1. Refund Request Timing

The buyer has the right to apply for a full refund for any order not shipped within the stated processing time (as shown on the order page).

For Unshipped Orders

• If the Return & Refund request is made after the stated processing time, My Doggy Supplies will refund the order.

• If the request is made within the stated processing time, My Doggy Supplies has 3 business days to process it. If My Doggy Supplies fails to accept or reject the request within 3 business days, the order will be refunded.

Note: Even if the order is still within the stated processing time, any refund request must be processed within the timeframe listed above.

For Shipped Orders

• If the Return & Refund request is made after the order has shipped, My Doggy Supplies has 10 business days to process it.

• If My Doggy Supplies fails to accept or reject the request within 10 business days, the order will be refunded.

2. Goods Returned in Transit

If the package is returned to My Doggy Supplies during transit for any reason and the buyer applies for a refund, My Doggy Supplies must refund within 3 business days of the request.

If the buyer requests redelivery, My Doggy Supplies must begin redelivery within 5 business days.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, My Doggy Supplies should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.

The following steps must be followed when creating this type of request.

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

c. The products need to be returned to My Doggy Supplies, if our Dispute Team asks for a return in Disputes. Except for the important interpretation, My Doggy Supplies  will make a refund, resend, or accept the return for any of the following cases:

3.1 Orders Delayed

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from My Doggy Supplies  warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from My Doggy Supplies  warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from My Doggy Supplies  warehouse due to the strict customs clearance at Brazil.

c. For My Doggy Supplies Packet Liquid Line to all countries, My Doggy Supplies will deal with your dispute for delayed orders after 100 days counting from the date that order departed from My Doggy Supplies warehouse.

d. For some special shipping methods, My Doggy Supplies  cannot deal with your disputes. (See the following important interpretation)

Notes: Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, My Doggy Supplies will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.

3.2 Orders Not Received

My Doggy Supplies  will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

  a) Incorrect/insufficient address.

  b) No such number.

  c) Unknown recipient.

  d) Refused.

  e) Do not pick up in time.

  f) No safe delivery location.

  g) Uncleared customs. h) Other

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, My Doggy Supplies takes no responsibility if products have been lost.

b. If the logistics company provides return service to US, My Doggy Supplies  will put the products in your private inventory and will not refund them when we receive the returned items.

c. My Doggy Supplies  cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3.3 Products Damaged

My Doggy Supplies offers a full refund or a replacement if packages arrived are badly damage.

My Doggy Supplies offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, My Doggy Supplies cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary, electronic products, Your clients shall complain or open a dispute to you within 30 days after packages are delivered.

d. For service products, My Doggy Supplies  refunds you the cost of the product which is the price in the US market. Otherwise, My Doggy Supplies  will not take any responsibility for them.

3.4 Incorrect or Missing Products

My Doggy Supplies  has a strict quality control process before products are dispatched.

My Doggy Supplies  will deal with incorrect or missing products as follows:

a. For incorrect products, My Doggy Supplies offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., My Doggy Supplies offers a refund or resend if you provide a screenshot of your complaint including name, content and date.

c. For parts missing which don't affect product function, My Doggy Supplies  may refund partially or resend the missing part; for parts missing which affect product function, My Doggy Supplies  will resend the product only.

d. For accessories, My Doggy Supplies  will resend the accessories.

Notes:

For size problems, My Doggy Supplies  will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with the photo of measurement. Then, our dispute team will deal with your disputes quickly.

4. Wrong Receipt Information

If the buyer puts wrong receipt information on an order, the buyer should contact the us via (https://www.mydoggysupplies.com/contact-us) to request us to update the order with the correct receipt information.

Please note the receipt information correction or order cancellation are not guarantee

If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct informatio

If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, My Doggy Supplies  shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. 

Please note the buyer will additionally be in charge of the redelivery fee.

If the order cannot be corrected or returned, the buyer will bear the losses.

5. Defective Products

If the buyer detects any issue upon receipt, they must provide valid proof (photos/videos). My Doggy Supplies must respond within 3 business days.

If proof is unclear, My Doggy Supplies may reject the request.

If proof is valid:

• A prepaid return label must be provided within 3 business days (if return required)

• Refund must be issued within 3 business days once tracking shows “in transit”

• Redelivery must occur within 5 business days if requested

5.1 Incorrect or Missing Products

My Doggy Supplies  has a strict quality control process before products are dispatched.

My Doggy Supplies  will deal with incorrect or missing products as follows:

a. For incorrect products, My Doggy Supplies offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., My Doggy Supplies  offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and dat

c. For parts missing which don't affect product function, My Doggy Supplies may refund partially or resend the missing part; for parts missing which affect product function, My Doggy Supplies  will resend the product only.

d. For accessories, My Doggy Supplies  will resend the accessories.

Notes: For size problems, My Doggy Supplies  will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5.2 Service Products

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, My Doggy Supplies  may not refund the product cost.

b. Any disputes arising from bad quality, My Doggy Supplies  may not accept as the supplier is not My Doggy Supplies. 

c. For service products without My Doggy Supplies quality checking inspection, My Doggy Supplies may not accept the disputes

6. Logistics Issues

6.1 Invalid tracking information

If My Doggy Supplies verifies the tracking number is wrong, and My Doggy Supplies fails to provide the correct one within 4 business days, My Doggy Supplies  will refund the order.

6.2 Untimely Tracking Info Updates

If there is no update of the tracking info for more than 7 business days after the label is created showing on a logistic website, and the buyer applies for a refund, My Doggy Supplies requires a refund order within 3 business days since buyer request

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.3 Too-long of Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and My Doggy Supplies  fails to provide any valid tracking updated info, the buyer may apply for a refund. My Doggy Supplies requires a refund order within 3 business days as buyer requests.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.4. Shipping Method Limits

Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. My Doggy Supplies  lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.

Notes: When choosing certain shipping methods, the remote addresses will be charged additional cost.

6.5 Force Majeure

My Doggy Supplies  takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, My Doggy Supplies  will notify you by (mydoggysuppliesco@gmail.com)

   6.6 Destination Limits Due to limited international transportation, My Doggy Supplies  will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan  Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

7. Other

My Doggy Supplies  takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, My Doggy Supplies  will notify you by (mydoggysuppliesco@gmail.com).

 7.1 Return

Products can be returned to My Doggy Supplies  US warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at My Doggy Supplies  US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

a. If you indeed want to return the products, please email My Doggy Supplies and someone will respond to you within 1 to 5 business days. 

b. Please return products within 10 days after receiving products and after speaking with someone at My Doggy Supplies . 

7.2 Orders Cancellation

For orders cancellation, My Doggy Supplies offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.

b. After payment, pre order inventory orders cannot be canceled as they are special products and only available for you.

c. After payment, video and photo orders cannot be canceled as My Doggy Supplies  has planned and prepared for you after payment.

7.3 Deadline of Opening Dispute

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

7.4 Unacceptable Disputes   

My Doggy Supplies  shall not accept any unreasonable disputes, including but not limited to:

  a. The buyer does not like it.

  b. The product description is not real.

  c. Products smell unusual.

  d. The buyer ordered the wrong items or SKU.

  e. The shipping address was provided incorrectly.

  f. Product difference was negotiated in advance.

  g. Tracking information deleted by logistics companies or local post offices.

  h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

8.Attention

If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with My Doggy Supplies to help deal with the after-sale issues.