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Return, Terms of Use and Warranty Information

Initiate Returns by:

Phone: 888-538-7521 (Toll-Free in United States); 864-973-9225

Email: email SecurePets

Upon receipt of your email we will contact you ASAP with a Return  Material Authorization number (RMA) and additional instructions. We will do our best to make this process customer friendly and straightforward, but we can not accept returns without an RMA.

Product Returns from Shipping Company
Customer is responsible for supplying the correct delivery address and is responsible for the shipping charges on any items returned due to packages deemed as undeliverable by the shipping company.

Customer Returns and Warranty
All equipment is fully warranted by Securepets.com and/or by the manufacturer. You are protected by the following warranties:

Securepets 'Defective Product' Money Back Guarantee: Securepets.com will handle your defective product warranty claims for you without you having to return the product to the manufacturer if returned within 30 days of your purchase. You may return your purchase from Securepets.com for a full replacement or refund (less shipping charges) if returned to us during this 30 day period. If you received 'Free shipping' on your order, we will deduct the actual cost we incurred to ship the item to you from the amount of your refund.

We will not accept returns for any of the following reasons:

  • Abuse of parts and/or components by using such parts and/or components for other than their intended purpose.
  • Pet Beds and Houses that have been used by your pet.
  • Loss of parts and/or components by the customer or the pet.

The money-back period will begin 3 days after your order has been shipped from our warehouse. All instruction manuals, accessories, parts, etc. included in the original shipment must be returned, as well as a photocopy of your original invoice. If you should need to return an item, please use the above link to our email form.  We will contact you ASAP with further instructions and a Return Material Authorization (RMA) number.   Please be sure to mark the exterior of the package with your name, return address, and RMA number. We will not accept returns without an RMA number. We cannot guarantee refunds on items that we can not identify or that are shipped to the wrong address. We do suggest that you ship the return item via UPS or insured US Mail with delivery confirmation. All return shipping charges are at the customer's expense.

In the event of a defective item, our policy is to ship a replacement unit upon the return of the defective unit. If you need the replacement unit shipped immediately, we will charge your account for the second unit, and issue a full credit upon receipt of the defective unit. Non-defective product returns will be accepted for refund within the 30-day return period if returned in un-opened re-sealable condition. Non-defective product returns will be subject to a 30% re-stocking charge in addition to the outbound and return shipping charges.


Special Provisions for International Customers
. We gladly ship orders to addresses outside the United States if the manufacturer allows distribution; however, due to the high cost of international shipping, it is necessary for Securepets to apply certain special shipping provisions. If the Purchaser must return items for either refund or replacement, the Purchaser is responsible for all shipping and insurance costs necessary to ensure that the items arrive safely at the Securepets warehouse. The Purchaser is also responsible for payment of any shipping and insurance costs incurred by Securepets in shipping replacement equipment back to the Purchaser.

 

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email SecurePets |  PO Box 442, Lewis Center, OH 43035 | voice: 888-538-7521   fax: 206-333-0936

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