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Shipping policy

Shipping Policy

Last updated: April 2026

This Shipping Policy describes how Impact Dog Crates ("Impact," "we," "us") processes, ships, and delivers orders placed at impactdogcrates.com. By placing an order with us, you agree to the terms set out below. This policy is incorporated into and forms part of our Terms and Conditions.

1. Where We Ship

We ship to addresses within the United States, including Alaska, Hawaii, and APO/FPO addresses (additional shipping fees and longer transit times may apply outside the contiguous 48 states).

Promotional offers, coupon codes, and free shipping are limited to the contiguous 48 United States. Customers in Hawaii, Alaska, and at APO/FPO addresses are not eligible for promotional shipping or coupon offers.

For Canadian orders, please visit our Canadian store, which operates under separate shipping terms.

2. Free Shipping

We offer free standard shipping on orders over $499 shipped within the contiguous 48 United States. Free shipping does not apply to:

  • Orders shipped to Hawaii, Alaska, or APO/FPO addresses
  • LTL freight orders (including the 54" Collapsible Crate, where noted)
  • Returns, exchanges, or warranty replacement shipping (see Section 8)

3. Transit Time & Carriers

Once your order ships, you can typically expect it to arrive within 5–7 business days. Transit time is in addition to the lead time posted on each product page.

We ship via UPS and FedEx for standard parcel orders. Large orders and the 54" Collapsible Crate ship via LTL freight (see Section 4).

Transit times are estimates provided by the carrier and are not guaranteed by Impact Dog Crates. Weather, carrier delays, holidays, and other factors outside our control may affect delivery times.

4. LTL Freight Shipments (54" Collapsible Crate)

Due to its size and weight, the 54" Collapsible Crate ships via LTL freight on a pallet. This means:

  • Delivery is made by a freight carrier, not by UPS or FedEx
  • The freight carrier will contact you to schedule a delivery appointment
  • Delivery is curbside; the driver is not responsible for moving the crate into your home or garage
  • You are responsible for inspecting the freight at the time of delivery and noting any damage on the delivery receipt before signing
  • The pallet should be retained, as it is required for any return or exchange of the 54" Collapsible Crate (see our Return Policy)

5. Order Confirmation & Tracking

You will receive an order confirmation email shortly after your purchase. Once your order ships, we will send a separate shipping confirmation email containing your tracking information.

Please check your spam or promotions folder if you do not see these emails. If you have not received a shipping confirmation within the lead time posted on the product page, contact us at the information in Section 11.

6. Shipping Address Accuracy & Order Changes

You are responsible for providing a complete and accurate shipping address at checkout. After your order is placed, you have 30 minutes to make changes by clicking the change link in your order confirmation email. After that window closes, we cannot guarantee that changes can be made.

Impact Dog Crates is not responsible for orders shipped to incorrect addresses provided by the customer at checkout. If a package is returned to us due to an incorrect or incomplete address, the customer is responsible for any reshipping costs.

7. Refused Deliveries

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.

8. Warranty, Return, and Exchange Shipping

Shipping costs related to returns, exchanges, and warranty claims are governed by our Return Policy, Exchange Policy, and Warranty Terms. In summary:

  • Returns: A $50 return shipping and restocking fee applies per item. Original shipping and handling charges are non-refundable.
  • Exchanges: One free exchange per order is included for customers in the contiguous 48 states.
  • Lifetime Warranty (manufacturing defects): Impact covers parts cost; the customer is responsible for shipping.
  • Lifetime Dog Damage Guarantee (High Anxiety crates only): Replacement shipping is included for the first 12 months from delivery. After 12 months, the customer is responsible for freight.
  • 2-Year Dog Damage Protection Plan (Collapsible, Stationary, Mini Stationary): Replacement shipping is included.
  • 54" Collapsible Crate: Customer is responsible for all freight costs on returns and exchanges, and the crate must be returned on the original pallet.

Please refer to our Return Policy, Exchange Policy, and Warranty Terms for complete details.

9. Lost or Damaged Packages

If your package is lost or arrives damaged, please contact us within 7 days of the expected delivery date so we can open an investigation with the carrier. For LTL freight shipments, damage must be noted on the delivery receipt at the time of delivery to be eligible for a freight claim.

Impact is not responsible for packages lost in transit without proof of tracking, or for packages marked as delivered by the carrier but reported missing thereafter, except where required by law.

10. Promotions, Coupons, and Regional Restrictions

  • Coupons and promotional codes cannot be combined.
  • Coupons and promotional codes are valid only for residents of the contiguous 48 United States. Hawaii, Alaska, and APO addresses are not eligible.
  • Promotional gift cards expire one year from the date of activation.

11. Contact Us

For questions about your order or this Shipping Policy:

  • Email: support@impactdogcrates.com
  • Phone: (208) 908-0118
  • Returns & Exchanges Portal: impactdogcrates.com/apps/redo/returns-portal
  • Warranty Portal: impactdogcrates.com/pages/warranty