Warranty & our Returns & Exchanges Policy
We have a 60 day limited liability warranty on all our products irrespective of brand or place of purchase. In order to bring your product under warranty, you must first register your product on our website osipet.com. It is a very simple process and shouldn't take you more than a few minutes to get your product registered. You may also send in the warranty card (included with all products sold) to One Source International, LLC 1703 N 13th Street; Rogers, AR 72756. You may also call our toll-free number (866) 356-5318 and we will register your product for you. Irrespective of how you register your product, we will need a copy of your receipt. If you are unable to scan your receipt and send it in with the online registration, please fax us a copy with your name and contact information to (479) 202-7001. We will scan your receipt and attach it to your product registration.
We don’t actually have a return policy for purchases made at osipet.com. We handle returns on a case-by-case basis with the ultimate objective of satisfying the customer. We stand behind our goods and services and want customers to be satisfied with them. The truth is that it doesn't make financial sense to return defective product. Once we understand the nature of a product problem, we’ll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably; we hope they will be fair and reasonable with us as well.
Once your product is registered we will replace all components if they break or do not stand up to normal usage during the 60 day warranty period. Once your product is no longer covered under the warranty, you may still purchase replacement parts from our web site osipet.com or at retailers carrying our Easy Kitty Assembly items and parts.
If you ordered by credit card, we’ll credit your account within 14 business days. This will show on your next statement, depending on the issuing bank and/or billing cycle. If you ordered via PayPal we will credit back your PayPal account. If you have requested an exchange, your account will be charged for the new item and credited for the return. If a PayPal.com account was used in combination with a credit card, the entire merchandise amount will be refunded to your Paypal account. Unfortunately, we cannot refund your original shipping charges on used, open-box items. We only will refund your shipping charges on new unopened items. Shipping charges must be shown on shipping label or a copy of the receipt for shipping is required for us to make a full refund. We do not pay for insurance or required signature fees.
Frequently Asked Questions
What is your returns policy?
We handle returns on a case-by-case basis with the ultimate objective of satisfying the customer. We stand behind our goods and services and want customers to be satisfied with them. We’ll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably; we hope they will be fair and reasonable with us as well.
Why don’t you have a return policy at osipet.com?
We hope to build trust with our customers and create a relationship with them for the long term. Standing behind what we sell is a big part of that. We think many customers choose to shop with us because they know if their purchase isn’t right, we’ll work to fix it.
Do I need a receipt from my purchase?
Your receipt or order number helps us locate your purchase the fastest. If you don’t have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information, so we can better assist with your request.
Do you take everything back?
We’ll do our best to take care of you and your fur baby. However, returning defective product doesn't make sense for either you or One Source International. Reasons vary, but, typically are due to improper packaging or damage to the item in transit. Please make sure to insure your item when sending as we are NOT responsible for damage in transit.
Is there a time limit? What if the item is worn?
We will do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. We don't accept returns, but we will cover all damage or defects for all our products within the 60 day warranty period.