Refund policy

Last updated: April 22, 2026

At Tolotun Pet House LLC, we offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

To be eligible for a return, the item must be unused, uninstalled, in its original condition and packaging, and accompanied by proof of purchase.

Returns by Circumstance

Change of Mind — Items may be returned within 30 days of delivery if unused and in original condition. Return shipping costs are the responsibility of the buyer.

Faulty or Damaged Items — If your item arrives damaged or defective, contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no cost to you.

Wrong Product Received — If you received the wrong item, contact us immediately. We will cover return shipping and send the correct product or issue a full refund.

Never Arrived — If your order hasn't arrived within the estimated delivery window, please contact us with your order number. We will:

  • Contact UPS to open a formal investigation
  • Provide you with updates throughout the process
  • If the package is confirmed lost, we will either resend the order or issue a full refund — whichever you prefer

Please note that customs delays may occasionally extend delivery times. We recommend waiting 5 additional business days before reporting a missing order.

Cancellation After Ordering —Orders can be cancelled free of charge within 48 hours of placement. After 48 hours, production will have begun and cancellation is no longer possible. For urgent cases, contact us immediately at support@tolotunpethouse.shop — we will do our best to assist..

Exchanges — We do not offer direct exchanges. If you'd like a different size or product, please initiate a return and place a new order.

Non-Returnable Items — The following items are not eligible for return:

  • Clearance or final sale items
  • Gift cards
  • Custom or personalized products made specifically for the customer (unless defective or incorrect)

Important note on sizing: All product dimensions listed on our website are exterior measurements. Interior dimensions are approximately 2–4 inches smaller in total due to panel thickness. Custom orders built to confirmed specifications are non-refundable and non-exchangeable.

Material Characteristics — Our crates are crafted from premium plywood. Natural variations in grain pattern, color, and texture may occur and are not defects. Final dimensions may vary by approximately ±0.4" (±1cm) due to handcrafted production.

Warranty — We warrant against manufacturing defects for 30 days from delivery. Warranty does not cover:

  • Misuse, abuse, or damage caused by the pet (including chewing)
  • Natural variations in wood appearance
  • Damage caused by improper assembly or installation

Return Request Process — To initiate a return, please contact us:

Please include your order number and reason for return. Once approved, our team will provide the return address and instructions. Do not send items before receiving written confirmation. Returns sent without authorization will not be accepted.

Return Shipping Costs — Return shipping is the buyer's responsibility, except when the item is defective or incorrect — in which case a prepaid label will be provided. Original shipping charges are non-refundable.

Refunds — Once your return is received and inspected, refunds are issued to the original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us at support@tolotunpethouse.shop.