Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. A credit will be issued to your account/credit card or applied to your exchange, minus original shipping costs and restocking fee of 10% of product cost. After this date our manufacturers’ warranty applies. Regular shipping charges apply on all returns and exchanges. Additional oversized charge will be applied to any XXL - Large size kennels that are returned or exchanged. You may want to insure all returned goods for the full retail price. We cannot be responsible for items which are damaged or lost in shipment when being returned.
To start a return, you can contact us at info@kjcrates.com. Please note that returns will need to be sent to the following address: 12517-129St NW, Edmonton, AB, T5L 1H7, Canada
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

**Returns for change of mind, custom sized,color crates will not be accepted**

K&J Crates Limited Lifetime Warranty

At K&J Crates, we pride ourselves on designing and building high-quality dog Crates that stand the test of time. Each K&J Crate is manufactured to rigorous standards and backed by our Lifetime Manufacturer's Warranty, available to the original purchaser from the date of purchase. We believe in our products because we’ve engineered them to protect and provide for your dog.

Warranty Coverage: K&J Crates warrants that our products are free from defects in materials and workmanship under normal use for the lifetime of the original purchaser. This includes all parts of the crate, including the body, latch, and door. Paint and cosmetic damage (such as scratches, dents, and nicks) are not covered under this warranty.

Who is Covered? This warranty applies exclusively to the original purchaser and is non-transferable. For valid warranty claims, proof of purchase must be provided. Warranty claims must be made directly to K&J Crates and are not applicable for third-party sellers.

Making a Claim: To initiate a warranty claim, please contact our customer support team directly with proof of purchase, your order number, and crate model information. In most cases, we will send the necessary replacement parts directly to you for installation. Should the product need to be returned or exchanged, the customer is responsible for any shipping costs associated with the return.

If we verify a valid warranty claim, K&J Crates will, at our discretion, either repair or replace the defective component or crate. It is usually an easy fix and we will send you the parts and tools so you can replace the parts. Replacement products or parts may be new or refurbished, depending on availability. For products purchased after September 1, 2023, shipping of replacement parts or crates is covered for delivery addresses within Canada and the continental United States.

What the Warranty Does Not Cover Our crates are designed to withstand almost anything but are not indestructible. This warranty does not cover:

  • Dog-related damage: This includes chewing, scratching, or any form of pet-inflicted destruction.
  • Cosmetic damage: Such as scratches, paint scuffs, stains, dents, or minor fading.
  • Normal wear and tear: Including surface blemishes or minor warping from regular use.
  • Improper use and neglect: Damage from misuse, lack of care, or unreasonable handling.
  • Acts of nature or accidents: Damage due to weather events, floods, fires, or other uncontrollable external events.
  • Unauthorized alterations: Any modifications that alter the crate from its original design without prior written permission from K&J Crates.

Crates should not be used as a "chew toy." For dogs with crate anxiety, high energy, or escape tendencies use the chew guards. Chew Guards can also be purchased at checkout or added later if needed. Crate training is a must for any dog that is going to be in any crate.

Discontinued Models
Every effort will be made to repair or replace discontinued models under warranty. If an identical replacement is unavailable, K&J Crates will offer an equivalent model based on availability.

Limitation of Liability
K&J Crates' liability is limited solely to the repair or replacement of the defective product as described. We are not responsible for any incidental, indirect, or consequential damages or for any losses, including but not limited to lost profits or diminution in value, resulting from the use, modification, or misuse of K&J products.

This warranty is the sole and exclusive warranty offered by K&J Crates, replacing all other warranties—express, implied, or statutory—including any implied warranties of merchantability or fitness for a particular purpose.

Questions?
For further assistance with a warranty claim, please contact our customer support team. We’re here to help ensure your K&J Crate remains a durable and reliable safe space for your dog.

 Inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and provide a solution. Please inspect the packaging that it is not damaged from the shipping companies. Take photos of any damage and make sure to notify the courier to note it before you sign for it. 

Exceptions / non-returnable items                                                                                                                                       Certain types of items cannot be returned, i.e. custom products (such as special orders or personalized items)  clearance/discontinued items or open box sale items. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or custom sized or color crates.

Exchanges                                                                                                                                                                                     The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. There is a shipping fee applied to all returned crates plus a 10% restocking fee applied to all exchanges. We will provide return shipping labels for exchanges. There will be additional oversized charges applied for any XL & XXL crates that are returned or exchanged. We will insure all returned goods for the full retail price if we booked the shipping for you. We cannot be responsible for items which are damaged or lost in shipment when being returned if they are not insured.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You are responsible for the shipping return cost.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@kjcrates.com.