At PooStation.com, a division of NEXGEN DNA, Inc., our goal is complete customer satisfaction. We stand behind the quality of our products and are committed to resolving every issue promptly, professionally, and fairly. We encourage customers to contact us first so we can work together to find the best possible solution.

Order Cancellations

Orders may be canceled at any time prior to shipment. Once an order has shipped, it is subject to the return policy outlined below.

Returns – Unassembled Products

Wholesale cartons and unassembled products may be returned within ten (10) business days of delivery. To qualify for a return, products must be returned in their original packaging and in resalable condition.

Opened Products

Products or components that have been opened may be subject to a restocking fee of up to 20%, depending on the condition of the returned items and whether components have been opened, used, damaged, or are no longer in resalable condition.

Assembled PooStation Units

Fully assembled PooStation units are not eligible for return unless there is a manufacturing or construction defect. If a defect is identified, our Customer Service team will work quickly to repair, replace, or otherwise resolve the issue to ensure customer satisfaction.

Damaged or Defective Products

If your order arrives damaged or you believe there is a manufacturing or construction defect, you must contact us within thirty (30) days of delivery. We may request photographs or additional information to help evaluate the issue and provide the fastest and most appropriate resolution.

Customer Service First

At PooStation, our customers are our highest priority. Before returning any product, we ask that you contact our Customer Service team first. In many cases, questions or concerns can be resolved quickly without requiring a return. Our goal is not simply to process returns; our goal is to make sure every customer is satisfied with the overall experience. We believe great customer service builds long-term relationships, and we are committed to finding fair and reasonable solutions whenever possible.

Refund Processing

Approved refunds will generally be issued using the original method of payment. Shipping charges are generally non-refundable unless the return is the result of our error or a verified manufacturing or construction defect.

Individual Review and Exceptions

While these guidelines apply to most orders, every situation is unique. Exceptions may be evaluated on an individual basis in the interest of customer service and customer satisfaction. If you have a concern, please contact us. We are committed to treating every customer fairly and will always do our best to find a reasonable solution.