Shipping Policy:

Your order is process and shipped within 2 business days. You will receive an email with the tracking number. If there is an unexpected back-order, we will email the estimated shipping time. You may choose to wait or cancel your order. Shipping Rates are based on the amount of your order, see chart below. At this time we are offering FREE Shipping on ALL Pet items.

Returns:

We stand behind our products 100%. All return items must be in new and unused condition. Original packaging and tags. Please notify us via email within 10 business days after receiving your order. You can return your items for an in store credit for 100% of your purchase price (less shipping charges). In store credits are good for up to 1 year from the date of your purchase. If your order originally qualified for free shipping, then we will withhold up to a $15.00 S&H fee to help offset labor, materials, and shipping expense. The majority of return requests will be processed within 3 business days of receipt of the returned product. All return shipping costs are the responsibility of the customer except in a case where ITBARKS shipped a defective or incorrect item. You are responsible to ensure that the item reaches us, so you should use a reputable shipping company with tracking numbers. We are not responsible for items that are shipped back to us and never reach us.

*** Non-Returnable Items under any circumstance: Food and healthcare products, scratch posts, beds, jewelry. All pet carriers, totes and pet bags are not eligible for refunds. If they are unused, in the original packaging and not custom orders, then we will allow you to exchange them for another bag, tote or carrier of equal or greater value. We will charge your credit card for the shipping costs and any price variance. Any carrier exchange requests must be made within 48 HOURS of receipt of your order, and must be done via email (thesundeckmail@aol.com). This is to ensure that pet carriers are not used and later returned for an exchange.

Returned products must be in new and unused condition, in the original box with all the documentation, parts, and accessories to insure credit. "New and unused" means sale-able condition, not dirty and not washed. We cannot accept returns for an item with any indications that it has been used.

***Health regulations prevent sellers from taking back carriers and other pet items that have been used. This is for the health and safety of pets, to protect them from contagious diseases and pests ***

Canceling Your Order:

If you have placed an order and would like to cancel it, please call us at (866)-437-4409 within 24 hours or email us at thesundeckmail@aol.com. Please include your, name, phone #, and a brief description of your situation. We will follow up with you as soon as possible.

Shipping Chart

Condos N Beds