Shipping & Returns

GENERAL TERMS & POLICY

Love Our Doggies may amend these rules as needed, with any updates taking immediate effect upon publication on www.loveourdoggies.com. Non-acceptance of these terms constitutes an immediate forfeiture of the right to use Love Our Doggies' services. Utilization of Love Our Doggies' services implies acceptance of these rules by all buyers. In the event of a discrepancy, Love Our Doggies' 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, Love Our Doggies reserves the right to deny any after-sales service.

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

Should Love Our Doggies fail to fulfill a buyer’s order within the Order Processing Time specified on Love Our Doggies’s product page, due to reasons including but not limited to stock shortage or other unforeseen circumstances, Love Our Doggies 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, Love Our Doggies is obligated to provide a prepaid return label within 3 business days for the return of the damaged or broken items. Love Our Doggies should process the refund once the returned goods are marked as “in transit” on the logistics website, using the Love Our Doggies-provided prepaid return label.

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

Should Love Our Doggies 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 Love Our Doggies' policy, Love Our Doggies 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, Love Our Doggies may exercise the right to withhold the refund.

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

Love Our Doggies will refund the order.

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

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

Please be aware that even if the order is within the specified processing time, Love Our Doggies 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, Love Our Doggies must act on it — either accept or reject — within three business days. Should Love Our Doggies not address the request within this period, Love Our Doggies will issue the refund.

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

2. GOODS RETURNED IN TRANSIT

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

Exceptions to this policy, which may preclude Love Our Doggies' 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 Love Our Doggies has consented to the refusal of delivery.

For pick-up orders: Love Our Doggies bears no responsibility for issues related to logistics.

3. GOODS DESTROYED IN TRANSIT

For orders fulfilled by Love Our Doggies: 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 — Love Our Doggies is obligated to process a refund within 3 business days of the refund request. Alternatively, if the buyer requests redelivery, Love Our Doggies should initiate the process within 5 business days of the request.

For pick-up orders: Love Our Doggies 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 Love Our Doggies 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, Love Our Doggies has the discretion to determine whether to accept the return of the products and issue a refund. Buyers should confirm with Love Our Doggies whether they are willing to accept the return. In cases where Love Our Doggies 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, Love Our Doggies is required to review the provided evidence and respond within 3 business days.

If Love Our Doggies, upon reviewing the proof, finds that it does not clearly demonstrate the problem, the evidence is considered invalid. In such cases, Love Our Doggies 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, Love Our Doggies must provide the buyer with a prepaid return label within 3 business days following approval of the proof. Love Our Doggies 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, Love Our Doggies 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, Love Our Doggies must initiate the redelivery within 5 business days of the proof being approved. Love Our Doggies 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 Love Our Doggies confirms that the tracking number provided is incorrect and Love Our Doggies does not supply the correct tracking information within 3 business days, Love Our Doggies will issue a refund for the order.

6.2 UNTIMELY TRACKING INFO UPDATES

For orders fulfilled by Love Our Doggies: 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, Love Our Doggies must process the refund within 3 business days of the buyer’s request.

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

For pick-up orders: Love Our Doggies 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, Love Our Doggies 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),” Love Our Doggies 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, Love Our Doggies must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless Love Our Doggies 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 loveourdoggiesco@gmail.com or contact Love Our Doggies via Contact Us to address any product or logistics concerns.

Love Our Doggies commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from Love Our Doggies 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 Love Our Doggies, which will facilitate the handling of the after-sale matters.