SHIPPING & RETURNS
SHIPPING POLICY
At Spring City Pet Products, we take care to ensure your handcrafted pet furniture is packaged securely and arrives safely at your home.
Most orders typically ship within 3–5 business days. Because some of our products are made to order, processing times may vary depending on current inventory, product selection, wood species, finish, and production requirements. Most customers should expect delivery within approximately 10–14 days from the date of purchase, although carrier transit times and other circumstances outside of our control may affect delivery.
We currently ship throughout the United States and Canada. Shipping costs are calculated at checkout based on the products ordered and delivery destination.
Once your order has shipped, tracking information will be provided so you can follow your shipment through delivery.
Shipping Damage
We carefully package our products to help protect them during transit. If your order arrives damaged, please contact us as soon as possible and include photographs of both the damaged product and its shipping packaging.
If your product was damaged during shipping, Spring City Pet Products will replace the damaged item at no additional charge.
Please retain the product and all original packaging until the issue has been resolved, as photographs or additional information may be required to process a shipping claim.
If you have any questions about the status or delivery of your order, please contact us and we'll be happy to assist you.
RETURN & EXCHANGE POLICY
We want you to feel confident when ordering from Spring City Pet Products. Because many of our products are handcrafted and some are made specifically for an individual order, return eligibility depends on the type and condition of the product.
Standard Products
Standard, in-stock products may be eligible for return within 14 days of delivery. Returned products must be unused, undamaged, and in their original condition.
Customers are responsible for return shipping costs unless the product arrived damaged or defective. Original shipping charges are not refundable.
Please contact us before returning any product. Returns sent without prior authorization may not be accepted.
Made-to-Order & Custom Products
Products that are made to order, customized, or produced as part of a special request are final sale and cannot be returned or exchanged due to a change of mind, preference, or décor.
If a made-to-order or custom product arrives damaged or has a covered defect, please contact us so we can make it right.
Cancellations
Orders may be canceled within 24 hours of purchase for a full refund. After this period, cancellation or changes may not be possible because materials may have been prepared or production may have begun.
Natural Wood Variations
Because our products are made from real wood, variations in grain, color, knots, texture, and other natural characteristics are expected. These differences make each handcrafted piece unique and are not considered defects.
The appearance of your product may therefore vary somewhat from photographs shown on our website.
Damaged or Defective Products
If your product arrives damaged or you believe it has a defect in materials or workmanship, please contact us promptly and include photographs of the product and, when applicable, its shipping packaging.
Products damaged during shipping will be replaced at no additional charge in accordance with our Shipping Policy.
Please contact Spring City Pet Products before initiating any return or exchange so we can provide instructions and determine the best way to assist you.