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Policies

Warranty, Returns & Exchanges

Impact Dog Crates products are warranted to be free from defects in materials or workmanship for life to the original owner from the date of purchase from Impact Dog Crates. If you have purchased an IMPACT DOG CRATE from a third party all warranties must go through the third party seller. We do NOT warranty dog damage on our stationary or collapsible dog crates. Warranties cannot be transferred and are only valid for the original purchaser. Must provide PROOF of purchase for warranty to be valid. Paint is not covered under the warranty policy.

We will, at our sole discretion, repair or replace any components that fail in normal use. In most cases, we will send replacement parts that you as the consumer will need to install. Such repairs or replacement will be made at no charge to you for parts, you shall be responsible for any transportation charges for returning the products. Replacement products may be new or refurbished at our discretion. Scratches into the powder coat is considered cosmetic damage and generally does not fall under warranty. If you have any questions in regards to a warranty claim, feel free to contact our customer support team.

This warranty does not apply to: (i) cosmetic damage, such as scratches, nicks, stains and dents; (ii) consumable parts, unless product damage has occurred due to a defect in materials or workmanship; (iii) damage caused by accident, abuse, misuse, water (in excess of specifications), flood, fire, or other acts of nature or external causes; (iv) damage caused by service performed by anyone who is not an authorized service provider of Impact Dog Crate; or (v) damage to a product that has been modified or altered without the prior written permission of Impact Dog Crate.

THE WARRANTIES AND REMEDIES CONTAINED HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY LIABILITY ARISING UNDER ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, STATUTORY OR OTHERWISE. Subject to applicable law, in no event shall our liability exceed the purchase price of the product purchased.

To initiate a warranty claim please submit a request through our Warranty Portal.

Return Policy

To initiate a return please submit a request through our Return Portal.

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. To qualify for a refund, items must be in like new condition, lightly used and free from contaminants, wear, or structural damage.

A return shipping and restocking fee of $50 applies per returned item.

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.

Impact is not responsible for packages lost in transit without proof of tracking. Customers are encouraged to retain tracking information until their return has been fully processed.

Once a return label has been issued, it will expire after 10 days. If the return is not dropped off with the carrier within that time frame, the return will be voided and no refund will be processed.

Refused Packages: If a package is refused upon delivery and returned to Impact, a $50 fee will be deducted from any applicable refund. Shipping and handling costs are incurred even if delivery is refused, and these costs remain the responsibility of the customer.

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.

Returned items must be in like new, unused condition and include all original packaging, hardware, and components.

For the health and safety of pets, we cannot accept returns of crates that show any signs of use, wear, dirt, or damage. Used or unclean crates can pose a risk of spreading bacteria, viruses, or other contaminants between animals.

If a product is received in any packaging other than the original packaging, or shows visible wear, hair, stains, or odor, the return will be denied and the product will be discarded. No refund or credit will be issued in these cases.

If a product is returned in damaged condition, with missing parts, or otherwise shows signs of misuse or abuse, Impact reserves the right to refuse a refund or to charge additional restocking fees, at Impact’s sole discretion.

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 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. Impact is not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

 

 

 

 

54” Collapsible Crate (LTL Freight)

Our 54” Collapsible Crate does not fall within our standard return policy. This item ships LTL freight on a pallet due to its size and weight.

If a customer would like to proceed with a return, they will be responsible for all shipping costs associated with sending the product back to Impact. The crate must be secured to the original pallet it was delivered on in order to qualify for return transport.

Failure to return the product on the original pallet or arrange appropriate freight shipping will result in the return being denied.

 

 

 

 

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.

  • Checkout+

  • Digital Training Courses

  • Gift cards.

  • Shipping fees are non-refundable.

  • Products returned in used, damaged, or altered condition.

  • Products returned without original packaging or missing components.

  • Any product returned beyond the designated return window, unless required by law.

Please note: 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.

 

 

 

 

Additional Return Terms

All returns are subject to inspection and approval by Impact. Return requests will not be processed until the product has been received at our facility, inspected, and deemed eligible under Impact’s policies. 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.

 

 

 

 

Exchange Policy

To initiate an exchange please submit a request through our Exchange Portal.

We allow one free product exchange per order for customers located in the Contiguous United States.

Exchange must be claimed within 30 calendar days of receiving the product.  To qualify for an exchange, items must be in like new condition, lightly used and free from contaminants, wear, or structural damage.

Exchanges will be refused if items arrive used, damaged, or improperly packaged. Please ensure your product is carefully packaged.

Impact will allow one free exchange per order (customer will be responsible for any upgraded cost of the new product).

Customers must have a valid shipping address located within the contiguous 48 United States to be eligible for free product exchange.

Customers located outside of the contiguous 48 United States may initiate an exchange; however, the customer will be responsible for paying return freight shipping charges and duties/taxes associated with the exchange process. The customer is also responsible for paying freight shipping and associated duties/taxes of the replacement product.

 

 

 

 

54” Collapsible Crate (LTL Freight) Exchange Policy

The 54” Collapsible Crate does not fall within our standard exchange policy. This item ships LTL freight on a pallet, and customers requesting an exchange will be responsible for all freight costs associated with returning the original product and shipping the replacement.

The crate must be securely packaged on the original pallet it was delivered on. Exchanges that arrive improperly packaged or not shipped via freight on the original pallet will be denied.

 

 

 

 

Instant Exchange Terms

For instant exchanges, the replacement item will be shipped immediately after the exchange is approved. If the original product is not dropped off with the carrier within 10 days of the instant exchange label being issued, the customer will be charged the full amount of the replacement item.

 

 

 

 

Additional Exchange Terms

All exchanges are subject to inspection and approval by Impact. Exchange requests will not be processed until the original product has been received at our facility, inspected, and deemed eligible under Impact’s policies. 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.

Replacement products will not ship until inspection is complete and the exchange has been approved. If the requested replacement product is unavailable or discontinued, Impact reserves the right to issue a refund or offer an alternative product at its discretion.

 

 

Impact High Anxiety Dog Crate Guarantee

Impact High Anxiety Dog Crates products are warranted to be free from defects in materials or workmanship for life to the original owner from the date of purchase from Impact Dog Crates and authorized dealers of Impact Dog Crate products. Warranties cannot be transferred and are only valid for the original purchaser. 

Your High Anxiety crate does come with a Lifetime Dog Damage Guarantee. If your dog damages their crate to a point where it is not safely containing your pet, please contact us.

Your High Anxiety Dog Crate warranty covers shipping a new crate back to you within the first calendar year. If your dog crate is older than 12 months you will be responsible for the freight of the replacement parts and or new crate.

We will, at our sole discretion, repair or replace any components that fail in use. In most cases, we will send replacement parts that you as the consumer will need to install.  Such repairs or replacement will be made at no charge to you for parts, you shall be responsible for any transportation charges for returning the products. Replacement products may be new or refurbished at our discretion.

This warranty does not apply to: (i) cosmetic damage, such as scratches, nicks, stains and dents; (ii) consumable parts, unless product damage has occurred due to a defect in materials or workmanship; (iii) damage caused by accident, abuse, misuse, water (in excess of specifications), flood, fire, or other acts of nature or external causes; (iv) damage caused by service performed by anyone who is not an authorized service provider of Impact Dog Crate; or (v) damage to a product that has been modified or altered without the prior written permission of Impact Dog Crate.

THE WARRANTIES AND REMEDIES CONTAINED HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY LIABILITY ARISING UNDER ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, STATUTORY OR OTHERWISE.  Subject to applicable law, in no event shall our liability exceed the purchase price of the product purchased.

 

 

 Privacy Policy

 Your privacy is very important to us. Accordingly, we have developed this Policy in order for you to understand how we collect, use, communicate and disclose and make use of personal information. The following outlines our privacy policy.

  • Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.

  • We will collect and use of personal information solely with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law.

  • We will only retain personal information as long as necessary for the fulfillment of those purposes.

  • We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.

  • Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.

  • We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.

  • We will make readily available to customers information about our policies and practices relating to the management of personal information.

We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

When you visit or log in to our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email or home address. We (or service providers on our behalf) may then send communications and marketing to these email or home addresses. You may opt out of receiving this advertising by visiting https://app.retention.com/optout



 

Coupon Code & Promotional Gift Card Conditions

  1. Coupons cannot be combined.

  2. Coupons are only available for contiguous US residents only. (Hawaii, Alaska, and APO addresses are not valid for promotions)

  3. Promotional Gift Cards expire after 1 year from activation