CUSTOMER SERVICE

HOW TO REACH US
For the quickest response to your questions please email us at: customerservice@animalhauschicago.com

Please leave a message if you do not reach us directly and we’ll return your call within 24 hours.

CUSTOM ORDERS
We understand that not all pets are created equal and some of them have special needs. We can design custom sizes in all of our styles. No pet is too big or small. Please email us your requirements and we’ll send you a quote, including shipping and availability.

FORMS OF PAYMENT
MasterCard, Visa and American Express, PayPal, and Discover. All transactions are processed via Secure Server using SSL encryption to scramble credit card information.

At this time, credit card transactions are managed via PayPal. After placing your order, please choose the PayPal option and you will be able to choose your payment of choice within PayPal.

Animal Haus reserves the right to change its payment procedures at any time without prior notice to you.

SALES TAX
Any Items that are shipped within Illinois will be charged the current Illinois State sales tax rate. No tax will be charged for orders shipped outside of Illinois.

RETURN POLICY
We want you to be happy with your order and your Animal Haus shopping experience! With some exceptions (see below), if you are not satisfied with your order you may return it within 30 days of your receipt of merchandise for a refund of the purchase price less shipping fees. We do, however, require that you pay to ship the item back to us.

Here are the exceptions and clarifications:

Shipping and handling charges are not refundable

Due to standard health regulations, we cannot accommodate returns or exchanges on pet beds.

Products must be returned to us in their original packaging and in sellable condition complete with all tags, instructions, and inserts.

If an item arrives damaged or defective you must contact us within 48 hours of receipt. Please keep original packaging materials.

For your security, please return your items with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) and retain your receipt. Animal Haus is not responsible for items damaged or lost in transit.

We cannot accept returns on special orders or custom products (color, finish, dimensions, upholstery, etc.).

Please contact us in order to receive complete instructions on returning goods. Once we receive your return, please allow 1-2 weeks for processing.

SHIPPING

At this time, we are unable to ship to international addresses, P.O. boxes, APO addresses or US territories.

Estimated ship times are provided in your shopping cart at time of purchase or your reference.

If you need rush shipping on your order please contact us for availability and costs. Every effort to ship your rush item within the same buisness day it is ordered will be made, provided you order is received before 4PM CDT/CST. Please note that backordered items will ship at the chosen shipping method or better once the item is in stock. Also note that there are circumstances, although rare, that may prevent your rush items from shipping in a timely manner such as, but not limited to, natural disaster or acts of terrorism.

If you order more than one item and one or more of your items are backordered, your in-stock item(s) will be shipped per our normal processing time. Your backordered item(s) will be shipped separately at no additional charge when they become available.

Incorrect or undeliverable addresses and refused shipments resulting in an item being “returned to shipper” will be charged for shipping fees.

Undeliverable packages which require reshipment at the customer’s request, are subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 50% restock charge will be apply and store refund will be issued for the balance. Shipping and handling is non-refundable.

NEW PRODUCT SUBMISSION
We would love to hear your suggestions on products that you desire for your pets. We are still working on new designs to increase our product offering, so if you didn’t find what you are looking for, please tell us about your special needs.

WHOLESALE
Animal Haus is a retail-only site and does not wholesale at this time.