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We provide post-sale service and support. While our warranty cover manufacturing parts and pieces, it does not cover damages inflicted by the pet. Whether it is a chewed-up zipper, a broken handle or some broken stitches due to wear and tear, you may consider have it sent to us for repair. We also offer replacement parts such as the support panels, shoulder strap and such. Unlike a handbag or computer bag, moisture from the pet's breathing and body heat can cause the materials to wear faster. The heavier the pet, the larger the carrier would be. The stress on the carrier structure from the heavy weight hastens the wear and tear too. We are actually happily surprise to see the carriers sold nearly six years ago still holding up well and only need some restitching on the back seat belt sleeve and replacement of one of the plastic support panel. Similar to maintaining a good pair of leather shoe, to slow down wear and tear of everyday use, consider having two and use them alternately . Customers who have a beat-up carrier are likely to order a new one while keeping the old one as a spare for the "rainly day". For any post sale service, please include a note in your return and send the carrier back to us at the following address. We will call you and give your the cost when we have reviewed the damages. In general, repair works cost $45 to $90 and to reconfigurate a older carrier is $45. If the damage costs too much or beyond repair, we will offer your a new one at a discount. If you would not want to have the work done, we will send the carrier back to you at our expense by regular UPS ground service. Please call us at 1-718-388-8882 if you have any questions. |
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