I purchased an Outdoor Heated Thermo-Kiity Camper and Thermo Cube and had these products shipped to my parents for their outdoor cat's use this winter. They set it up for her (how else can we tell if she will use the product), he set her inside it and near the bed, and she would not use it. She jumped out of the bed the couple of times that he set her in it, and at that point, they picked the bed up, took it back inside, and called me. I informed them that the product had to be free of any hair or dirt and they informed me that the cat was barely near it! They were extra particular about it being in BRAND NEW CONDITION and free of hair and dirt so it could be returned. They packaged it back up in the wrapping and sent it back with the RA code that I received. When they informed me that it was shipped back to them, I thought it was a mistake, only to be told by customer service that the RMA results were unsatisfactory. This is absolutely ridiculous! Do you mean to tell me that if I purchased clothing or furniture from your company, that I basically can not try the product on/out before determining if I like it or not? ..because it is an animal, it's different?? I can fully understand if it is caked with mud and dirt and covered in hair...that is obviously used and not re-sellable. I am very dissatisfied with the poor customer service I received in this matter and the absurd claim that this bed was used. I have ordered several pet items online and in pet stores, and on occassion, have to return the item due to wrong size, etc. (dog bed to be specific) and they did not scrutinize the returned item to such a ridiculous extreme! I filed a complaint with the Better Business Bureau and WILL not purchase from them EVER again. Perhaps they should not carry pet products if they hate animals so much. I can see why companies like theirs stay in business...they just steal people's money!