General Terms:
Favorite Dog Supplies reserves the right to update the rules when necessary, and the updated version will be published on www.FavoriteDogSupplies.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Favorite Dog Supplies immediately. All buyers are deemed to accept the rules if they are using the services provided by Favorite Dog Supplies. Favorite Dog Supplies' policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 30 days of the delivery date. The period of the Return & Refund request filed cannot exceed 30 days, as noted. Favorite Dog Supplies reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Favorite Dog Supplies via www.favoritedogsupplies.com/contact-us.
If Favorite Dog Supplies cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to, no stock or other conditions, Favorite Dog Supplies has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Favorite Dog Supplies has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Favorite Dog Supplies should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Favorite Dog Supplies shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Favorite Dog Supplies will abide by the policy under this condition.
If Favorite Dog Supplies accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee", under Favorite Dog Supplies' policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of the order total price.
Favorite Dog Supplies shall not require a warranty, such as whether to provide a warranty or not, or the manner of warranty handling.
Favorite Dog Supplies shall restrict the refund time and redelivery time under the condition, including but not limited to the order should be refunded based on the policy, agree on refund or redelivery between Favorite Dog Supplies and the buyer or others, Favorite Dog Supplies must refund within 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Favorite Dog Supplies. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Favorite Dog Supplies has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Favorite Dog Supplies Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Favorite Dog Supplies Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Favorite Dog Supplies will refund the order. The Return & Refund request is made within the stated processing time.
Favorite Dog Supplies has 3 business days to process the request after the buyer submits it. If Favorite Dog Supplies fails to process (accept or reject) the refund request within 3 business days, Favorite Dog Supplies will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
The Return & Refund request is made after the order has shipped. Favorite Dog Supplies has 10 business days to process the request after the buyer submits it. If Favorite Dog Supplies fails to process (accept or reject) the refund request within 10 business days, Favorite Dog Supplies will refund the order.
2. Goods Returned in Transit
If the package is sent back to Favorite Dog Supplies) During transit for any reason, and the buyer applies for a refund, Favorite Dog Supplies should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Favorite Dog Supplies should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to a screenshot from the logistics website that the order was destroyed, Favorite Dog Supplies should refund the order within 3 business days of the 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 that 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 Favorite Dog Supplies if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Favorite Dog 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, or expired 60 days after orders departed from the Favorite Dog Supplies warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after the orders depart from the Favorite Dog Supplies warehouse.
b. For Brazil, it is after 110 days, counting from the date that the order departed from the Favorite Dog Supplies warehouse due to the strict customs clearance in Brazil.
c. For Favorite Dog Supplies Packet Liquid Line to all countries, Favorite Dog Supplies will deal with your dispute for delayed orders after 100 days, counting from the date that the order departed from the Favorite Dog Supplies warehouse.
d. For some special shipping methods, Favorite Dog 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 was made it pending because of an insufficient address, the package was 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 normally be 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, Favorite Dog 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
Favorite Dog Supplies will not process refunds or resend orders if the tracking information indicates that the order has been 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 on time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
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, Favorite Dog Supplies takes no responsibility if products have been lost.
b. If the logistics company provides return service to the US, Favorite Dog Supplies will put the products in your private inventory and will not refund them when we receive the returned items.
c. Favorite Dog 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
Favorite Dog Supplies offers a full refund or a replacement if the packages that arrived are badly damaged.
Favorite Dog Supplies offers a partial refund or a replacement if packages arrive partially damaged (except for thread, slightly wrinkled, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Favorite Dog Supplies cannot offer any refunds or other after-sales services due to the long-distance international delivery.
c. For ordinary electronic products, your clients shall complain or open a dispute with you within 30 days after the packages are delivered.
d. For service products, Favorite Dog Supplies refunds you the cost of the product, which is the price in the US market. Otherwise, Favorite Dog Supplies will not take any responsibility for them.
3.4 Incorrect or Missing Products
Favorite Dog Supplies has a strict quality control process before products are dispatched.
Favorite Dog Supplies will deal with incorrect or missing products as follows:
a. For incorrect products, Favorite Dog Supplies offers a full refund or replacement.
b. For products with the wrong color or size, which don't affect the product function, etc., Favorite Dog Supplies offers a refund or resend if you provide a screenshot of your complaint, including name, content, and date.
c. For parts missing that don't affect product function, Favorite Dog Supplies may refund partially or resend the missing part; for parts missing that affect product function, Favorite Dog Supplies will resend the product only.
d. For accessories, Favorite Dog Supplies will resend the accessories.
Notes:
For size problems, Favorite Dog Supplies will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
4. Wrong Receipt Information
If the buyer puts the wrong receipt information on an order, the buyer should contact us via www.favoritedogsupplies.com/contact-us to request us to update the order with the correct receipt information.
Please note that the receipt information correction or order cancellation is not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Favorite Dog Supplies shall refund the order within 3 business days of receiving the goods, as the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note that 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 (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods, or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on Favorite Dog Supplies, Favorite Dog Supplies should check the proof and give a response within 3 business days.
If the proof checked by Favorite Dog Supplies does not show the problem clearly, or if the proof checked by Favorite Dog Supplies is not showing the problem clearly, the proof is invalid, and Favorite Dog Supplies has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Favorite Dog Supplies, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Favorite Dog Supplies should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, Favorite Dog Supplies should refund the order within 3 business days of the refund request.
If the proof is valid, and the buyer requests redelivery, Favorite Dog Supplies should redeliver within 5 business days of proof approval. Please note that Favorite Dog Supplies has the right to refund orders if the redelivery products are out of stock, or buyers can reorder products when the products are restocked.
5.1 Incorrect or Missing Products
Favorite Dog Supplies has a strict quality control process before products are dispatched.
Favorite Dog Supplies will deal with incorrect or missing products as follows:
a. For incorrect products, Favorite Dog Supplies offers a full refund or replacement.
b. For products with the wrong color or size, which don't affect product function, etc., Favorite Dog Supplies offers a refund or resend if you provide a screenshot of your client's complaint, including name, content, and date.
c. For parts missing that don't affect product function, Favorite Dog Supplies may refund partially or resend the missing part; for parts missing that affect product function, Favorite Dog Supplies will resend the product only.
d. For accessories, Favorite Dog Supplies will resend the accessories.
Notes:
For size problems, Favorite Dog Supplies will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of the 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, Favorite Dog Supplies may not refund the product cost.
b. Any disputes arising from bad quality, Favorite Dog Supplies may not accept as the supplier is not Favorite Dog Supplies.
c. For service products without Favorite Dog Supplies quality checking inspection, Favorite Dog Supplies may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Favorite Dog Supplies verifies that the tracking number is wrong, and Favorite Dog Supplies fails to provide the correct one within 4 business days, Favorite Dog 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, Favorite Dog Supplies requires a refund order within 3 business days since the buyer's request.
Note: this clause is not applicable for special times/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 Favorite Dog Supplies fails to provide any valid tracking updated info, the buyer may apply for a refund. Favorite Dog Supplies requires a refund order within 3 business days as the buyer requests.
Note: this clause is not applicable for special times/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. Favorite Dog 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 an additional cost.
6.5 Force Majeure
Favorite Dog Supplies takes no responsibility for any product damage or shipping delay caused by acts of god, including but not limited to: epidemic situations, international situations, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspections. However, Favorite Dog Supplies will notify you at FavoriteDogSupplies@gmail.com
6.6 Destination Limits
Due to limited international transportation, Favorite Dog 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
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through FavoriteDogSupplies@gmail.com.
Favorite Dog Supplies will try its best to assist buyers in these special circumstances promptly. After notifying Favorite Dog Supplies, Buyers should expect a decision from Favorite Dog Supplies on these types of issues no later than two weeks.
Favorite Dog Supplies takes no responsibility for any product damage or shipping delay caused by acts of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Favorite Dog Supplies will notify you by FavoriteDogSupplies@gmail.com.
7.1 Return
Products can be returned to Favorite Dog 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 the Favorite Dog 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 Favorite Dog Supplies, and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving the products and after speaking with someone at Favorite Dog Supplies.
7.2 Orders Cancellation
For order cancellations, Favorite Dog Supplies offers a full refund before products are processed by the warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, pre-ordered inventory orders cannot be canceled as they are special products and are only available for you.
c. After payment, video and photo orders cannot be canceled as Favorite Dog 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
Favorite Dog 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 are returned/discarded/detained due to the consignee’s failure to comply with the 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-sales issues, buyers have the responsibility to open a dispute with Favorite Dog Supplies to help deal with the after-sales issues.
