1. Policy Updates and Acceptance

Doggy Dog Depot reserves the right to update these rules at any time. Updates will be published immediately on www.doggydogdepot.com. If you do not accept the updated policy, you are deemed to have waived the use of services provided by Doggy Dog Depot. By using our services, all buyers are deemed to have accepted these rules. In case of dispute, Doggy Dog Depot’s policy shall prevail.

2. Return & Refund Requests

2.1 General Guidelines

• Buyers must file a return or refund request within 7 days of the delivery date.
  
  

• If the request is filed after the 7-day period, Doggy Dog Depot reserves the right to decline any after-sales service.
  
  

• Before an order is shipped, buyers may cancel it by contacting Doggy Dog Depot through the Contact Us page.
  
  

2.2 Order Fulfillment Issues

• If Doggy Dog Depot cannot fulfill an order (due to stock issues or otherwise), we reserve the right to cancel and refund the order within the specified processing time.
  
  

2.3 Damaged Goods

• If the buyer receives goods that are damaged or broken and provides compelling evidence, Doggy Dog Depot will provide a prepaid return label within 3 business days.
  
  

• A refund will be issued once the return is marked "in transit" by the logistics provider.
  
  

2.4 Non-Defective Remorse Returns

• Doggy Dog Depot generally does not accept returns based on buyer's remorse for non-defective items. Acceptance is at our discretion.
  
  

• If accepted, a restocking and repacking fee of up to 35% of the total order value may be applied.
  
  

2.5 Refund & Redelivery Timing

• Refunds must be issued within 3 business days, and redelivery (if applicable) within 5 business days after approval.
  
  

2.6 Buyer Evidence Requirements

• Buyers must provide compelling evidence to support any return or refund request within the stated after-sales period. Failure to do so may result in rejection of the request.
  
  

• The determination of whether the evidence is compelling rests solely with Doggy Dog Depot.

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3. After-Sales Scenarios

3.1 Refund Requests for Unshipped Orders

• If the order is not shipped within the stated processing time, the buyer is entitled to a full refund.
  
  

• Doggy Dog Depot must process the refund request within 3 business days of receipt. If we fail to do so, the refund will be issued automatically.
  
  

3.2 Refund Requests for Shipped Orders

• Doggy Dog Depot has 10 business days to process refund requests for shipped orders.
  
  

• Failure to respond within this timeframe results in an automatic refund.
  
  

3.3 Return in Transit

• If a package is returned to Doggy Dog Depot while in transit, we will refund within 3 business days of the refund request, or redeliver within 5 business days upon request.
  
  

3.4 Goods Destroyed in Transit

• If goods are destroyed in transit, and proof is provided (e.g., tracking screenshots), Doggy Dog Depot will issue a refund or redelivery.
  
  

Required Evidence:
 a. Photos/videos of damaged items.
 b. Screenshots of email or dispute with details (name, date, and content).
 c. Returns may be required if requested by the Dispute Team.

3.5 Orders Delayed

Refunds or redeliveries will be issued under these timeframes:

• USA: 45 days after departure from warehouse
  
  

• Brazil: 110 days due to customs delays
  
  

• Doggy Dog Depot Packet Liquid Line: 100 days
  
  

• Some shipping methods are excluded (see below)
  Note: Local delivery issues (unclaimed packages, wrong address) may require buyer action (e.g., contacting the post office).

3.6 Orders Not Received

No refund will be issued if tracking shows the order was delivered unless a non-delivery certification from the local post office is provided.

Common alerts (e.g., incorrect address, refused delivery) will affect eligibility.

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 generally attempt delivery 1-3 times based upon the actual situation. If the order remains unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Buyer will need to pick up the package in person. If delivery is not picked up, the product will be returned to the sender, our logistics company. During this process, Doggy Dog Depot takes no responsibility if products have been lost.

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

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

3.7 Products Damaged

• Full refund/replacement for severely damaged goods.
  
  

• Partial refund/replacement for minor damage (excluding small cosmetic flaws).

Notes:

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

• b. For damaged packing boxes, Doggy Dog Depot cannot offer any refunds or other after-sales services due to the long-distance international delivery.

• c. For ordinary, electronic products, your clients should open a dispute with you within 30 days after packages are delivered.

• d. For service products, Doggy Dog Depot refunds the cost of the product based upon US market prices. 
  
  

3.8 Incorrect or Missing Products

Doggy Dog Depot will:

• Fully refund or replace incorrect items.
  
  

• Refund or resend the wrong color/size item if the complaint includes screenshot (name, content, date).
  
  

• Refund partially or resend missing parts, depending on whether function is affected.

• For accessories, Doggy Dog Depot will resend the accessories.

Notes:

For size problems, Doggy Dog Depot requests that the product be measured according to the correct measurement method. Provide us the photo of measurement. This will allow our dispute team to deal quickly and effectively resolve your dispute. 

4. Receipt Information Issues

• Buyers must contact Doggy Dog Depot immediately to correct incorrect receipt information.
  
  

• If the order has shipped with unresolved receipt correction, buyers are responsible for contacting the logistics company to ensure provision of correct information for seamless product delivery. Buyer will be responsible for any reshipment costs in this scenario..
  
  

• If the goods are returned in good condition, Doggy Dog Depot shall refund the order within 3 business days upon receipt of the goods,or redeliver within 5 business days with additional redelivery fee within 5 days upon receipt of product. .

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

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5. Defective Products

If goods are defective (e.g., not as described, damaged), buyers must provide clear evidence (photos/videos). Doggy Dog Depot will respond within 3 business days.

5.1 Response Process:

• If valid, a prepaid return label will be issued within 3 business days.
  
  

• Refunds will be processed once the return is marked "in transit."
  
  

• Redelivery (if applicable) will be initiated within 5 business days.

Note:  Doggy Dog Depot will refund orders if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.

5.2 Service Products

• Doggy Dog Depot is not liable for:
   a. Delays/damages on third-party service products
   b. Quality issues from third-party suppliers
   c. Service products not inspected by Doggy Dog Depot

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6. Logistics Issues

6.1 Invalid Tracking

• If the tracking number is invalid and no replacement is provided within 4 business days, a refund will be issued.
  
  

6.2 No Tracking Updates

• If no updates appear for 7 business days, the buyer may request a refund.

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

6.3 Delayed Shipping

• If the shipping time exceeds the estimated delivery by 10+ days, a refund may be issued.
  
  

Exemptions: Holidays, natural disasters, or other abnormal events.

6.4 Shipping Method Limitations

• Some shipping methods are not trackable in certain countries. Doggy Dog Depot will not accept disputes involving these methods, including:
  
  

• PostNL, Electric PostNL
  
  

• Packet EUB, Packet Postal Route
  
  

• Packet Railway Economy
  Notes:

• When choosing certain shipping methods, the remote addresses will be charged an additional cost.

6.5 Force Majeure

• Doggy Dog Depot is not liable for delays or damage caused by acts of God (e.g., epidemics, wars, natural disasters).
  
  

• In such events, we will notify customers via doggydogdepot1@gmail.com.

6.6 Destination Limits

Due to limited international transportation, Doggy Dog Depot 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 Important Terms

7.1 Returns

• Products can only be returned to Doggy Dog Depot’s U.S. warehouses.
  
  

• Return shipping costs are the buyer’s responsibility.
  
  

• Returns must be requested via email and completed within 10 days of receiving the product.
  
  

7.2 Order Cancellation

• Orders may be canceled before they are processed.
  
  

• POD (Print-on-Demand) and preorder inventory orders cannot be canceled after payment.
  
  

• Video/photo service orders are also non-cancellable once planning begins.
  
  

7.3 Dispute Deadlines

• Disputes cannot be opened after an order status is "closed."
  
  

• Disputes based on untraceable third-party tracking will not be accepted.
  
  

7.4 Unacceptable Disputes
 Disputes based on the following will not be accepted:

• Buyer changed mind
  
  

• Subjective dissatisfaction
  
  

• Odors
  
  

• Incorrect item/SKU ordered by buyer
  
  

• Wrong shipping address provided
  
  

• Previously agreed product differences
  
  

• Local logistics issues not caused by Doggy Dog Depot
  
  

• Customs issues due to local laws or buyer inaction
  
  

8. Final Notes

• If buyers are unsatisfied with the proposed solution, they are responsible for opening a formal dispute with Doggy Dog Depot to resolve the issue.