Return Policy

Our guarantee to you:

Please thoroughly inspect your order when it arrives. If, for any reason, you are not satisfied with a product upon receipt, please contact our customer service department and we will work to make it right. In the case of a defective or missing product reported within 30 days,replacement parts or items will be automatically shipped at no charge. or a damaged product (when damage is noted within 5 days of delivery), replacement parts or items will be automatically shipped at no charge or the item can be repaired or exchanged. If an item qualifies, we will issue an official return merchandise authorization number and the item can be returned pre-paid to our factory within 30 days of purchase. We are unable to refund freight or shipping charges. Approved refundable items originally delivered to shows will be assessed an additional 15% fee to recover freight cost.

Powder Coated Products:
Although durable, all powder coated items such as Groom-N-Gos, Hidey Houses, Hexagon Aviaries, or other such products can become scratched or dented if mishandled or improperly stored. Once received, care must be taken for proper inspection, handling and storage by the recipient. Such care and storage is beyond the control of the manufacturer and cosmetic damage tends to increase with the passage of time. As such, cosmetic damage, including any concelaed damage, is not covered under our guarantee unless any such damage is inspected and reported within 5 days of receipt of shipment. 

Refused or abandoned shipments:
Customized orders cannot be cancelled or refunded. Once shipped, standard orders cannot be cancelled. In no event are we able to refund freight or shipping charges. 

Biosecurity:
Due to health, safety, and biosecurity we are unable to accept returns or provide refunds for the following products: animal cages, nests, feeders, medications, tattoo equipment, or any other product that poses a biosecurity risk. In addition, we are unable to accept returns on customized products, cut materials, books, flush cutting pliers, or weathered, dirty or unsalable merchandise. 

Third Party Warranty:
For non-KW Cages manufactured products, individual third-party product manufacturers’ warranties against defects may extend beyond 30 days. Please inquire for specific manufacturer details or contact the manufacturer directly. This warranty limits our liability. No other warranty, expressed or implied (including merchantability for an intended purpose) exists.

Our guarantee to you:

If, for any reason, you are not satisfied with a product please contact our Customer Service Department and we will work to make it right.  Here are our polices for product guarantees and returns:

Changed Mind, Don’t like Product

Please note that once your order is placed online it may be too late to cancel or change since it is sent to the factory automatically. However, if you receive a product you are not satisfied with, please return within the 30 day time window, fully postage paid,  in new and salable condition (using original box and packaging if possible). Please specify whether you would rather have a replacement (exchange) product shipped, a store credit, or a refund (a 10% processing fee applies). We are unable to refund shipping charges. If you prefer a replacement product or part, it will be promptly shipped. We pay shipping on any replacements we send you. Certain items are not returnable for practical reasons —— please see note below on biosecurity items and other non-refundable items.

Damage or Loss In Shipping

It is the customer’s responsibility to thoroughly inspect the shipment promptly upon receipt. Please contact us at once if you are missing any items or find any damaged items. Sometimes wire panels or sheetmetal with very slight deforming can be quickly bent back into shape without affecting the form or function. Worse damage should be reported so we can get a quickly get replacement part to you. We may ask that you provide a photo of the damaged item(s)to submit to the carrier and so we can identify the parts required. Please take one medium to high resolution photo of each item showing the entire item. Replacement products or parts will be promptly shipped. We pay shipping on the replacements we send you. Please note: The factory, and parcel carriers require claims for loss or damage be made within 30 days of shipment. Trucking companies strictly require claims for loss or damage be made within 5 days of shipment. If signing a trucking company receipt (freight bill) you must make a written note of any loss or damage to product or packaging next to your signature. Without any such note, it will be presumed to be received in good condition. No other recourse is available if notification of damage is not provided timely.

Defective Merchandise

For wire, sheet metal, and other products manufactured at our Santee factory, please contact us at once to report any manufacturing defects, but not later than 1 year from purchase. Please send a photo if possible. Repair, replacement, or replacement parts will be assessed by factory. It may be required to return product, prepaid to the factory for repair. We pay shipping on the replacement parts or repaired product we send you. Ordinary wear and tear, corrosion from animal waste or corrosive cleaners, misuse, or overloading, are not considered manufacturer’s defects. This warranty limits our liability. No other warranty, expressed or implied (including merchantability for an intended purpose) exists. Third Party Warranty: For non-KW Cages manufactured products, individual third-party product manufacturers’ warranties against defects may extend beyond 30 days. Please inquire for specific manufacturer details or contact the manufacturer directly. This warranty limits our liability. No other warranty, expressed or implied (including merchantability for an intended purpose) exists.

Powder Coated Products:
Although durable, all powder coated items can become scratched, chipped, or dented if mishandled or improperly stored. Once received, care must be taken for proper inspection, handling and storage by the recipient. Such care and storage is beyond the control of the manufacturer and cosmetic damage tends to increase with the passage of time. As such, cosmetic damage, including any concelaed damage, is not covered under our guarantee unless any such damage is inspected and reported within 5 days of receipt of shipment. 

Non Refundable Items
In order to offer our factory-direct low pricing, there are certain items that cannot be returned, cancelled or refunded. All such sales are final. Customized orders cannot be cancelled, returned, or refunded. Orders with multiple cages are built-to-order at the factory and cannot be canceled, returned, or refunded. Orders not picked within 30 days after completion shall be considered abandoned and cannot be canceled, returned, or refunded. In addition, we are unable to accept returns or provide refunds on cut materials, books, flush cutting pliers, used, weathered, dirty or unsalable merchandise. Any exceptions to this policy will be at the company's sole discretion and any refund will be subject to an increased service fee.  Biosecurity: Due to health, safety, and biosecurity risks such as Rabbit Hemorrhagic Viral Disease and Avian Viral Flu, as well as restrictions imposed by State and local law, once items leave our factory, we are unable to accept returns or provide refunds for the following once they have been used: animal cages, nests, feeders, bottles. In no event can we accept returns on the following items: food stuffs that have been opened, medications, syringes, tattoo equipment, or any other product that poses a biosecurity risk. 

Shipping Charges

Our factory-direct pricing does not include shipping. We are unable to provide refunds on freight or shipping charges.