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Refund policy

REFUND & RETURN POLICY

Dogstuff.pet will make a Refund, Resend, or Accept the Return for any of the following cases: 

  1. Delayed Orders: Delayed Orders: Orders Not Found, In transit, Pending or Expired with more than 48 days (counting from the date payment was sent) for the USA. If the shipment was prevented or delayed in whole or in part because of war, earthquake, flood, virus, storm, or heavy snow, the delivery time will be recounted once the orders shipped out. We will not be liable for the delayed shipment of the orders. However, we will notify you by Chat, Skype, Email, Line, WhatsApp, etc., within 5 days.
  2. Delivered Orders: If any order had been delivered within maximum delivery time and more than 38 days, COMPLETED status + 7 days CLOSED status. Meaning counting from the date order dispatched + full delivery time + 45 days; You will no longer be allowed to open a dispute.
  3. Damaged Orders: dogstuff.pet will provide a complete refund/replacement if:
  • Orders arrived damaged.
  • The order arrived damaged, but the customer doesn't want the replacement to be sent.
  • The customer should open the dispute 2 days after receiving the products.
  • You need to open a dispute through the website. The customer needs to send an email.
  • Photos of the damaged item to prove damage.

Note: The products might need to be returned to us if our Dispute Operation Team asks for a return.

  1. Bad Quality: Items are checked before shipping, however if imperfections such as incorrect size/color, parts missing, etc are found then the customer should open the dispute 2 days after receiving the products.
  • You need to open a dispute through the website. The customer needs to send an email with the following proof.
  • Photos of the items received to prove imperfections.

Note: The products might need to be returned to us if our Dispute Operation Team asks for a return.For parts missing, we only accepts resend it instead of the full refund.

  1. Delivery Countries Limits:We only deliver within the USA for the time being.
  2. The dispute which is not our fault:We will not accept any disputes that the buyer received for reasons as below:
  • The buyer does not like it.
  • The buyer ordered the wrong items or SKU.
  • The shipping address was provided incorrectly.
  1. Products Returned to our Warehouse: Please refer to sections "3(Damaged Orders)" and "4(Bad Quality).
  2. Orders Cancellation: The customer can cancel the order within 24 hours of order placement. Once the packaging and shipping process has started, it can no longer be canceled.
  3. Wrong address: The customer is responsible for providing the correct address. We can charge the customer all fees associated with the wrong address provided. If the apartment/suite number is not included or an incorrect postal code is provided, and reshipping is required, a re-shipping charge will be equal to the original shipping charge. There will be a 10% restocking fee for all packages returned to the Supplier because of a wrong address.