Our primary concern is to keep our customers happy, which is why we try to have the most flexible return policy possible within the terms allowed by each brand and manufacturer that we resell. If you are not happy with any part of your order, please contact us immediately and we will do our best to make things right with our suppliers.

 

Cancellations

If you decide to cancel your order before it ships, please email us immediately at returns@tonynines.com and we will cancel you order. Cancellations submitted via e-mail within 24 hours of purchase will not incur any fees. Cancellations submitted after 24 hours may incur restocking and return fees from our manufacturers and will be analyzed on a case by case basis. Where possible we will try to intervene to avoid such fees.

If your order has already shipped and you want to return it, please do not reject the delivery, unless you have already been instructed by a member of our team. Accept the package and follow the Return Procedures below. If an order is canceled after it has already shipped, Tony Nines does not cover the cost of return shipping.

The customer is solely responsible for return shipping costs in the event of a cancellations. This includes LTL freight shipments in which a delivery appointment cannot be made. Original shipping costs, freight rerouting fees, and restocking fees will all be deducted from a refund.

Return Eligibility

For a full refund, the item must be returned in its original packaging or equivalent to ensure the item is not damaged in transit.

The item must be returned in NEW and Resalable condition, or the condition that it was received. Products that are returned missing parts, damaged, dirty, or have clearly been used, may be refused for return entirely or the return amount may be reduced by labor and parts needed to make the product like new.

In the case where Tony Nines has not charged for shipping (not including Residential Delivery or Liftgate charges) on your order, a restocking fee may be deducted from the refund. If your item(s) shipped LTL Freight, a restocking fee will always be deducted from the refund.

This restocking fee is waived on non-LTL exchanges, or if there was an error with your order on our part or.

Return requests will be accepted from a period up to thirty (30) days of when you received your item(s). Returns may also be subject to an additional restocking fee depending on the item. For questions about specific return eligibility or to initiate a return, please contact us at returns@tonynines.com.

Exceptions

*There are exceptions to our Return Policy, as some specific brands and manufacturers have certain restrictions:

BOWSERS:

Bowsers will provide refund or replacement for any manufacturer defects or incorrectly shipped items.

Our website includes detailed sizing, dimensions, and fabric descriptions to help you make your purchase decision.

If you have a concern with any of our products, please contact us within 30 days of purchase to returns@tonynines.com. Please include an explanation and specify product, along with images of the potential defect or issue.

Please note that Bowsers products are warrantied against miss ship or manufacturing defect only.  We do not take preference returns.  Items refused upon delivery will be routed to you, and you will be responsible for any additional shipping charges.

All returns to Bowsers must be approved and include the RA Number provided. Return instructions will be provided with your RA#.

Please allow 4 – 6 weeks to process your return and issue refund.

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All REFURBISHED products of any brand are final sale, and returns are not accepted.

LTL Freight shipping refund reduction: If LTL Freight shipping was used to ship all or part of an order, we will deduct the original cost of shipping plus any return shipping costs from the refund.

Return Procedure

1. Email your name, order number, and the reason for your return to returns@tonynines.com. Please be specific when explaining the circumstances for your return and provide pictures if necessary.
2. As soon as your request is reviewed, we will send you a Return Merchandise Authorization (RMA) number and return instructions to you by e-mail
3. Once your return is received and reviewed, we'll send you an email to notify you that we've received your item and inform you of the status of your refund.

Return Shipping

The customer is responsible for return shipping costs.

Damaged Items

While extremely rare, it is possible that your item could be damaged while in transit. When your package arrives, please inspect the packaging. If you notice any visible damage, please accept the package and write"Package Damaged" on the form being signed. This protects you in the event that the damage occurred while in-transit. In the event that there is damage to the actual item(s) please send photos to returns@tonynines.com and we will help process the return, insurance claim, and/or exchange.

If you purchased Order Protection during check-out, your item may be covered by Route and you should file your claim through them. You will have received an e-mail from Route immediately after you completed your purchase.

Refunds

If your item(s) shipped LTL Freight, the original shipping cost will always be deducted from the refund. However, original shipping costs will not be deducted from the refund for non-LTL Freight exchanges or if there was an error on our part (valid for 1 exchange).

Refunds will be issued to the original credit card or PayPal account that you used when placing your order. A refund will automatically initiate after a cancellation or return request has processed. However, if you would like to inquire upon the status of an existing refund, please contact us at returns@tonynines.com.

Here at Tony Nines, we believe in happy tails and hassle-free returns, so that your furry friend doesn't ever have to look disappointed like Mr. Grumbles!