Animals Matter Return & Exchange Policy

 

We want you to be Happy. Our Return Policy is 30 days from purchase with 4 choices for your Return or Exchange. The Return Policy is posted on every product page and at the bottom of the website. Unfortunately, if your Return is past 30 days of purchase, we cannot offer you a full Refund, Credit or Exchange. We reserve the right to charge a 25% restocking fee for dirty returned items.

We do not offer Free Returns. All Shipping fees are Non-Refundable. Returns and Exchanges must be unused, unwashed, with all parts, in original condition, original packaging(box), tags attached with packing slip within 30 days and 14 days for Exchanges. California Health Regulations. We reserve the right not to accept used, dirty, chewed, destroyed, or misused products. Once your Return is received, an email notification of Receipt and Refund is sent within 48 hours, excluding weekends.

We do not accept returns on apparel, spa essentials, soap, shampoo, replacement parts, covers, inserts, or foam. 

Gift Cards

Make the most of your bonus credits! When you use a gift card that has been credited with a bonus, keep in mind that any new acquisitions made won't qualify for another reward if they are sent back. 

Returns received without an RMA, in original shipping box, bag, and tags may be subject to a 10% restocking fee. 

We do not offer Free Returns. You may use our Return & Exchange System with shipping labels or ship it back yourself option #4 with an RMA from Customer Service. You assume all liability for the delivery. When shipping your return, please use a reputable shipper with Signature Required and Tracking to ensure safe delivery. 

We do not offer shipping to Alaska, Hawaii, or Puerto Rico. We do not ship to freight forwards or third-party shippers.

Manufacturing Defects/Mis-shipments

Defects and Mis-Shipments or Damaged Box must be communicated within one day of delivery.

We Manufacture, Quality Control and Pack under video to ensure Quality and Accuracy. If you believe you have received a product that was mis-shipped, product with a manufacturer's defect or damaged in shipment, please email a photo of the product, care label size, and a description of the issue with the order number to info@animalsmatter.com. 

Beds or Zippers that have been Chewed, Chewed Fabrics, Digging, Misuse/Damage, and incorrect Care/Washing are not defects. No Heat, No Bleach, Bleach Alternative, or Fabric Softener.

Unable to Deliver/Refused Shipments or Wrong Addresses

If your shipment is returned with an Unable to Deliver, Refused Delivery, or Wrong Address, Unsubsidized Return Shipping Charges and FedEx Address Correction Fees of $22.50 will apply. We are not responsible for shipments shipped to the wrong address by the customer. We email Shipping address and Order Confirmation, Tracking, Pre-Delivery, Delivered, and any Exception Delivery notifications in real-time to keep you updated on your package delivery. You can Manage your Delivery. There is a Redirect option to a FedEx Pick-Up Center, and/or there is a FedEx hold for Pick-Up at a FedEx Facility.

We are not responsible for Stolen Packages. If you think your package has been stolen, FedEx suggests filing a police report. Theft of a package/interstate package is a Felony.

Expedited/Air Shipments

Deliveries are currently not guaranteed by FedEx. We cannot control or ensure delivery for Expedited/Air shipments due to weather or FedEx issues. Orders placed before 9:30 am. PST Monday-Friday will ship the same Business Day. Orders placed after 9:30 am or over the weekend, will ship the Next Business Day.

Cancellations

Please email info@animalsmatter.com or call to cancel your order before shipment. If the items have been processed, It is treated as a Return.

Replacement Covers and Parts Non-Refundable

Replacement covers and parts are available, depending on the product, in the same style, with proof of purchase, by the original purchaser, directly from Animals Matter, Inc: No Third Party. Patterns and styles have changed over the years. Replacement parts are Non-Refundable. 

Colors

Colors may vary from computer screen to computer screen or dye lot to dye lot.

Bed Sizing

Beds are made with fiberfill(Overstuffed) that can move and reposition during shipping after being folded in a box. Please allow 2-3 inches on each side for inner and outer dimensions until the bed/bolsters expand. We suggest mapping the inner dimensions of our products on the floor around your pup for the best fit.

Walk-Ins

We are a Manufacturing Facility. We are unable to accommodate in-house shopping.