Sending Returns Back to the Online Store:

• Fill out the Online Return Form. Sorry, but no returns will be accepted without this form filled out.
• Returns need to be requested within 30 days of invoice date. Initial and return shipping charges are NOT refundable. In the event of free or discounted shipping with your purchase, our actual initial shipping costs will be deducted from the refund. Return Policy Exceptions listed below.
• Returns must be in new condition and packed in the original manufacturers packaging. Returns must include all components of the original manufacturers package. Returns must include the original invoice dated.
• Wait for an RMA NUMBER and shipping address to ship your product back to.
• Please put the RMA NUMBER in the following two places:
• 1) on your invoice to include in with the package
• 2) on the lower left hand corner of the box you are sending the product back in
• Re-pack your return (in the original carton and/or packaging) and send it to the proper address we provide you along with your RMA NUMBER.
• For your protection we suggest you ship your package prepaid and insured.
• Include your original invoice so we can properly and quickly refund your money.
• Please note whether the product packaging was opened and/or the product was used.
• Ace-Pet-Products.com cannot be responsible for returned packages that are lost in the mail.
• If these instructions are followed properly, you should receive your Return Authorization Number via email within 24-48 hours.
• Please allow 14-21 days, although it is often less, for your return to be inspected and for accounting to refund your money.

Return Policy Exceptions:

• Due to Manufacturer Policies, the following products are to be returned to the manufacturer, and are subject to a 15% restocking fee PLUS the cost of shipping and handling: Dog Kennels, Dog Crates, Outdoor Kennels, Pet Playpens, Small Animal Cages, Vehicle Barriers, Pet Gates, Pet Waste/Disposal Systems and Pet Beds. All Patio Doors returned for anything other than manufacturer defect will be returned at the cost of the consumer and will be charged a 20% restocking fee. All PIF-300 Wireless containment system returns will be charged a 20% restocking fee. The cost of the outgoing shipping will also be deducted from any refund even if the outgoing shipping was "free".
• Items displaying excessive wear are not eligible for a refund. Wire that has been removed from the spool and/or placed in the ground or installed and flags that are rusted or have been used are examples of items displaying excessive wear. These items can not be salvaged and resold.

E-mail us at CustomerService@Ace-Pet-Products.com or call 1-626-797-9457 if you have questions or if we may be of assistance.

    We strive to process your order as quickly as possible in order to get it to you in a very timely manner. If you decide you must cancel your order, please do so by calling our toll-free number: 1-800-865-6734 within 4 business hours of order placement or before your item has been shipped-whichever comes first. No emailed cancellations can be accepted. Orders cancelled after the 4 hour limit, but before shipment, will be charged a 10% cancellation fee. Once the order has shipped, it becomes our customer’s responsibility and a Return Authorization Number must be obtained once your order has arrived.

Refused orders:

    Should you decide that you wish to refuse receipt of an item when delivered by UPS, USPS, FedEx or common carrier and legitimately ordered from us, credit will be issued for the item, minus shipping charges and minus a 20% restocking fee. The credit will be issued once the item has been returned to us and after inspection by our return specialists.