Except for special orders, personalized or monogrammed items and SHERPA carriers, merchandise items can be returned for any reason within 30 days of delivery for a refund subject to the terms and conditions of our Return Policy below (unless noted differently on an item’s order and description page).  We strive to be honest and fair and invite you to compare our Return Policy with others you may find on the Internet. At Petsnap.com, when you return an item we shipped to you for free, we do not deduct outgoing shipping costs from your credit. It's our way of standing behind our products and because this is a cost is often imposed by other web sites, it is a potential a benefit to you. We do subtract a restocking fee of 20% of the purchase price on all items accepted and returned to inventory. This helps to offset the expense of inspection, processing and fees imposed by suppliers. 

Return Policy and Procedure
Contact us by telephone or email prior to your return and and we will provide you with a Return Authorization Number and a return shipping address (some items may return direct to the manufacturer).  It's always a good idea to insure the return for its full value against loss or damage - this is usually not expensive.  

Include your name, address, phone and Return Authorization Number with your return.  Once it is underway, please email the Tracking Number to: Service@Shop-Carolina.com   This helps us to keep an eye on things and to properly credit your return.  

To qualify for a refund, returned items must be received in original, re-usable packaging and be in original, new and re-stockable condition (that includes no pet hair, paw prints, etc). All returns are subject to a restocking fee.

Special and custom orders do not qualify for refunds.  Items not returned in original, new and re-stockable condition do not qualify for a refund.  Sherpa pet carriers do not qualify for a refund.  Items returned without a Return Authorization also do not qualify for a refund.  Items returned that do not qualify for a refund will be held for up to 10 days pending your instructions to donate the item to a thrift charity, destroy or return-to-you (at your expense).  

Exchange Policy 
Exchanges can be made under our Return Procedure.  You can order the new item you wish through our website and we will provide credit for your old item once it has been returned and accepted.  Or, you can return your old item for credit first and then order your new item.  A restocking fee of 20% will be withheld on all items returned and accepted for exchange.

Damaged, Defective and Incorrect Items 
If you receive a damaged,  defective or incorrect item, we will work to correct your order.  We may be able to provide necessary pieces and parts to correct an order or we may arrange for items to be picked up by the shipper, provide you with instructions for the pickup and provide delivery of proper items at no additional cost to you. 

If you receive a damaged, defective or incorrect item and you decide you do not want us to correct your order and you no longer wish to keep your order, you may return the item under our Return Policy and Procedure.  Once inspection determines that the item was damaged, defective or incorrect - restocking fees will not be withheld from your credit.

Refused Deliveries and Incorrect Addresses
Please check the delivery address of your order carefully.  If delivery cannot be completed or if delivery of a purchased item is refused, credit will be limited to 80% of the purchase price.