Returns & refunds

Eligible products may be returned by approved parcel shipment or arranged freight when return authorization is requested within 14 calendar days after delivery.

This policy applies to eligible products delivered within the United States, excluding PO boxes. Contact us before returning any item. We do not accept unapproved returns or walk-in returns at our business address.

Request a return within 14 days

Contact Florida Kennel Supply within 14 calendar days after delivery to request authorization. Include the order number, product name or model, reason for the request and photographs where relevant. A request made within the window does not automatically establish eligibility; approval depends on the item, its condition, packaging and the terms below.

Return method and authorization

Do not ship goods back without written return instructions. If approved, we will provide the authorized return destination and instructions for parcel shipment or arranged freight. Heavy products may need to be secured to a pallet, documented for freight and collected by an approved carrier. Unapproved returns can be refused, delayed or returned to the sender.

Condition and completeness

Eligible goods must be unused, uninstalled, unmodified, clean, complete and packed in the original packaging. Instructions, accessories, connectors, covers, fasteners and all other supplied components must be included. Missing items or packaging may make the product ineligible for return.

Products that have been installed, used by a pet, altered, damaged after delivery or otherwise used are generally not eligible for a customer-remorse return. This does not limit a valid claim involving an incorrect, damaged or materially defective product.

Return shipping costs

Customer-remorse, compatibility or ordering-error returns: the customer is responsible for approved return parcel or freight costs.
Incorrect, damaged or materially defective items: when the issue is verified and covered, Florida Kennel Supply pays or arranges the reasonable return shipping required by our instructions.

Return labels and freight arrangements

For an approved customer-remorse, compatibility, or ordering-error return, the customer is responsible for purchasing the return shipping label or arranging and paying for the authorized return freight. We will provide the approved return destination and shipping instructions. Do not purchase a label, book freight, or ship the product until written return authorization has been issued.

For a verified incorrect, damaged, or materially defective product, Florida Kennel Supply will provide a prepaid return label or arrange and pay for the required return freight in accordance with our written instructions.

We will not reimburse return-shipping costs incurred before written return authorization or outside our approved return instructions. Standard outbound shipping is free and is not deducted from an eligible refund. Customer-caused costs such as missed carrier appointments, refused delivery, incorrect addresses, unauthorized shipping, redelivery or storage may be deducted from the refund only when disclosed and documented.

No restocking fee

We do not charge a restocking fee for an approved return that complies with the authorization and condition requirements. This does not convert customer-paid return shipping or documented customer-caused carrier charges into a restocking fee.

Damaged, incorrect or defective items

For visible delivery damage, photograph the product and packaging, retain the pallet and packing materials, and note the damage with the carrier where possible. Report freight damage within 48 hours. For an incorrect item or a suspected material defect, contact us promptly with the order number, model or serial information, photographs and a description of the issue. Do not discard, install, repair or return the item before receiving instructions.

We will review whether the appropriate resolution is replacement parts, replacement products, an approved return and refund, a carrier claim or manufacturer warranty service. The shipping policy explains delivery-damage procedures, and the warranty policy explains warranty coverage.

Exchanges and replacements

We do not offer an automatic like-for-like exchange program for customer-remorse or compatibility returns. An eligible customer-choice exchange is handled as an approved return followed by a new order. For a verified incorrect, damaged or materially defective item, we may arrange an approved replacement when available instead of requiring a separate new order.

Compatibility and ordering responsibility

Before purchase, check the model, dimensions, connecting-module compatibility, capacity and intended use. Customers are responsible for ensuring that the ordered configuration fits their requirements.

Refund process and timing

Send the order details, reason and relevant photographs to customer support.
We review eligibility, condition, category restrictions and return-shipping requirements.
If approved, follow the written return and carrier instructions.
After the returned goods are received, we inspect them against the approved return conditions.
An approved refund is issued to the original payment method within 5 to 10 business days after inspection.
Financial institutions may require additional time to post an issued refund. We will notify the customer if inspection identifies a documented condition or completeness issue that affects eligibility.

Contact us

Florida Kennel Supply
18745 Sakera Rd
Hudson, FL 34667, United States
contact@floridakennelssupply.com
(302) 111-1234
Monday–Thursday: 9:00 AM–4:00 PM; Friday–Sunday: Closed · Eastern Time