policies | money-back guarantee | shipping | purchase orders | return policy | security | international orders | contact us | trademarks

Policies
We take great pride in offering outstanding customer service. If you have any questions about any of our policies, please call us toll free at 866-Pet-Dreams (738-3732) or email us at info@petdreams.com. We are open from 9:00 - 5:30 EST Monday - Friday.

Money Back Guarantee
We stand behind our products with a money back guarantee!

Payment Methods
We gladly accept the following payment methods:

• Online payments with any major credit card
• Online payments via PayPal
• Purchase Orders
• Wire Transfers (please contact us for additional information)

Returns, Exchanges, or Cancellations
Please see our return policy for more information.

Hours
We are open from 9:00 - 5:30 EST Monday - Friday. During this time, we will respond to all voice mails and emails in one hour or less. Due to high call volume, you may be prompted to leave a voice mail, so please be sure to leave a message, and we'll call you back right away.

Privacy and Security
All credit transactions are 100% secure, and we ensure your complete privacy. Please read our security policy for complete details.

International Orders
We ship international orders. Click here for more information.

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Money Back Guarantee
We want you to be totally satisfied with your purchase from Pet Dreams which is why we offer a money back guarantee on all of our pet beds. If you are dissatisfied with your purchase for any reason, simply contact us within 10 days of the date of purchase. If we cannot resolve the problem, we will gladly give you instructions on how to proceed with a return. Please see our return policy for details about returning merchandise.

If you have any additional questions, please feel free to email us at info@petdreams.com or call us toll free at 866-Pet-Dreams (738-3732).

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Shipping
Most orders will ship out within 3 business days of ordering (we do not ship Saturdays, Sundays, or holidays). Your order will be shipped Standard Service unless you select an alternative. Once it is shipped, orders are generally received within 7 business days. Please note that these shipping times are estimates only. The total time to receive your order will vary depending where it is being delivered. There is NO SATURDAY DELIVERY for 2-Day or Overnight shipping. 2-Day and Overnight shipping is not available for PO Box addresses.

View your shipping charges before submitting payment.
You can view your actual shipping charges, based on weight and zip code, before ordering. To do so, begin the checkout process. On the first page, enter your correct state and zip code (all other information need not be correct), and then click the "Continue" button. On the next screen, you will see the actual shipping charges. These rates are the published rates from each carrier based on your zip code and the weight of your order.

Questions?
If you have any additional questions, please feel free to email us at info@petdreams.com or call us toll free at 866-Pet Dreams (738-3732).

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Purchase Orders
We gladly accept purchase orders. Wholesale pricing is available to qualified pet product retailers. To receive wholesale pricing please see our Wholesale Buyers page or you can call us toll free at 866-Pet Dreams (738-3732) between 9:00 - 5:30 EST and we will assist you over the phone.

To purchase by purchase order, simply email the purchase order to orders@petdreams.com or fax the purchase order to us at 212-366-5534.

Our contact information, for you to fill out on your purchase order, is:
Pet Dreams
27 W 20th St
10th Floor
New York, NY 10011

If you need our federal tax ID number to complete your purchase order, please email us at info@petdreams.com

Please be sure to include your name, phone number, and email address on the purchase order so if we have any questions, we can be in touch with you.

When you send an email you will receive an email confirming the receipt of your order. We will then pack and ship your order within 24 hours during the business week.

If you have any questions, please contact us toll free at 866-Pet-Dreams (738-3732) or email us at info@petdreams.com.

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Return Policy
Before returning any items, please call or email us for a Return Authorization within 10 days of receipt of your merchandise. We will gladly replace or return any unused item that you are not satisfied with. When we receive the return, you will receive a refund for the cost of the items. We credit 100% on items that are returned unused in the original packaging. We cannot accept returns for items that have been damaged in any way, unless the damage is due to a flaw in the product itself. Returns and exchanges are subject to a $5 restocking fee. You will not be charged for return shipping if the return is due to our error.

Call us toll free 866-PET DREAMS (738-3732) for a Return Authorization or email us at info@petdreams.com.

Important: We cannot assume responsibility for items that are lost in the mail when being returned. Therefore, please be sure to properly insure your package. FedEx and UPS including tracking and insurance. The US Postal Service does not include tracking or insurance, so we advise that you purchase it at a nominal fee.
Damaged shipments must be reported to the carrier within five days of receipt.

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Privacy and Security Policy
We respect your privacy! We will never provide or sell personal information to third parties. It is our policy that your personal information, such as your name, address, email, and telephone number is private and confidential. This information will be used only to make sure that your order gets delivered to you in the timeliest manner possible.

Secure Ordering
All online transactions through our website are handled with industry-standard SSL encryption. This means that when you enter your credit card number into our secure order form and you press the purchase button, your information goes through a highly secure encryption process which prevents any person on the Internet from seeing your information. Within just a few seconds, it reaches our credit card authorization server, is decrypted, and is quickly authorized without any human intervention. As surprising as it may seem, this process is considerably safer than turning your credit card over to a waiter in a restaurant. If you still feel uncomfortable about entering your credit card information online, we would be more than happy to process your order over the phone. Simply call us at 1-866-Pet-Dreams (738-3732) and one of our sales associates can help you out right away.

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International Orders
We ship orders internationally, but please be aware that many of our beds are bulky so the shipping charges can be high. Also, some international orders may be subject to additional fees (customs, duties, brokerage fees, taxes, etc.), which are the customer's responsibility above and beyond the price paid to Pet Dreams. 

To find out about placing an international order, please email us at info@petdreams.com with the size and description of the products you would like to order along with your shipping address. We will calculate the weight and provide you with the total shipping cost, as well as instructions for placing your international order.

Please feel free to call us at 212-366-5532 between 9:00 - 5:30 EST and we can assist you over the phone.

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Our Trademarks
Pet Dreams Trade Names, Trademarks and Copyrights are important and valuable business assets. Therefore, Pet Dreams makes every effort to protect its trademarks, its corporate logotype, designs and various product names and ensure that others do not misuse them. Pet Dreams will not allow use of its trade name (company name), trademarks (brand names), designs or symbols by any person, including an Independent Business Owner, without its prior permission being granted by the Corporation. The use of the Pet Dreams name (in any fashion) in reference to any item that is not a Pet Dreams product is misleading and an infringement of the Corporation’s property rights described above. Pet Dream's printed materials are copyrighted and may not be reproduced in whole or in part by IBOs or other persons except by written permission from Pet Dreams. Pet Dreams trademarks are protected under U.S. and international trademark laws. Anyone who uses Pet Dreams marks, without our permission, on goods or for services is liable for trademark infringement.

Cratewear® and Pet Dreams® are registered trademarks.

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Contact Us 
We would love to hear from you. Feel free to call, write, fax, or email us:

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