Warranty/Return Policy




Hydrogroom, Inc warrants to the original purchaser only the items it manufactures. The new BIS Item is free from defects in material and workmanship. Any repairs or replacement resulting from the normal use, and the intended use that is due to faulty material and/or inferior workmanship will be repaired or replaced for one year to the original purchaser of the trolley or crate. Repair or replacement is at the sole discretion of Hydrogroom, Inc.

For products currently under warranty shipping costs of replacement components, parts and/or trolleys, crates and /or tack boxes to Hydrogroom, Inc. is the responsibility of the purchaser. The shipping charges for the repair or replacement trolley will be paid by Hydrogroom, Inc. back to the original purchaser. Customer is to cover all other shipping charges, if applicable.

The LIMITED WARRANTY does not cover:

  • claims resulting from variations in color, character, or finish between the online color samples & finished product
  • damage or other product problems that result from abuse and/or abnormal use, not folding the trolley properly and abuse to hinges on trolley, crates and tack boxes
  • damage caused by neglect to keep wheels nuts tight to avoid irreversible and untended wear and tear on trolley frame
  • there is NO guarantee or warranty for weight capacity in any size trolley or crate
  • suitcases used to transport trolleys or any accessories
  • case contents, meaning anything living or nonliving inside or outside of the trolley or crate,  including the pet
  • wear and tear to handle grips, trolley skirts, travel bags, divider bags, wheels, grooming noose & accessories               
  • damage caused by dogs/animals to any part of the trolley, inside or out including chewing, scratching, urine, etc.
  • damaged to trolley from weather conditions or acts of God or improper storage
  • damage to suitcase, trolley, crate or accessories caused by shipping transport company
  • wobbling wheels are not defective. The BIS Trolley and Crate casters are designed for a low speed application. The casters feature Foam Filled wheels that have NO air in the tires, thus eliminating the possibility of the wheels going flat. Foam filled wheels may wobble due to the uneven weight distribution of pets and items inside the trolley and/or crate OR due to a light load OR due to the floor or surface conditions


No statement by Seller or any person by words or action shall constitute a warranty by BIS/Hydrogroom, Inc. other than as described herein. There is no guarantee or warranty regarding implied weight capacity for any size trolley or crate.  BIS/Hydrogroom, Inc. will not be liable for any loss, damage or injury for the pet or the purchaser/user while using any if our products. There is no warranty written or implied for suitcases other than the warranty supplied by the suitcase manufacturer.You have purchased a quality trolley, crate or tack box from people who care about your satisfaction. Do not hesitate to contact the person or distributor that you purchased your best in show product from. They will then contact BIS/Hydrogroom, Inc. regarding your warranty, date of sale and bill of sale. if you have any questions and/or problems Please leave a detailed message with the info above and someone will contact you as quickly as possible.


Your purchase is a release of any and all liability on the usage of your trolley/crate. BIS/Hydrogroom, Inc. does not assume any risk, misfortune or harm to you or your pet regarding misuse of our products including weight limit capacity. BIS/Hydrogroom, Inc. trolleys are not designed for heavy, large, destructive or aggressive animals.


All sales are final. See * below. As a responsible retailer we cannot accept returned trolleys or crates due to Parvo Virus, parasites, worms, Giardia, mange, ringworm, kennel cough, canine influenza, etc. We cannot accept the responsibility should a used trolley or crate be contaminated. All BIS items are made to order. We do not accept trade-ins. We will be happy to answer your questions when making a final decision to purchase your trolley.

Please do keep in mind that once your order is in production, it cannot be cancelled and If you refuse an order, it will then fall under our standard return policy, where round-trip shipping costs will be deducted from your refund once we are assured that the trolley shipment was never opened and/or used. If you cancel your order once it is production or in paint you will be charged the 20% cancellation fee.

All returned products must be in the original packaging, and in original condition. We cannot accept returns on items that have been used, modified, abused or misused as stated above. All return cost are the responsibility of the purchaser. 


Please understand that any order that is not considered a standard advertised product will be considered as a special order. This includes Extra Long, Extra Wide, Extra Tall or any configuration that is not a standard size. These items are specifically produced to fill your order, and are built specifically for your order at your request. A 50% deposit of the order amount is non-refundable should you cancel your order once production has begun. If you have any questions regarding your order please contact the person or distributor you order from. They in turn will contact Hydrogroom, Inc.


We make every effort to package our products properly to resist damage during shipment. If your BIS item arrives damaged please refuse the order and/or contact us immediately. Please take photos of the product and the packaging so that a claim may be filed with the carrier. UPS, Worldwide and USPS require that all packaging be returned with the product for examination.

We are dedicated to resolve the problem for you. Please understand that filing damage claims with carriers is time consuming and detailed. We will do our part as quickly as possible.It's our company mission to make your purchasing experience as pleasant, and stress free as possible. If we've made an error, or a BIS product arrives damaged, and we will immediately address the situation with repair, replacement parts, or a full replacement at our discretion as detailed above.