Please note that you will need to contact your retailer directly if you did not purchase product direct from PetStairz by phone or via our website. If you misplaced your original purchase information please note the company that you actually purchased the product from's information is stated on the packing slip under,

"Bill to:" - Please contact them directly.

Thank you for your order!

Please inspect the contents thoroughly upon arrival. If you have received incorrect or damaged items, or need replacement parts, please follow the instructions listed below. Please contact the company you purchased the product from. This policy applies only if purchased directly from PetStairz.com.

Incorrect Item(s) received: If you received an incorrect product, please contact us by email or telephone and provide your full name, order number, daytime telephone number, item # from your order confirmation and any product or mfr numbers printed on the product/packaging received. If we determine that the product received is other than the product ordered, PetStairz/Creature Comforts will either replace with the correct product or apply a refund for the product price and any shipping fees applicable. We may also need to pick-up any incorrect product received, so please keep the exterior shipping carton and any packaging material intact.

• Email: Debbie@petstairz.com
• Tel: 866.778.2479

Damaged Goods: If the contents of your package arrives in a *completely damaged or unusable condition, PetStairz can either replace the product, or apply a refund for the product and any applicable shipping fees once a damage claim has been filed and an inspection report confirms the damage. Please keep the damaged product, all packing materials including the exterior shipping carton and contact us within 3 business days by email or telephone. In all cases where an item is damaged while in transit we must report and file a damage claim with the shipping carrier. Please provide your name, order number, daytime telephone number, item # from your order confirmation, any mfr numbers printed on the product/packaging received and a detailed description of any damage to the box and or product.

*PetStairz DBA Creature Comforts reserves the right to determine if a product is completely damaged or unusable based on, but not limited to the information provided by the recipient and any information obtained from the shipping carrier's inspection report.

Replacement Parts: Any parts that are missing or defective will be replaced. Please contact us directly by email or telephone and provide your name, order number, the item # from your order confirmation or the mfr # from the product packaging and daytime telephone number.

• Email: Debbie@petstairz.com
• Tel 866.778.2479 M-F 8:00am-5pm EST

Returns Instructions: PetStairz DBA Creature Comforts accepts returns for 30 days defective only product with replacement New, unused, undamaged and unassembled items in their original packaging, within 30days from the date for any other reason must be authorized by a factory representative. No returns are accepted without a return authorization number or RMA. For complete return instructions please contact us by email or telephone and provide your name, order number, the item #(s) you would like to return and your daytime telephone number. Restocking fees may apply and return addresses can vary for each item received. Please note: We will need to obtain/assign a return authorization number prior to return. Original and return shipping fees are the responsibility of the recipient. You will be billed for outgoing freight without product replacement.

• Email: Debbie@petstairz.com
• Tel: 866.778.2479 M-F 8:00am-5:00pm EST

Refunds: Authorized Refunds for the return of new, unused, undamaged and unassembled items in their original packaging will be issued within 30 days or no more than two credit card billing cycles upon receipt of the returned product.