REGARDING FILING A CHARGEBACK/DISPUTE WITH YOUR PURCHASE

• Before filing any Chargeback or a Dispute, please make sure to contact us first.
• Many disputes are caused by misunderstandings, and they are often easy to resolve. Please contact our help center if you have any concerns with your order.
• We are working towards making sure that your product arrives at your doorstep. We are also looking for ways to make it so that shipping is a lot faster.
• Please do not file a dispute for “slow delayed” shipping, and contact us instead so we can tend to your order for a proper resolution as soon as possible.
• Filing a dispute due to COVID-19 delays may even lead to slower deliveries and if a chargeback is raised when packages are updating and moving recently will result in termination of delivery.
• Due to limited logistic options and a focus on health-related cargo, shipping may take 7-15 business days as per our shipping policy.

We sincerely appreciate your understanding and patience.

 

FRAUDULENT CHARGEBACKS

• It has come to our team’s notice that some customers are filing chargebacks for items not received when shipments moving perfectly fine.
• Please kindly reach out to our support team instead of going through this route which will be expensive headaches legally on both sides of the party.This is unfortunate, and thus we have decided to take fraudulent chargebacks seriously.Chargeback-related fraud will be investigated thoroughly by our legal team in any case of chargebacks and/or disputes.If you have not received your item yet, we highly recommend reaching out to us instead. That way, it is easier to resolve, which leads to a win-win situation.The delays in shipping due to COVID-19 are something beyond our control. We are truly grateful for your patience and understanding.

 

CANCELLATION POLICY

“I want to cancel my order”

By ordering from the website you agree that purchases are strictly not eligible for cancellation within our time-frame of 1 hour after purchase.

Cancellations of any purchases may only be eligible after 1 hour of the order. Due to the systems we have, they are automatically dispatched and flown to the next facility for packaging and dispatch to the carriers.

Cancellations after our 1-hour policy can only be processed at our discretion based on the order’s current status and date of order.

We value customer satisfaction. We will suggest other alternatives to ensure you come out of your cancellation as a happy furry parent/customer. (Wagging and Smiling!)

 

REFUND POLICY

CANCELLATION/CHANGE OF MIND RIGHT AFTER PURCHASING:

Unfortunately, we cannot return and give you a refund of your product if you simply changed your mind after receiving your purchase and/or while shipment is on its way and you decided to cancel.

• Upon ordering our website, please note that we offer no cancellation policy since we get all orders are final and will be shipped within few minutes of your order to fight with flight space during these times. We hope you can understand, thank you! It is a very complicated task to disrupt our automatic packing machines. We hope you understand.
• Beyond this time the cancellation request and refund will no longer be accepted as we process orders quickly and your order was most likely already forwarded to the Dispatch Team immediately.
• Please do not file a chargeback and/or disputes for this very reason, you may contact us instead to resolve your issue so we can offer alternatives
• In case of any chargeback, we may use this policy for the banks in regards to our cancellations policy within disputes/chargebacks. Please contact us so we can offer you alternatives, thank you!

 

CHANGE OF ADDRESS LATE NOTICES:

Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Please make sure you place a correct address before purchasing as it cannot be changed once you have placed the order.

We currently don’t support PO box addresses, please choose an alternative shipping address, thank you!

THE CUSTOMER RECEIVED A FAULTY/DAMAGED PRODUCT:

• A Customer is ONLY eligible for a refund if they received a faulty/damaged product, provided that the damage was reported to us via our Support email within 12 hours of receipt of the package, supported with a photograph/evidence of the said defect. This will then be subject to the review and approval of our Quality Assurance Team. Once approved, the customer will be asked to strictly follow our normal Return Policy. Should the customer want an exchange, please see our Return/Exchange Policy?

 

THE CUSTOMER RECEIVED THE WRONG COLOR WHICH IS VERY DIFFERENT FROM WHAT WAS ORDERED:

• A Customer is eligible for an exchange, return/refund if they received a color that is very different from what they ordered (example: Ordered Pink but received Dark Gray), provided that the issue was reported to us via our Support email within 12 hours of receipt of the package, supported with a photograph/evidence of the said product. This will then be subject to the review and approval of our Quality Assurance Team.
• Once approved, the customer will be asked to return the product to the return address that will be provided to them, in its original packaging and unused condition. If the above was not followed strictly, a refund request will not be accepted.

 

THE CUSTOMER RECEIVED THE ‘WRONG’ COLOR BUT WHICH IS CLOSE TO THE SHADE THEY ORDERED:

• A Customer is NOT eligible for a refund or a return if they received a color which is just slightly different from what they ordered (example: Ordered Dark Grey but received a slightly lighter or darker in color) we suggest to our customers to expect some slight difference in color due to the lighting used on the product images and/or your device screens color settings.

 

IN RARE CASES THAT CUSTOMER CHANGED THEIR MIND OR DID NOT LIKE THE PRODUCT AFTER RECEIPT:

• Returns and Exchanges are ONLY applicable to non-faulty and non-damaged items. Unfortunately, we cannot return and give you a refund of your product if you simply changed your mind after receiving your purchase and/or while shipment is on its way and you decided to cancel.

(*) All Shipping Charges and Governmental Taxes are Non-refundable

 

RETURN OR EXCHANGE POLICY

You have 16 days from receipt of goods to request return of items from your order.

• Orders that were deemed eligible for a return or an exchange by our Support Team (faulty/damaged/defective/wrong color) should be :
• In its brand-new condition, original packaging, and unused condition
• Sent to the designated Return Address provided by our Support Team, together with the Receipt or Proof of Purchase
• We do not pay for return shipping
• Orders that were returned (for exchange or not) but not approved by our Support Team is not eligible for a refund and will be discarded or returned to the customer at their own expense
• Please reach our Support Team first before attempting to return an order
• Please make sure you pick the correct color and the correct size of any products as they will no longer be changed 60 minutes from the time of purchase

 

You will be responsible for paying for your own shipping costs upon returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

 

We strongly encourage customers to carefully read the product description before purchase and do not hesitate to get in touch with one of our friendly team members at [email protected] with any questions or concerns about our products.

 

For any questions, please contact our support team at: [email protected]