Do I need to pay for return shipping back to Impact Dog Crates?Updated 21 hours ago
Return Policy
To initiate a return please fill out our Return Form
We offer a 30-day money-back guarantee for a risk-free shopping experience. Your trial begins upon delivery, allowing you to test our products at home. For standard returns, items must be lightly used, clean, like-new, complete and undamaged. Original packaging is required. During an eligible 30-day crate trial beginning on delivery, you may return your crate even if your dog has damaged it, whether or not you purchased Dog Damage Protection. This exception applies only to dog-caused damage in an eligible trial return. Original packaging, cleanliness, completeness, deadlines, applicable fees and inspection still apply. Secondhand and Tarter crates are not eligible for the trial. Exchange conditions are unchanged.
A return shipping fee of $50 applies per returned item under the standard return policy. For customer-paid 54-inch Collapsible return freight or returns from outside the contiguous 48 United States, the $50 fee is not added to the return shipping charge. You pay the applicable shipping/freight cost; contact support to confirm that cost before shipping.
All returns are subject to inspection and approval by Impact Dog Crates (“Impact”). Returns are processed strictly in the order they are received. Please allow up to thirty (30) days from the date of receipt at our facility for inspection to be completed. During periods of high production volume, processing times may exceed thirty (30) days.
The inspection process is required to verify the condition of the product, confirm eligibility under Impact’s return policy, and ensure compliance with quality and safety standards. We will not refuse a returned shipment because of condition or packaging issues. A higher restocking fee may apply based on severity following staff review; contact customer support to confirm the applicable amount. Receiving the shipment does not guarantee a refund. The dog-damage exception for an otherwise eligible 30-day crate trial remains unchanged.
Upon approval, refunds will be issued to the original payment method within seven to ten (7–10) business days. All associated shipping charges, handling fees, and any applicable restocking fees are non-refundable and remain the responsibility of the customer, unless otherwise required by law or expressly agreed to in writing by Impact.
Non-Returnable Items
The following items are non-returnable and not eligible for refund:
Customized or special-order products (including engraved or modified crates).
Final sale or clearance items.
Products returned in heavily used, damaged, or altered condition, except that dog-caused damage is permitted for an otherwise eligible 30-day crate trial return.
Products returned with missing components.
Any product returned beyond the designated return window, unless required by law.
- Free gifts are not eligible for return or replacement unless covered under a manufacturer defect. We’re happy to assist with any warranty-related concerns, but these items fall outside of our standard return and exchange policy.
Impact reserves the right, at its sole discretion, to determine the eligibility of any product for return or refund.
Eligible, non-final-sale 54-inch Collapsible crates have a 30-day trial beginning on delivery. The customer pays return freight and exchange freight in both directions. Original packaging and the original pallet are required.