REFUND POLICY

Last updated: September 28, 2026

14-day return window

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The Crate Nook is operated by QuantumGen Enterprises.

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For a change-of-mind or sizing return, contact thecratenook@gmail.com within 14 calendar days after delivery. Include your order number and reason for returning the cover. Once approved, send the return within 14 calendar days of receiving your return instructions. This return period does not limit rights relating to defective, incorrect or misdescribed goods under applicable law.

Return condition

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The cover must be unused, unwashed, complete and in its original condition and packaging. You may carefully check the fit on a clean, empty crate. To remain eligible for a change-of-mind return, the cover must be free of pet hair, odors, stains, chewing damage and other signs of use. Include any supplied fasteners, accessories and documentation, together with your order number or proof of purchase.

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Damage caused by chewing, misuse, alteration or improper installation is not a product defect. These conditions do not prevent you from reporting an item that arrived damaged, defective or incorrect.

How to return an item

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1. Email thecratenook@gmail.com before sending anything back.

2. Wait for the return instructions, then securely package the cover and include your order number.

3. Use a tracked service that can deliver to a U.S. PO Box. Keep your receipt and tracking details until the return is resolved.

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Authorized return address:

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The Crate Nook
PO Box 39514
Charlotte, NC 28278
United States

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This is the return address used for The Crate Nook orders. Address the parcel exactly as shown. Do not send returns to the supplier or to an address printed on the original shipping label unless we specifically instruct you to do so.

Return shipping and fees

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You pay return shipping for change-of-mind and customer-selected sizing returns, including international return postage to our U.S. return address. If we confirm that an item arrived defective, damaged or incorrect, we will arrange the return or another appropriate resolution at no additional cost to you. Mandatory cancellation, conformity, warranty and refund rights in your country take priority where they apply.

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There is no restocking fee for an approved ordinary return that meets the conditions above. For a U.S. package returned because delivery was refused or it was unclaimed, a 20% restocking fee may apply, except where the issue was our error or applicable law requires otherwise. Any separately paid original delivery charge is non-refundable for change-of-mind returns unless required by law. We do not deduct a fictional shipping charge from an order advertised with free shipping.

Refunds

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After receiving and inspecting the return, we will email you the outcome. Approved refunds are issued to your original payment method within 7–10 business days of approval. Your bank or payment provider may take additional time to display the credit. Where the law requires a faster refund, that deadline applies.

If a return is incomplete or does not meet the stated conditions, we will explain the issue and any proposed partial refund or refusal. We will not apply these conditions to deny remedies required by law.

Damaged, defective or incorrect items

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Contact us promptly with your order number and clear photos of the cover and packaging. Keep the packaging while we review the issue. We will arrange a replacement, refund or other appropriate resolution at no additional cost where the item is confirmed damaged, defective or incorrect.

Cancellations and exchanges

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Contact us as soon as possible if you need to change or cancel an order. Orders can enter fulfillment quickly, so cancellation is not guaranteed. If a correctly supplied order has already shipped, use the return process. This does not affect cancellation or refund rights for qualifying shipping delays or other rights under applicable law.

For a different size or color, request an eligible return and place a new order. We will arrange replacements separately for confirmed defective, damaged or incorrect products.

Questions or payment disputes

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Please contact thecratenook@gmail.com so we can try to resolve your concern. You do not give up any rights to contact your bank, payment provider or consumer protection authority.