Though an overwhelmingly large amount of our customers love our products and often purchase from us again and again, occasionally something goes wrong and we are ready to make things right! We truly want you to love your Habitat Haven Catio! If you are unsatisfied because of an item defect or any other reason, please contact us as soon as possible (preferably within 5 business days) after receiving your order so we can resolve the issue to your satisfaction. Overall we will bend over backward to ensure you are absolutely delighted with your purchase, so let us prove it, and contact us if there is a problem! Our team typically responds within 1-2 business days.
Now, on to the fine print!
Order Cancellations
After an order is placed, you have 24 hours to request an order cancelation for a refund. A minimum 5% cancellation fee will be applied. It is important to note that our enclosures, tunnels, towers, bridges, stairs, awnings, hammocks, and other items are hand-made to order in our workshop in Oxford, Michigan. This means that we custom fabricate each component especially for you. This also means that any attempt to cancel an order after we have started the process of fabricating your order results in a very large cost to Habitat Haven.
Due to this, once the 24-hour cancellation period has passed, there is a minimum cancellation fee equal to 20% of the order value for standard catalog items up to a maximum of 50% based on how much time has elapsed since your order was placed and how far along in the fabrication process your order is at the time of the request. In all other circumstances, including but not limited to modified enclosures, custom configurations, and special-order items, cancellations are not accepted.
Returns
We will accept the return of any non-custom catios, pre-designed catio kits, tools, shelf brackets, hammocks, and cat doors priced at $4000 or less for a refund of the purchase price of the product less any applicable restocking fees as outlined within this policy within 30 days of the delivery date to the customer. There will be a minimum 20% restocking fee for any items constructed of wire mesh including pre-designed catios and standard cataloged enclosures, stairs, towers, tunnels, etc. There will be a minimum 10% restocking fee for all other items not listed above.
In all other circumstances, including but not limited to modified enclosures, custom configurations, and special-order items, all sales are final.
Habitat Haven can arrange the return shipment if needed. However, the cost of shipping the returned item(s) will be the customer’s responsibility. This includes both inbound shipping (back to us) and outbound shipping (the original delivery costs from our location to you if your order shipped for free). Shipping and handling charges are not refundable under any circumstances.
If the product is damaged during delivery to the customer, this in no way extends our return policy to cover refunding shipping and handling costs.
We cannot accept returns and will not issue credits for products damaged due to the customer’s improper packaging, including damage incurred while shipping the product back to Habitat Haven. It is the customer’s responsibility to properly package and insure returned packages as well as handle any claim issues regarding damage during the return.
We cannot accept returns for used or opened accessory items unless it is due to a defect with the product (see more information below regarding defective items). This includes and is not limited to awnings, hammocks, and tool products.
We cannot refund items that have been returned with any type of animal contamination such as, but not limited to, fur, feces, or urine. If we receive returned items with contamination on them, they will be returned to the customer at the customer’s expense and cleaned of any contamination to be returned to Habitat Haven, or the value of the contaminated parts will be deducted from the total dollar amount of the refund.
Once returns are received by Habitat Haven, they will be inspected for use and/or damage. Acceptance of a return from an outside carrier does not mean Habitat Haven agrees the products are in acceptable condition for a refund. Once the packages are opened and inspected, any part in damaged or unacceptable condition will be deducted from the return amount. Cages and accessory items are not necessarily inspected immediately upon receipt. Unacceptable or missing items will be deducted from the refund amount at the full retail price. It is solely at Habitat Haven’s discretion to determine if the parts are in acceptable condition or missing.
We do not offer refunds for defects in wood or bamboo. These features occur naturally in these types of materials and should be expected initially or over time. This includes and is not limited to knots, minor cracks, smoothness, splits, and/or warping. Care is taken prior to shipping to ensure material defects that may affect performance are removed prior to shipping. It is at Habitat Haven’s discretion to determine if a flaw warrants a replacement or refund.
We are always working with our manufacturers and shipping carriers to ensure our materials and products are of the highest quality and that they arrive as expected, free of defects. However, occasionally, errors may occur and we are happy to work with you to make it right!
We recommend opening your package(s) and inspecting your order as soon as it arrives to ensure speedy processing of claims for defective, damaged, or missing items. We are only able to process claims for defective, damaged, or missing items within the time frames outlined below.
Defective Items
If you find that you may have a defective item in your shipment, please contact us right away. We are available Monday through Friday from 9am to 5pm Eastern time via phone at 866-484-0644 or email at help@habitathaven.com. Please note that we may request photos of the defective parts for further investigation with our manufacturers.
Defective products will be repaired, replaced, or refunded at the discretion of Habitat Haven. If we determine that the item is defective due to a manufacturing defect, we will either (1) work with you on solutions that allow you to use the item (this allows minimal delays in installation when possible); (2) replace the defective items at no cost to you; or (3) in special circumstances the items may qualify for a refund or alternative solution.Faults due to misuse or modification by the customer are not covered by this policy.
In some instances, we may ask that defective items are returned for closer inspection.
Damaged Items
Should your items be damaged by the carrier in transit, pleasecontact us immediately. In order to file a claim with the carrier and send replacements quickly, we may request photos of the damaged package(s) and any items subsequently damaged prior to shipping replacements. Damaged packages and/or items should be reported within 14 days of delivery.
If your shipment was sent via freight on a wooden pallet and arrived with damage, pleaseaccept the delivery and note that it arrived “Damaged”on the Bill of Lading or delivery receipt before the driver leaves.Always accept a freight delivery! Refusing the delivery is not recommended. If you refuse a freight delivery for any reason it will result in significant delays in receiving your order and any additional shipping fees, restocking fees, or other fees incurred for refusal are the responsibility of the customer.
If you suspect damage, it is important to photograph the pallet prior to unwrapping/unpacking, then to also photograph any damages to items on the pallet. We will collect these photos from you in order to submit a claim with the carrier and quickly provide you with options for repair or replacement parts.
Habitat Haven reserves the right to request proof of damage before providing any replacement parts. Typically digital photos are requested, but Habitat Haven may request that the damaged item is returned before a replacement can be shipped. Return requirements and/or proof will be requested at Habitat Haven’s discretion.
Missing Package/Shipment
Because our products tend to be quite large and heavy, they are typically shipped on a wooden pallet. When your order is shipped, you should receive an automated email that contains your shipping and tracking information. You can refer to the provided tracking information to determine the total number of packages in your shipment if there is more than one.
In most cases, all packages will be shipped together on the pallet which will arrive as a single shipment. If your items were shipped in multiple, individual packages, they usually tend to arrive on the same day, however, this is not always the case. If your shipment contains multiple individual packages it is possible that they may arrive over the span of a few days. You can always use the provided tracking information to determine the status of any individual package in the shipment.
If you believe that a package in your shipment has been lost by the carrier, pleasecontact us immediately so that we can take the next steps in investigating and recovering the package. After a missing package is reported, most carriers have up to 48 hours to locate a package before we are able to file a claim and replace any missing packages. Freight carriers allow up to 7 business days to relocate any missing packages. Claims for missing packages cannot be accepted after 21 days from the date of delivery, as specified by tracking.
Missing Items
After your order arrives, we recommend that you open your package(s) and inspect the contents to ensure you received all items and that no items were damaged in transit.
Although exceedingly rare, if you find that you are missing items from your shipment, you can submit a claim. In some instances, we may contact the shipping carrier to determine if the missing items were lost in transit. Should we determine that the items were in fact missing, we are only able to provide replacement parts for missing items within 30 days of delivery. Habitat Haven reserves the right to investigate claims of missing items to determine whether a claim warrants a no-cost replacement.
We may request the following in order to investigate and process a claim for missing items:
If missing items are reported outside of the standard claims window, Habitat Haven is not responsible for providing no-cost replacements. However, we are happy to work with you on other suitable solutions!