Exotic Environments Mountain Top Castle with Moss

PET LIFE, TOUCHDOG and DOG HELIOS

For NFL products use the following as a guide for your order:

SIZE CHART (SEE BELOW FOR HOW TO MEASURE)

Coastal Pet

NEW UPDATE: Due to the COVID-19 Pandemic, we are temporarily NOT accepting any returns or exchanges to ensure everyone's safety and well-being.

Returns
Our policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.  Please note the limit on number of days is set to cover a range of policies from all of our different manufacturers and/or suppliers.  In some cases, we are limited in what we can do.  However, please know we will do everything we can, within reason, in that 30 day period for our customers.

To be eligible for a return, your item must be unopened, unused and in the same condition as when you received it. It must also be in its original packaging. A 25% return and restocking fee will apply.

Several types of goods are exempt from being returned. Perishable and consumable goods such as pet food, treats, medications, supplements cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer or the address from which it shipped.  Instead please email us at contact@thugdoglife.com so we can provide you with the best address for all qualifying returns and/or exchanges. Based on your specific circumstance and location, warehouse address can vary.

There are certain situations where only partial refunds are granted (if applicable).

• Books with obvious signs of use, electronic and digital products once purchased, opened and/or used.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@thugdoglife.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items can NOT be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@thugdoglife.com and we will provide you with the best address for your exchange.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should email us first at contact@thugdoglife.com. Based on your order's specific circumstances and our closest warehouse, we will then provide you with the best address to ship your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are always non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Free Shipping on all orders over $49.99 (before taxes)

NEW: Portland Pet Food ships FREE to all contiguous 48 if order is over $49.99 or standard shipping if below. All other dog & cat food brands only ship to IL, IN, KY, MI, OH, TN, WI

For brands other than Portland Pet Food we offer free delivery of dog and cat food, for orders over $49.99 to the following States: Illinois | Indiana | Kentucky | Michigan | Ohio | Tennessee | Wisconsin.  For orders less than $49.99, we offer standard shipping.  We continue to work towards gaining access to the remaining contiguous States for all other dog/cat food brands.  We apologize for the inconvenience.

For all non-dog/cat food items, we will continue to ship throughout the contiguous United States.  The free shipping on orders over $49.99 will continue for all non-Dog or Cat food items.  The contiguous areas is comprised of the 48 adjoining U.S. states (plus the District of Columbia) on the continent of North America. 

We strive to place your orders quickly and ship orders using the best available method possible.  Note, severe weather delays elsewhere can always impact local delivery timelines.  Our shipping providers employ internal mitigation strategies around weather over which we have no control.  Once your order is processed and handed to the shipping partners, we fall under their established protocols and procedures.

Your order can ship from one of our shipping/fulfillment locations: CA, IN, or NJ.  In some cases, depending upon what you ordered, it might ship from more than a single location or need to be shipped from a specific location.  If your order is split for shipping purposes, you will receive individual package updates.  Our goal is to always get you the cheapest possible shipping in real-time.  Therefore, in the background we employ real-time shipping rates from multiple vendors to optimize each order for the lowest possible shipping cost and fastest delivery time for your entire order.

Most orders are shipped out within 1-2 business days; holiday exceptions may apply. Transit time for orders shipping within the United States is anywhere between 2-7 business days; unforeseen factors like extreme weather (hurricane, floods, fire, etc.) or vendor related delays may apply.  Depending on the order, we may use FedEx, the US Postal Service, or other premium service providers.  You will receive a tracking # and the carrier used to ship your order once your order ships.  

Please allow up to 24 hours for https://www.fedex.com/en-us/home.html, https://tools.usps.com or other tracking services to display package travel history and delivery dates.  Note: Our shipping partners do NOT deliver to Post Office (PO) Boxes. We recommend shipping to your home or other non-PO Box address to ensure on time delivery.

We ship thousands of orders per day.  Please always include accurate name, shipping address and contact details.  Double check your order for product and shipping accuracy before placing it.  Mistakes will result in delays and we do not want our customers to encounter a frustrated experience while shopping with us.

As a reference to help you roughly approximate delivery timelines, please see a map of an order shipping from our West Coast warehouse with FedEx:

As a reference to help you roughly approximate delivery timelines, please see a map of an order shipping from our East Coast warehouse with USPS: 

Although we strive for excellence in everything we do, we realize life happens.  If there is any issue, we will always do our best to resolve those to our customer's satisfaction.  In case shipping damage occurs, have the box and merchandise inspected by the delivering carrier and notify us immediately. (Please SAVE the container with merchandise). Any order issues & damages must be reported within 48-hours.

Returns must be sent via a reputable shipping company such as UPS, USPS or FedEx and must have a tracking number.

**Note: In some instances, due to weight, size or bulk of the item being shipped, additional charges may apply.

1. We strive to have our order fulfillment locations be close to our manufacturers and suppliers so we can help cut back on "redundant" shipping related costs and pass those savings on to our customers.

2.  Our order fulfillment locations do NOT all carry the same items.  Larger orders will more likely be split between two or more locations and require multiple packages to be shipped.  Once your order ships, you will always get up-to-date details regarding your order for tracking purposes.