CUSTOMER CARE
Choosing a ramp is only the beginning. Here is how we help with your delivery, support your ramp and guide you through a return or exchange when something is not quite right.
Shipping & delivery
Planning your delivery
Delivery arrangements depend on the ramp, its availability and the destination. Before placing an order, you are welcome to email us with the model or finish you are considering and your delivery region. Our team can confirm the current dispatch arrangements, available service and estimated timing for that order.
If you need a ramp for a particular date, please check with us first. A delivery estimate should not be treated as a guaranteed appointment, especially when a carrier or a border inspection is involved.
Shipping charges and destinations
Please check the shipping charge presented for your order before completing payment. If your location is not available, or the charge is unclear, contact us before ordering so we can help you check the options. Shipping arrangements for separately ordered parts and accessories may differ from those for a complete ramp.
For an international delivery, ask us to clarify any applicable import duties or local taxes before purchasing. Do not assume that a shipping charge also includes every destination-country charge.
Following your parcel
Keep the email address on your order up to date so that dispatch and tracking information can reach you. Once tracking is available, use it to follow the carrier's updates. If an update is unclear or your parcel appears delayed, send us your order number and the latest tracking information so we can help investigate.
If a parcel arrives damaged or does not arrive
Check the packaging and the ramp when your delivery arrives. If there is damage, keep the box and packing materials, photograph the outside of the parcel and the affected area, and contact us promptly. Please do not discard damaged parts or send anything back before we have provided instructions.
For a missing parcel, include the delivery address used on the order and any delivery notification or tracking reference. These details help us identify the shipment and work through the next steps with you.
Warranty & ongoing support
Our three-year coverage
Your ramp is covered by a three-year warranty for manufacturing defects in materials or workmanship, shipping damage reported promptly, and faults that affect its intended function during normal use. The warranty is intended to address a product problem, rather than the ordinary cosmetic changes that can come with everyday use.
How to request help
Email us with your order number, a description of what has happened and clear photographs. For an issue noticed on delivery, include photographs of the shipping box as well as the ramp. If the problem is difficult to show in a photograph, a short video or an explanation of when it occurs can help us understand it.
Our team will review the information and explain the appropriate next step. Depending on the issue, a remedy may involve replacement parts, a repair or a replacement ramp. Please wait for our instructions before arranging your own return or carrying out a repair you expect to claim under the warranty.
What is outside the coverage?
The warranty excludes outdoor use, misuse, accidents or external damage, ordinary wear and tear, and purchases through unauthorized sellers. Minor scuffs or gradual wear on a walking surface do not, by themselves, mean that a manufacturing fault has occurred.
Support after the warranty
You can still contact us about a ramp after its warranty period has ended. Send the model, order details if available, and photographs of the part involved. We can discuss any available repair or replacement-part options and confirm costs before you decide how to proceed.
Returns & exchanges
A 60-day window to check the fit
You may request a return within 60 days of delivery. This gives you time to introduce the ramp to your dog and see how it works with your furniture and floor space. Keep the packaging, hardware and any included materials while you are deciding.
If your dog is hesitant to use the ramp, you are welcome to contact us before returning it. Tell us about your setup and what happens when your dog approaches the ramp. We can help you discuss the next steps. If you would like additional time, ask before the return window ends; an extension should not be assumed unless we have confirmed it.
Return eligibility
A returned ramp must be in good condition, include all original parts and inserts, and be packed in its original box or suitable equivalent packaging. Ramps used outdoors are not eligible for return. Before packing, check that loose hardware and detachable components are safely secured so they do not damage the ramp in transit.
Start with an email
- Request authorization. Send your order number, the product you wish to return and the reason for the request.
- Receive your return instructions. We will provide an RMA number and a prepaid return label. Ask us if you need help checking collection arrangements.
- Prepare the parcel. Include the parts and inserts, pack the ramp securely and write the RMA number clearly on the outside of the box.
- Use the supplied instructions. Send the parcel only after authorization and retain the carrier receipt or tracking reference.
- Allow for inspection. Once the return reaches us, it is checked before the applicable refund is processed.
An RMA lets us connect the parcel with your order. An unapproved or unidentified return can delay handling, so please contact us before sending anything back.
Return processing charges
For a standard return, the following flat charge is deducted from the refund. A prepaid return label does not remove this charge. There is no additional restocking fee.
| Product | Return processing charge |
|---|---|
| Step-Ramp | $20 |
| Couch Ramp | $30 |
| Small Bed Ramp | $40 |
| Large Bed Ramp | $50 |
If the ramp has a manufacturing defect or arrives damaged, the related return shipping and replacement are handled without a return charge. Contact us with photographs first so that we can arrange the correct resolution.
How refunds are handled
Following receipt and inspection of an eligible return, the refund is sent to the payment method used for the purchase, less the applicable processing charge. Your payment provider may take additional time to show the credit. Keep your return tracking details until the process is complete, and contact us if you need an update.
Changing to another model or finish
If another model or finish would suit your home better, contact us to arrange an exchange. Return shipping for an approved exchange is covered. If the replacement has a different price, the difference is charged or refunded accordingly.
Tell us which replacement you would like before returning your current ramp. We can check availability and explain the exchange arrangements so you know what to expect.
Cancellations & order changes
If you need to cancel an order or change a product, finish or delivery detail, email us as soon as possible with your order number and the exact change requested. Sending a request does not automatically stop fulfillment.
Once an order is being prepared or has been dispatched, a change or cancellation may no longer be possible. We will check the order's status and let you know what options remain. Please wait for confirmation rather than placing a duplicate order while a change is being reviewed.