Shipping & Returns

Refund, Resend and Returns Policy

Please review the following policies carefully.

 Dog Care at its Best offers a quicker dispute solution and will appreciate it a lot if you provide:

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   Dog Care at its Best if our Dispute Team asks for a return in Disputes.

Except for the important interpretation,   Dog Care at its Best will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from   Dog Care at its Best 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   Dog Care at its Best warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from   Dog Care at its Best warehouse due to the strict customs clearance at Brazil.

c. For US Post Registered Air Mail and   Dog Care at its Best liquid line to all counties,   Dog Care at its Best will deal with your dispute for delayed orders after 100 days counting from the date that order departed from   Dog Care at its Best warehouse.

d. For some special shipping methods,   Dog Care at its Best 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 local post office or go to the post office for delivery.

2. Orders not Received.

  Dog Care at its Best will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If Your 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) 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, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return,   Dog Care at its Best takes no responsibility if products have been lost.

b. If the logistics company provides return service to US,   Dog Care at its Best will put the products in your private inventory and will not refund them when we receive the returned items.

c.   Dog Care at its Best cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3. Products Damaged.

  Dog Care at its Best offers a full refund or a replacement if packages arrived are badly damaged.

  Dog Care at its Best 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,   Dog Care at its Best cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.

d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.

e. For service products,   Dog Care at its Best refunds you the cost of the product which is the price in US market. If you have   Dog Care at its Best quality inspection service. Otherwise,   Dog Care at its Best will not take any responsibility for them. (See the following important interpretation > Service products)

4. Incorrect or Missing Products.

  Dog Care at its Best has a strict quality control process before products are dispatched.   Dog Care at its Best will deal with incorrect or missing products as follows:

a. For incorrect products,   Dog Care at its Best offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc.,   Dog Care at its Best offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c. For parts missing which doesn’t affect product function,   Dog Care at its Best may refund partially or resend the missing part; for parts missing which affect product function,   Dog Care at its Best will resend the product only.

d. For accessories,   Dog Care at its Best will resend the accessories.

Notes:

For size problem,   Dog Care at its Best will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.

For orders cancellation,   Dog Care at its Best 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, private inventory orders cannot be canceled as it is special products and only available for you.

c. After payment, video and photo orders cannot be canceled as   Dog Care at its Best has planned and prepared for you after payment.

Important Interpretation

1. 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.

Notes:

a. For bulk purchase orders, the close date usually is around 30 days.

b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.

2. Force Majeure.

  Dog Care at its Best takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However,   Dog Care at its Best will notify you by  dogcareat.itsbest@gmail.com.

3. Shipping Method Limits.

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities.   Dog Care at its Best lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；

Notes:

For DHL,   Dog Care at its BestPacket Fast Line,   Dog Care at its BestPacket JL Express,   Dog Care at its BestPacket Thailand, the remote addresses will be charged additional cost.

4. Destination Limits.

Due to limited international transportation,   Dog Care at its Best will not accept any disputes when your orders are shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.

5. Return.

Products can be returned to   Dog Care at its Best 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   Dog Care at its Best US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

a. Please return products within 20 days after receiving products.

6. Service Products.

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed,   Dog Care at its Best may not refund the product cost.

b. Any disputes arising from bad quality,   Dog Care at its Best may not accept as the supplier is not   Dog Care at its Best.

c. For service products without   Dog Care at its Best's quality checking inspection,   Dog Care at its Best may not accept the disputes.

7. Unacceptable Disputes.

  Dog Care at its Best 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.

  Dog Care at its Best always try to offer the best service. If you have any other questions, please feel free to contact us.