Store Policies

Accepted Methods of Payment. We accept Paypal, Visa, Mastercard, American Express and Discover.

Shipping Time. The time needed to ship merchandise will vary depending on the shipment's location and the particular time of year. Customers should expect a 7-10 day delivery time.  We only ship within the USA, excluding Alaska and Hawaii.

Shipping Methods. Merchandise will be shipped using Ground Service where possible. In addition, some items may be shipped directly from the manufacturer to customers.  Shipping is based upon weight and location.  Oversized items may require additional shipping costs.

Damaged Shipments. Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier.

Manufacturers Defects. If a product appears to have a manufacture’s defect, email our Customer Service department for instructions. Do not return products to us without first contacting us to receive instructions. If an item is to be returned to us due to manufactures defect, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.

Return Merchandise Policy. Permission for any return merchandise must be secured from our return department. You have 30 days from the ship date to receive refunds. You must email the refund request to support@PoochHouse.com (with "RETURN" in the subject field), at which time the return authorization number (RA#) with return instructions will be sent to you. No packages will be accepted without a Return Authorization Number written clearly on the package. We'll notify you via email of your refund once we've received and processed your return.  Return policies and procedures may change without notice.  All customers are bound by our return policies and procedures in effect at the time a return is made. Products being returned must have a RA# issued before returned. Some of our products are shipped directly from the manufacturer.  If your product was shipped directly from a manufacturer, we will provide you with address for returning your product.  If you ship these items to us, then we will charge you the cost of shipping the item(s) to the manufacturer or we may, at our option, refuse delivery. Any products tha have been used, display excessive wear, are dirty, have pet hair on them, or other signs of prolonged use are not eligible for a refund.  The following products are not eligible for a refund due to health and sanitation issues: Spotty Training place, WizDog and Doggie Dooley products, or any treats or shampoos or flea products of any kind. Some items may have restocking fees-Solvit, Snoozer, General Cage, K&H beds, Cardinal or Richell Pet Gates, and Big Shrimpy Dog beds.

If you received a different product than initially purchased, the item must be returned with the following:

·  All original contents (product, manuals, instructions, etc.).

·  Original packaging.

·  Original invoice or receipt.

Once a return is authorized by our return department you should:

1. Return the item to the address given to you by our return department with the original invoice or packing slip. 
2. Write the Return Authorization Number clearly on the box or package.
3. Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. We can not be held liable for return merchandise that does not reach our return department.

We can refund shipping costs only if the return is a result of our error. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors. The limit of our liability is the replacement cost of any item you purchase from us.

Credit card charge backs.  Any credit card payment that is charged back to the site will incur a $30.00 additional admin fee that is passed on to us by merchant services.