Refund policy

Last updated: September 3, 2026

Lofty Den is operated by 1ClickStart Ventures LLC. We want your pet to actually use what you bought. If a product is not right, this policy explains how to return it, what you get back, and how long it takes.

Your 30-Day Window

You have 30 days to request a return. The 30 days start on the day your order is delivered, not the day you placed it. If your order arrives in more than one package, the window starts on the day the last package in that order is delivered.

Requests made after 30 days are outside this policy. We may still help you if the product failed or arrived faulty, so contact us either way.

How To Start a Return

Email skumar@1clickstart.com with:

  • Your order number.
  • Which item or items you want to return.
  • The reason for the return.
  • Photos, if the item arrived damaged, faulty, or is not what you ordered.

We reply within 1 business day. Do not ship anything back before you hear from us. Returns sent without an approved return authorization can be refused or delayed, and we cannot guarantee a refund on them.

Once we approve your return, we will send you return instructions and the return address. You then have 14 days from the date of approval to send the item back.

Condition of Returned Items

To be accepted for a change of mind return, an item must be:

  • Unused, and in the same condition you received it.
  • In its original packaging, with all parts, hardware, manuals, and accessories included.
  • Free of pet hair, odor, stains, chew damage, and litter or food residue.

Letting your pet try a product is fine. Once an item has been used to the point that we cannot sell it as new, it is no longer eligible for a change of mind return. If an item arrives back to us in a condition we cannot resell, we will contact you and offer either a partial refund or return of the item to you at your cost.

Who Pays Return Shipping

  • We pay when the item arrived damaged, faulty, defective, incomplete, or is not the item you ordered. We will send you a prepaid return label at no cost, or resolve it without a return.
  • You pay when you changed your mind, ordered the wrong size, or no longer want the item. You can use your own carrier, or ask us for a prepaid label and we will deduct the label cost from your refund. We will tell you the exact label cost before we send it.

Original shipping charges are not refunded on change of mind returns. They are fully refunded when the fault was ours.

If returning part of an order drops the remaining order below our free shipping threshold, we will not go back and charge you shipping.

Restocking Fee

There is no restocking fee on standard size products.

Cat towers, pet strollers, and pet ramps are oversized products that we cannot cheaply put back into stock. On a change of mind return of one of these, we deduct a restocking fee of 15% of the item price. There is no restocking fee if the item was damaged, faulty, or the wrong item, regardless of size.

Oversized and Furniture Items

Cat towers, pet strollers, and pet ramps ship in large boxes and need to come back the same way. Keep the original box and internal packing material until you are sure you are keeping the item. We cannot accept an oversized return without adequate packaging, because it will not survive transit.

Oversized returns are arranged individually. We will email you a prepaid label or arrange a carrier pickup and confirm the cost with you first.

Damaged, Defective, or Wrong Item

Tell us within 7 days of delivery and send photos of the item and the shipping box. We do not make you fight the carrier. We will do one of the following, and you choose where more than one applies:

  • Ship a free replacement.
  • Refund you in full, including the shipping you paid.
  • Send a free replacement part, if the rest of the product is fine.

In most of these cases we do not ask you to ship the faulty item back.

Refunds Without a Return

Sometimes returning an item costs more than the item is worth. When that is the case, we may approve your refund or replacement without asking you to send anything back. This is a normal outcome here, not an exception we grudgingly make.

If we do this we will confirm it to you in writing. You keep the item, you owe us nothing further, and the refund is processed the same way as any other. We decide this case by case, and we may still ask for photos or for you to dispose of or donate the item.

When You Get Your Money

We approve or decline your refund within 2 business days of receiving the returned item, or within 2 business days of approving a refund that does not require a return.

Approved refunds go back to your original payment method. We issue the refund within 3 business days of approval. Your bank or card issuer then takes a further 3 to 10 business days to post it to your account. That last part is outside our control.

We do not issue refunds as store credit unless you ask for it. If you paid with a gift card, the refund returns to that gift card.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order for the one you want. That way you are not waiting on the return to clear before the replacement ships. If you would rather we handle it as a direct exchange, ask us and we will set it up.

Cancelling an Order

Email us as soon as possible and we will cancel and refund in full if the order has not yet been handed to the carrier. Once an order has shipped we cannot cancel it, and it becomes a standard return under this policy.

Items We Cannot Take Back

  • Gift cards.
  • Items clearly marked as final sale or clearance at the time of purchase.
  • Custom, personalized, or made to order items.
  • Items requested for return more than 30 days after delivery.
  • Items that have been used to the point that they cannot be resold, including products that are soiled, chewed, worn outdoors, or that have held food or water, unless the item was faulty.
  • Free gifts and promotional items, which have no separate refund value. If you return the item that earned the gift, please return the gift with it.

This list does not affect your rights when a product is faulty or was not as described.

Orders That Never Arrived

A parcel that is lost, stolen, or stuck in transit is handled under our Shipping Policy, not this one. Contact us and we will sort it out.

Contact Us

Email: skumar@1clickstart.com
1ClickStart Ventures LLC, 30 N Gould St Ste N, Sheridan, WY 82801

We issue a return address with every approved return. The correct address depends on the item, so it is given to you in your return authorization email. Please do not ship anything back before you have that email. Returns sent without an authorization cannot be tracked to your order and cannot be refunded.