via Global Express Mail, UPS or BAX Global. Payment can be made by credit card, Paypal, wire transfer or international money order. The customer is responsible for all destination charges, duties and taxes. Canadian customers: Canadian GST, PST, and brokerage will be charged at the point of sale. Any additional duty and/or brokerage incurred by us will be in turn billed to the customer, with documentation available upon request. In many countries, medical equipment is duty-free.
Warranty: We warranty our carts against any manufacturing defects and breakage that could not occur due to normal wear and tear by the pet, for the life of the pet. We do not warranty damage due to disregard of manufacturer’s instructions, damage due to salt water, and exposure to the elements when the pet is not using the cart.