Before making a purchase, we encourage you to read through the following policies and procedures:
If you still have any questions, concerns or problems, please feel free to contact us for additional information.
Shipping Within Mainland USA
All orders that are delivered to addresses within mainland USA are shipped for free. We will be closed for our winter break February 23 - March 3, 2024; orders placed during that time will ship out once we are back the week of March 4, 2024. Generally, orders placed with us will leave our warehouse within 3 business days (typically faster). If an item you order happens to be out of stock, we will contact you to inform you. Although your item may ship out immediately, it may take longer than that to receive your tracking number. Tracking numbers will be sent to you via email as soon as that information becomes available to us. Generally, we will ship all orders via FedEx Ground, but we reserve the right to use any major carrier with a comparable transit time.
Domestic Shipping to Outer USA
We do not typically ship to the outlying USA states & territories, but feel free to contact us to ask for an exception (and possible shipping quote).
We do ship to Canada! Duties and taxes are not included in the shipping cost and are the responsibility of the recipient.
At this time we do not offer international shipping to any countries besides Canada.
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. Most of our products are backed by a manufacturer's warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us. If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
We are happy to accept returns of unused products purchased from PuppyStairs.com within 30 days of you receiving your order. Shoot us an email at firstname.lastname@example.org to request a return and we’ll email you a return shipping label. The cost of the return shipping will be taken out of your refund/store credit.
For exchanges: You'll receive a store credit for the original purchase price paid less the cost of return shipping and a 25% restocking fee.
For refunds: You'll receive a refund of the original purchase price paid less the cost of return shipping and a 25% restocking fee to the original form of payment.
Rest assured that your personal and credit card information is safe with us. We utilize a firewall and also protect all transactions using Secure Sockets Layer (or SSL, sometimes referred to as a secure certificate), which is an encryption technology that works with Netscape, Microsoft Internet Explorer, and AOL browsers. This ensures that only we can view your personal information.
You know how a lot of people are scared of flying, even though it's statistically safer than driving? The same paradox exists for online credit card use versus traditional credit card use. Online purchases are statistically safer than using your credit card at a restaurant or department store. Technical experts state that online purchases are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the liability for you up to $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at our site while using the secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting guidelines and procedures.
Your use of this site demonstrates your acceptance of the following terms & conditions. If you do not agree to these terms & conditions in whole or in part, please do not use this site.
Electronic Communications - You agree to receive communications from us electronically (via email). You agree that all agreements, notices, disclosures, and other communications we provide to you electronically satisfy any and all legal requirements that such communications be in writing.
Product Reviews - Unless indicated otherwise, when you post content or submit material on our site, you grant us a nonexclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You also grant us and our sub-licensees the right, but not the obligation, to use the name that you submit with such content. You represent and warrant that you own or control all rights to the content you post or submit; that the content is accurate; that use of the content will not violate this policy; and that the content will not cause injury to any person or entity. You agree to indemnify us for any and all claims resulting from content that you submit or post. You agree that we have the right, but not the obligation, to monitor, edit, and/or remove any activity or content. We shall have no responsibility and assume no liability for any content posted by you or anyone else.
Copyright & Trademarks - This website and its contents are intended for your personal use. Unless otherwise noted, all content on this site, including text, graphics, logos, button icons, images, audio clips, and software, is our property and is protected by United States and international copyright laws. All software used on this site is our property and is protected by United States and international copyright laws. Third-party content providers also own copyrights in the content original to it. You may not modify, publish, adapt, transmit, participate in the transfer or sale, exhibit, distribute, display, reverse engineer, decompile, dissemble, perform, reproduce, create derivative works from, or in any way exploit any of the site content, on this site, in whole or in part. You may download or copy one copy of the site content for personal, noncommercial use only, provided that no changes in or deletion of author attribution, trademark, legend, copyright notice, or other proprietary notices shall be made. Downloading or copying site content for other than personal, noncommercial use is expressly prohibited without the prior written permission of us or any other copyright owner. You acknowledge that you do not acquire any ownership rights by downloading or copying any of the product listings, descriptions, or prices, nor may you frame or utilize framing techniques to enclose any trademark, logo, or copyrighted material from the site or use any meta tags or any other hidden text utilizing our names or trademarks, without our express written consent.
You shall be solely responsible and liable for any and all damages resulting from any infringement of copyrights, proprietary rights, or any other harm resulting from any uploading, posting, or submission of your content on the Site. All rights not expressly granted herein are reserved.
Product Descriptions and Prices - We attempt to describe products featured on this site as accurately as possible. However, we do not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. In the event a product is listed at an incorrect price or with incorrect information due to a typographical error or an error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for products listed at the incorrect price. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, we shall immediately issue a credit to your credit card account in the amount of the charge. We apologize for any inconvenience this may cause you. (If you are not completely satisfied with your purchase, you may return it as described in our Return Policy).
Copyright Infringement Claims - If you believe that any material or content posted on this site constitutes copyright infringement, please contact us and we will make all efforts to remedy the situation as quickly as possible. (This notice is issued pursuant to the Online Copyright Infringement Liability Limitation Act.).
Protecting Children - We are careful to protect the safety and privacy of children. Our web sites are general audience sites. Children under the age of 13 should always ask their parents or guardians for permission before providing any personal information to anyone online. We urge parents and guardians to participate in their children's online activities and use parental control or other web filtering technology to supervise children's access to the Internet.
Disclaimer of Warranties - EXCEPT AS EXPRESSLY STATED HEREIN, WE MAKE NO REPRESENTATIONS OR WARRANTIES, EITHER EXPRESS OR IMPLIED, OF ANY KIND WITH RESPECT TO PRODUCTS SOLD ON OUR SITE. EXCEPT AS EXPRESSLY STATED HEREIN, WE EXPRESSLY DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, OF ANY KIND WITH RESPECT TO PRODUCTS SOLD ON OUR SITE, INCLUDING BUT NOT LIMITED TO, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. BY USING AND PURCHASING PRODUCTS FROM THIS SITE, YOU AGREE THAT IN NO EVENT SHALL WE, OR OUR REPRESENTATIVES, BE LIABLE FOR SPECIAL, INDIRECT, CONSEQUENTIAL, OR PUNITIVE DAMAGES RELATED TO PRODUCTS SOLD.
Our failure to exercise or enforce any right or provision of the Terms & Conditions shall not constitute a waiver of such right or provision. If any provision of the Terms & Conditions is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties' intentions as reflected in the provision, and the other provisions of the Terms & Conditions remain in full force and effect. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of this site or the Terms & Conditions must be filed within one (1) year after such claim or cause of action arose or be forever barred.