Katherine Elizabeth Pet Products, LLC. (KEPP) values your complete satisfaction of our products. We are committed to providing a safe and enjoyable shopping experience in addition to our exceptional merchandise. In the event you must return or exchange a purchase please follow the directions below.
Within 30 days of delivery, please contact our Customer Service at 1-847-381-9896 or firstname.lastname@example.org to obtain a Return Authorization (RA). Your RA number must be noted on the packing slip enclosed with the returned item. Returns without a RA number will not be accepted. We strongly encourage you to insure the return package for loss or damages during shipping as KEPP cannot be held responsible if either occurs.
All merchandise must be unused (no spots or hair please) and returned in its original packaging to be considered for a full refund or exchange. We reserve the right to determine whether an item has been used or washed. Please ship all returns to our distribution center located at 3203 Lakeside Ct., McHenry, IL 60050. Returns to an address other than our distribution center might not be eligible for a refund. Please refer to our list below of eligible and ineligible returns.
For returns due to buyer’s remorse (change of mind, incorrect color, sizing or item ordered): please note that original shipping charges are non-refundable and customers are responsible for all return shipping costs and a $9 restocking fee. Please be aware that return shipping costs can vary widely depending on the size of item and shipping origin.
For returns due to manufacturing defect or damage during transit: Please call Customer Service within 48 hours of receipt to obtain an RA. In approved cases, KEPP will pay for the return shipping charges.
Ineligible returns: Refunds are not available for custom or monogrammed orders, discounted orders, or unless otherwise stated at the point of sale. Due to health regulations, KEPP is unable to accept an item which has been used, damaged or soiled by your pet after receipt.
Replacements: A damaged or broken product may be eligible for replacement if the replacement request is submitted no longer than 30 days after receiving the product.* Any request that exceeds the 30 day mark will not be eligible for replacement. Proof of purchase must be submitted with the replacement request so we can verify the purchase. *KEPP retains the right to refuse a replacement request if it appears that the product was damaged through excessive, destructive or inappropriate use.
For items purchased through a third-party retailer (website or store): Please contact them directly for return instructions.
Most returns result from incorrect size of bed ordered. We strongly urge you to check the product dimensions on the Sizing Chart to see if the item is an appropriate size for your pet. When in doubt, please feel free to call Customer Service and someone will gladly assist you.
Additional Questions: Please call Customer Service at 1-847-381-9896 or reach us at email@example.com. We will be happy to answer your questions or address any other concerns regarding your order.
Thanks for trusting us to provide a product that supports the health, and wellness of your precious pet!