Return and Refund Policy

Last updated: July 3, 2026

We want you to be genuinely happy with your crate, and because each one is handcrafted to order, we have written this policy to be clear about what can be returned, how, and when.

Please read it before you order, especially the sections on custom orders and return shipping, so there are never any surprises later.

Our 30-Day Return Window

You have 30 days from the day your crate is delivered to request a return, as long as your item qualifies under the sections below.

The first step for any return is always to contact us at support@tolotunpethouse.shop, so we can approve it and send you the correct return address before anything is shipped back.

Items Eligible for Return

We accept returns of our standard crates when the item is unused, in its original condition, and returned in its original packaging, along with proof of purchase such as your order number.

If you have simply changed your mind, that is welcome within the 30-day window, and the only thing to keep in mind is that you will be responsible for the cost of return shipping, which we explain a little further down.

Custom and Made-to-Measure Orders

Because custom and made-to-measure crates are built to your specific size and request, we are unable to accept them as change-of-mind returns, since they cannot be offered to another customer.

Custom orders are of course still fully covered if they arrive damaged, defective, or different from what you ordered, and those cases are handled at no cost to you under the section below.

Items That Cannot Be Returned

To keep everything clear, the following cannot be returned for a change of mind:

• Custom or made-to-measure crates built to your specifications
• Items that have been used, assembled and marked, or altered after delivery
• Items returned without their original packaging
• Items returned outside the 30-day window

This list does not affect your rights in any way when an item arrives damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

If your crate arrives damaged, has a manufacturing defect, or is not the item you ordered, we will always make it right.

Please contact us within 48 hours of delivery for damage or a wrong item, and within the 30-day window for a defect, including a few clear photos along with your order number.

Once we confirm the issue, we will arrange a replacement or a full refund at no cost to you, and we will cover any return shipping needed in these cases.

How to Start a Return

Starting a return is simple, and it begins with an email to support@tolotunpethouse.shop that includes your order number and the reason for your return, with photos added if your item arrived damaged or defective.

We will review your request, confirm whether it qualifies, and send you a return authorization along with the correct return address. Please wait for this confirmation before sending anything back, since packages returned without authorization can be delayed or refused.

Return Shipping Costs

If you are returning an item because you changed your mind, you are responsible for the cost of return shipping, and we recommend a tracked service so your return does not get lost along the way.

Because our crates are large, change-of-mind return shipping can be costly, which is genuinely worth weighing before you order.

If your return is because of damage, a defect, or a mistake on our side, we cover the cost of return shipping, so it does not cost you anything.

Refunds

Once we receive your returned crate and inspect it, we will let you know whether your refund has been approved.

Approved refunds are issued to your original payment method, and you can expect them to be processed within 10 business days of our inspection, although your bank or card provider may take a little longer to post the funds to your account.

We do not charge a restocking fee on approved returns.

Order Cancellations

Because we begin building your crate soon after you order, you can cancel for a full refund within 48 hours of placing your order, as long as we have not yet started production.

If production has already begun, cancellation may not be possible, especially for custom orders, and in that situation we will always explain your options clearly before we proceed.

Our Commitment to Quality

We want your crate to bring years of comfort to your dog, and we stand behind the work that leaves our workshop.

We warrant against manufacturing defects for 30 days from delivery. If a manufacturing fault appears within this period, please reach out with photos and your order number, and we will work with you to repair, replace, or otherwise make it right.

Questions About Returns

If you are unsure whether your item qualifies for a return, or you simply want to talk it through before deciding, we are happy to help.

You can reach us at support@tolotunpethouse.shop, Monday through Friday from 9 AM to 5 PM EST, and we will guide you through the next steps. For delivery timeframes and the rest of our store terms, see our Shipping Policy and our Terms of Service.

Frequently Asked Questions

What is your return window? You have 30 days from delivery to request a return on a qualifying item. Please email support@tolotunpethouse.shop first so we can approve it and send you the return address.

Can I return a custom crate? Custom and made-to-measure crates cannot be returned for a change of mind, since they are built to your exact specifications. They are still fully covered if they arrive damaged, defective, or incorrect.

Who pays for return shipping? For a change of mind, you cover the return shipping, and we suggest a tracked service. If the return is due to damage, a defect, or our mistake, we cover the cost.

How and when will I get my refund? Approved refunds go back to your original payment method within 10 business days of our inspection, and we do not charge a restocking fee. Your bank may take a little longer to post the funds.

My crate arrived damaged. What should I do? Contact us within 48 hours of delivery with photos and your order number, and we will arrange a replacement or a full refund at no cost to you.

Can I cancel my order? You can cancel for a full refund within 48 hours of ordering, as long as production has not started. After that, contact us and we will explain your options.