Shipping & Returns

GENERAL TERMS & POLICY

Pamper Your Dog may amend these rules as needed, with any updates taking immediate effect upon publication on www.pamperyourdog.com. Non-acceptance of these terms constitutes an immediate forfeiture of the right to use Pamper Your Dog's services. Utilization of Pamper Your Dog's services implies acceptance of these rules by all buyers. In the event of a discrepancy, Pamper Your Dog's Policy shall prevail.

Buyers must submit return and refund requests within 30 days from the delivery date for after-sales issues. Should a request be filed after this period, Pamper Your Dog reserves the right to deny any after-sales service.

Prior to requesting an order cancellation, buyers must verify that Pamper Your Dog's Return & Refund Policy permits cancellation at the current stage. If allowable, buyers are required to apply for cancellation, subject to Pamper Your Dog's consent. Please be aware that while Pamper Your Dog will attempt to cancel the order with the warehouse, the ability to do so is not guaranteed.

Should Pamper Your Dog fail to fulfill a buyer’s order within the Order Processing Time specified on Pamper Your Dog’s product page, due to reasons including but not limited to stock shortage or other unforeseen circumstances, Pamper Your Dog is obligated to promptly cancel the order and issue a refund.

In the event that the buyer receives damaged or broken goods and substantiates a refund request with compelling evidence, Pamper Your Dog is obligated to provide a prepaid return label within 3 business days for the return of the damaged or broken items. Pamper Your Dog should process the refund once the returned goods are marked as “in transit” on the logistics website, using the Pamper Your Dog-provided prepaid return label.

For “non-defective remorse returns,” Pamper Your Dog reserves the right to accept or reject such requests in line with its stated policy. Pamper Your Dog will abide by its published policy in these instances.

Should Pamper Your Dog agree to an after-sale request for “non-defective remorse returns” and opt to impose a “restocking & repacking fee,” the total fee charged shall not exceed 35% of the order’s total price.

Under conditions that necessitate a refund based on Pamper Your Dog's policy, Pamper Your Dog enforces specific time constraints. Refunds must be issued within no more than 3 business days, and redelivery must be initiated within no more than 5 business days.

Buyers must ensure that goods are returned within 15 calendar days of receiving a return label. Should this deadline not be met, Pamper Your Dog may exercise the right to withhold the refund.

Upon submitting an after-sales request, the buyer is required to furnish evidence to Pamper Your Dog. If the buyer fails to provide adequate evidence within the timeframe specified by Pamper Your Dog's Return & Refund Policy, Pamper Your Dog reserves the right to decline the return and/or refund request. The determination of whether the evidence is compelling will be made at Pamper Your Dog's discretion.

1. REFUND REQUEST TIMING

Buyers are entitled to request a full refund for orders not dispatched within the timeframe indicated on the order page, as per the estimated processing time.

For Unshipped Orders

The Return & Refund request is made after the stated processing time.

Pamper Your Dog will refund the order.

The Return & Refund request is made within the stated processing time.

Upon receipt of a refund request from the buyer, Pamper Your Dog must act on it — either accept or reject — within three business days. Should Pamper Your Dog not address the request within this period, Pamper Your Dog will issue the refund.

Please be aware that even if the order is within the specified processing time, Pamper Your Dog is still required to process refund requests within the aforementioned three-business-day window.

For Shipped Orders

The Return & Refund request is made after the order has been shipped.

Upon receipt of a refund request from the buyer, Pamper Your Dog must act on it — either accept or reject — within three business days. Should Pamper Your Dog not address the request within this period, Pamper Your Dog will issue the refund.

Please be aware that even if the order is within the specified processing time, Pamper Your Dog is still required to process refund requests within the aforementioned three-business-day window.

2. GOODS RETURNED IN TRANSIT

For orders fulfilled by Pamper Your Dog: If a package is returned to Pamper Your Dog during transit due to a logistics carrier error and the buyer requests a refund, Pamper Your Dog is required to process the refund within 3 business days of the refund request. Conversely, if the buyer chooses redelivery, Pamper Your Dog must begin reshipment within 5 business days of receiving the redelivery request.

Exceptions to this policy, which may preclude Pamper Your Dog's obligation to refund or redeliver, include but are not limited to:

•  The provision of an incorrect or incomplete address by the buyer.
•  The refusal of the buyer’s recipient to accept the goods. This does not apply in instances where the buyer has cancelled the order upon the recipient’s request and Pamper Your Dog has consented to the refusal of delivery.

For pick-up orders: Pamper Your Dog bears no responsibility for issues related to logistics.

3. GOODS DESTROYED IN TRANSIT

For orders fulfilled by Pamper Your Dog: If the package or goods are damaged during transit and the buyer provides proof — such as a screenshot from the logistics website confirming the destruction — Pamper Your Dog is obligated to process a refund within 3 business days of the refund request. Alternatively, if the buyer requests redelivery, Pamper Your Dog should initiate the process within 5 business days of the request.

For pick-up orders: Pamper Your Dog holds no responsibility for any issues related to logistics.

4. WRONG RECEIPT INFORMATION

If the buyer enters incorrect recipient information for an order, they should promptly reach out to Pamper Your Dog via Contact Us to request an update of the order with the correct recipient information.

Please be aware that requests for correcting recipient information or cancelling an order are not guaranteed to be fulfilled.

Should the order have already been dispatched, it is the buyer’s responsibility to contact the logistics company directly to provide accurate information.

If goods are shipped to an incorrect address because the buyer provided wrong information, Pamper Your Dog has the discretion to determine whether to accept the return of the products and issue a refund. Buyers should confirm with Pamper Your Dog whether they are willing to accept the return. In cases where Pamper Your Dog consents to the return, the buyer will be accountable for the return shipping expenses.

Should the order be uncorrectable or non-returnable, the buyer must absorb any associated losses.

5. DEFECTIVE PRODUCTS

Including package breakage, significantly not as described, missing or wrong goods, and quality problems.

Upon receipt, if the buyer encounters any of the above issues, the buyer should submit a refund or redelivery request along with valid proof. Valid proof includes photos or videos that clearly demonstrate the issue with the goods received. Once the request is filed, Pamper Your Dog is required to review the provided evidence and respond within 3 business days.

If Pamper Your Dog, upon reviewing the proof, finds that it does not clearly demonstrate the problem, the evidence is considered invalid. In such cases, Pamper Your Dog reserves the right to deny the buyer’s refund request.

If the buyer’s evidence clearly demonstrates an issue, the review process should not exceed 3 business days. Should a return be necessary for a refund, Pamper Your Dog must provide the buyer with a prepaid return label within 3 business days following approval of the proof. Pamper Your Dog is then required to issue a refund once the tracking information provided by the buyer indicates the return is in transit, which must also occur within 3 business days.

If the goods do not need to be returned, Pamper Your Dog must process the refund within 3 business days of receiving the refund request.

In the event that the buyer opts for redelivery and the proof is deemed valid, Pamper Your Dog must initiate the redelivery within 5 business days of the proof being approved. Pamper Your Dog reserves the right to issue a refund instead if no stock is available for redelivery. Alternatively, buyers may choose to reorder the products once they are back in stock.

6. LOGISTICS ISSUES

6.1 INVALID TRACKING INFORMATION

If Pamper Your Dog confirms that the tracking number provided is incorrect and Pamper Your Dog does not supply the correct tracking information within 3 business days, Pamper Your Dog will issue a refund for the order.

6.2 UNTIMELY TRACKING INFO UPDATES

For orders fulfilled by Pamper Your Dog: Should there be no update on the tracking information for more than 7 business days as indicated on the logistics website, and the buyer requests a refund, Pamper Your Dog must process the refund within 3 business days of the buyer’s request.

For pick-up orders: Pamper Your Dog is not held responsible for any logistics-related issues.

Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances where standard logistics operations may be disrupted.

6.3 EXTENDED SHIPPING DELAYS

For orders fulfilled by Pamper Your Dog: If the actual transit time surpasses the estimated delivery time by 10 days or more, and Pamper Your Dog does not offer any valid updated tracking information, the buyer is entitled to request a refund. Upon such a request, Pamper Your Dog must issue the refund within 3 business days.

For pick-up orders: Pamper Your Dog is not liable for any issues related to logistics.

Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances.

6.4 LOGISTICS EXECUTION RULES

Buyers are required to familiarize themselves with the shipping options provided before placing an order. If multiple shipping methods are offered, Pamper Your Dog must dispatch the order according to the buyer’s selected logistics choice. Non-compliance allows the buyer to seek a refund. However, if the product listing indicates “Seller-Selected Shipping (Buyer Cannot Choose),” Pamper Your Dog retains the discretion to choose the shipping method, and any specific logistics requests made by the buyer at the time of order will not be accommodated.

6.5 RESTRICTIONS ON COMBINED SHIPMENTS

Upon receipt of an order, Pamper Your Dog must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless Pamper Your Dog has received explicit consent from the buyer for such consolidation.

7. MISCELLANEOUS

During public holidays, pandemics, extreme weather conditions, or other exceptional situations, buyers should reach out to pamperyourdog@gmail.com or contact Pamper Your Dog via Contact Us to address any product or logistics concerns.

Pamper Your Dog commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from Pamper Your Dog on such matters within a maximum of two weeks after notification.

If buyers are dissatisfied with the resolution of post-sale issues, they are obligated to initiate a dispute with Pamper Your Dog, which will facilitate the handling of the after-sale matters.