Policies

Shipping Policy

For shipping eligibility, costs, dispatch estimates and delivery information, please read our Shipping Policy.

Warranty, Returns & Exchanges

Impact Dog Crates provides a lifetime manufacturer warranty against defects in materials or workmanship for crates, including Secondhand crates purchased from Impact, subject to the original-purchaser and proof-of-purchase requirements. Legacy Tarter crates have a two-year manufacturer warranty and are no longer sold. If you purchased an Impact crate from a third-party seller, warranty claims must go through that seller. Warranties cannot be transferred and are only valid for the original purchaser. Proof of purchase is required. The manufacturer warranty does not cover dog damage. Separate purchased dog-damage protection is available for eligible Collapsible, Stationary and Airline models. Eligible Stationary and Airline two-year plans begin on delivery, allow one replacement and include replacement shipping. Collapsible coverage follows the exact purchased plan. Confirm exact model and edition eligibility; do not assume Mini Stationary or legacy/limited editions are eligible. Secondhand crates are not eligible for dog-damage guarantees or add-on dog-damage protection. Paint is not covered under the warranty policy.

Accessories have a lifetime manufacturer warranty covering manufacturing defects only. Dog damage is not covered. Contact customer support about the exact accessory, claim eligibility and shipping arrangements.

We will, at our sole discretion, repair or replace any components that fail in normal use. In most cases, we will send replacement parts that you as the consumer will need to install. Such repairs or replacement will be made at no charge to you for parts. For covered Collapsible manufacturer-defect claims, replacement parts and their shipping are free in the United States. Outside the United States, Impact pays outbound and required-return shipping; contact support to confirm claim eligibility and arrangements. Shipping terms for other models differ; confirm the terms for the exact claim. Replacement products may be new or refurbished at our discretion. Scratches into the powder coat is considered cosmetic damage and generally does not fall under warranty. If you have any questions in regards to a warranty claim, feel free to contact our customer support team.

This warranty does not apply to: (i) cosmetic damage, such as scratches, nicks, stains and dents; (ii) consumable parts, unless product damage has occurred due to a defect in materials or workmanship; (iii) damage caused by accident, abuse, misuse, water (in excess of specifications), flood, fire, or other acts of nature or external causes; (iv) damage caused by service performed by anyone who is not an authorized service provider of Impact Dog Crate; or (v) damage to a product that has been modified or altered without the prior written permission of Impact Dog Crate.

THE WARRANTIES AND REMEDIES CONTAINED HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY LIABILITY ARISING UNDER ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, STATUTORY OR OTHERWISE. Subject to applicable law, in no event shall our liability exceed the purchase price of the product purchased.

To initiate a warranty claim please submit a request through our Warranty Portal.

Return Policy

To initiate a return please submit a request through our Return Portal.

Eligible crates have a 30-day trial beginning on delivery. Light use in like-new condition is allowed. Dog-caused damage does not disqualify an otherwise eligible crate from a return during this trial, even if you did not purchase dog-damage protection. Cleanliness, original packaging, all original hardware and components, applicable fees and deadlines still apply. Secondhand and final-sale products do not have a trial. Legacy Tarter crates are excluded from this trial and retain their separate original-purchase return/support terms.

A return shipping and restocking fee of $50 applies per returned item under the standard return policy. For customer-paid 54-inch Collapsible return freight or returns from outside the contiguous 48 states, the $50 fee is not added to the customer's return shipping charge. The customer pays the applicable shipping/freight cost; contact customer support to confirm that cost before proceeding.

All returns are subject to inspection and approval by Impact Dog Crates (“Impact”). Returns are processed strictly in the order they are received. Please allow up to thirty (30) days from the date of receipt at our facility for inspection to be completed. During periods of high production volume, processing times may exceed thirty (30) days.

Impact is not responsible for packages lost in transit without proof of tracking. Customers are encouraged to retain tracking information until their return has been fully processed.

Once a return label has been issued, it will expire after 10 days. If the return is not dropped off with the carrier within that time frame, the return will be voided and no refund will be processed.

Refused Packages: If a package is refused upon delivery and returned to Impact, a $50 fee will be deducted from any applicable refund. Shipping and handling costs are incurred even if delivery is refused, and these costs remain the responsibility of the customer.

The inspection process is required to verify the condition of the product, confirm eligibility under Impact’s return policy, and ensure compliance with quality and safety standards.

Returned items may be lightly used but must remain in like-new condition, except for dog-caused damage during an eligible 30-day crate trial. All original packaging, hardware and components are required.

For the health and safety of pets, returned crates must be clean and free from dirt, hair, stains, odor and other contaminants. Light use is allowed under the conditions above. The eligible 30-day trial exception for dog-caused damage does not waive cleanliness, packaging or completeness requirements.

If a product is received in any packaging other than the original packaging, or shows visible wear beyond permitted light use (excluding dog-caused damage during an eligible 30-day crate trial), hair, stains, or odor, Impact will accept the returned shipment for inspection rather than refuse delivery. A higher restocking fee may apply depending on severity after review by customer support. Receiving the shipment does not guarantee a refund or waive the applicable return requirements. Contact customer support to confirm applicable charges.

Except for dog-caused damage during an eligible 30-day crate trial, if a product is returned in damaged condition, with missing parts, or otherwise shows signs of misuse or abuse, Impact will accept the returned shipment for inspection and may charge a higher restocking fee depending on severity after review by customer support. The dog-damage exception does not waive the requirement to include all original parts; refund eligibility remains subject to inspection and approval.

Upon approval, refunds will be issued to the original payment method within seven to ten (7–10) business days. All associated shipping charges, handling fees, and restocking fees are non-refundable and remain the responsibility of the customer, unless otherwise required by law or expressly agreed to in writing by Impact. Impact is not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

54" Collapsible Crate Returns (LTL Freight)

The eligible, non-final-sale 54” Collapsible Crate has a 30-day trial beginning on delivery. Its return freight is customer-paid. This item ships LTL freight on a pallet due to its size and weight; the customer pays the applicable return freight cost without an additional $50 standard return fee.

If a customer would like to proceed with a return, they will be responsible for all shipping costs associated with sending the product back to Impact. The crate must be secured to the original pallet it was delivered on in order to qualify for return transport.

The original pallet and appropriate freight arrangements are required for return transport. Impact will accept a received return shipment for inspection; missing packaging or pallet issues may result in a higher restocking fee after review by customer support. Contact support before arranging freight. Receiving the shipment does not guarantee refund approval.

Non-Returnable Items

The following items are non-returnable and not eligible for refund:

Customized or special-order products (including engraved or modified crates).
Final sale or clearance items.
Checkout+ from historical purchases only. Paid package protection is no longer offered; contact support for the terms of a prior purchase.
Digital Training Courses
Gift cards.
Shipping fees are non-refundable.
Products outside the permitted light-use/like-new conditions, or in damaged or altered condition, except that dog-caused damage is allowed during an otherwise eligible 30-day crate trial.
Products returned without original packaging or missing components.
Any product returned beyond the designated return window, unless required by law.

Please note: Free gifts are not eligible for return or replacement unless covered under a manufacturer defect. We’re happy to assist with any warranty-related concerns, but these items fall outside of our standard return and exchange policy.

Impact reserves the right, at its sole discretion, to determine the eligibility of any product for return or refund.

Additional Return Terms

All returns are subject to inspection and approval by Impact. Return requests will not be processed until the product has been received at our facility, inspected, and deemed eligible under Impact’s policies. Please allow up to thirty (30) days from the date of receipt at our facility for inspection to be completed. During periods of high production volume, processing times may exceed thirty (30) days.

Exchange Policy

To initiate an exchange please submit a request through our Exchange Portal.

We allow one free product exchange per order for customers located in the Contiguous United States.

Exchange must be claimed within 10 calendar days of receiving the product. To qualify for an exchange, items must be in like new condition, lightly used and free from contaminants, wear, or structural damage.

Light use is allowed for exchanges if the item remains like-new, clean, undamaged and complete with all original hardware and components. Exchanges will be refused if items are damaged or do not meet those conditions, or are not in the original packaging. The dog-damage trial-return exception does not apply to exchanges.

Impact will allow one free exchange per order (customer will be responsible for any upgraded cost of the new product).

Customers must have a valid shipping address located within the contiguous 48 United States to be eligible for free product exchange.

Customers located outside of the contiguous 48 United States may initiate an exchange; however, the customer will be responsible for paying return freight shipping charges and duties/taxes associated with the exchange process. The customer is also responsible for paying freight shipping and associated duties/taxes of the replacement product.

54” Collapsible Crate (LTL Freight) Exchange Policy

Eligible 54” Collapsible Crate exchanges must be requested within 10 days after delivery and meet the exchange conditions above. This item ships LTL freight on a pallet. Its exchange freight is not free: customers are responsible for all freight costs associated with returning the original product and shipping the replacement.

The crate must be securely packaged on the original pallet it was delivered on. Exchanges that arrive improperly packaged or not shipped via freight on the original pallet will be denied.

Exchange Shipment Terms

Replacement items ship immediately after the exchange is approved. If the original product is not dropped off with the carrier within 10 days of the exchange label being issued, the customer will be charged the full amount of the replacement item.

Additional Exchange Terms

All exchanges are subject to inspection and approval by Impact. Replacement items ship immediately after the exchange is approved; shipment does not wait for receipt or inspection of the original product. Please allow up to thirty (30) days from the date of receipt at our facility for inspection to be completed. During periods of high production volume, processing times may exceed thirty (30) days.

Returned originals remain subject to inspection and eligibility requirements. If the requested replacement product is unavailable or discontinued, Impact reserves the right to issue a refund or offer an alternative product at its discretion.

Impact High Anxiety Dog Crate Guarantee

Impact High Anxiety Dog Crates products are warranted to be free from defects in materials or workmanship for life to the original owner from the date of purchase from Impact Dog Crates and authorized dealers of Impact Dog Crate products. Warranties cannot be transferred and are only valid for the original purchaser.

Eligible High Anxiety crates include a Lifetime Dog Damage Guarantee, separate from the manufacturer warranty. Secondhand crates retain their manufacturer warranty but are not eligible for a dog-damage guarantee or add-on dog-damage protection. If your dog damages their crate to a point where it is not safely containing your pet, please contact us.

For approved High Anxiety warranty claims within the lower 48 states, Impact covers replacement shipping and any required return shipping, including applicable 54-inch or LTL freight shipments. Outside the lower 48, eligible High Anxiety crates retain both the lifetime manufacturer warranty and the Lifetime Dog Damage Guarantee. When the customer paid the original shipping charge, Impact pays replacement and required-return shipping for an approved claim under either coverage. Contact customer support to arrange warranty transport. The previous first-year/after-12-month freight schedule no longer applies.

We will, at our sole discretion, repair or replace any components that fail in use. In most cases, we will send replacement parts that you as the consumer will need to install. Such repairs or replacement will be made at no charge to you for parts. The shipping terms above apply. Contact customer support to arrange a required return of the original crate or parts and to confirm any applicable freight exception. Replacement products may be new or refurbished at our discretion.

Privacy Policy

Your privacy is very important to us. Accordingly, we have developed this Policy in order for you to understand how we collect, use, communicate and disclose and make use of personal information. The following outlines our privacy policy.

Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
We will collect and use of personal information solely with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law.
We will only retain personal information as long as necessary for the fulfillment of those purposes.
We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.
Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.
We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
We will make readily available to customers information about our policies and practices relating to the management of personal information.

We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

When you visit or log in to our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email or home address. We (or service providers on our behalf) may then send communications and marketing to these email or home addresses.

The website uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages via SMS.

Purchased Gift Cards

Purchased Impact gift cards do not expire and are non-refundable and non-transferable. Apply a gift card when placing the order; it cannot be applied retroactively to an existing order. It may be combined with another payment method. Contact customer support to confirm promotional gift-card, discount-combination or store-credit terms.

Coupon Code & Promotional Gift Card Conditions

Coupons cannot be combined.
Coupons are only available for contiguous US residents only. (Hawaii, Alaska, and APO addresses are not valid for promotions)
Promotional Gift Cards expire after 1 year from activation

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