Shipping & Returns

General Terms

1. Policy Updates

Dog Dream Shop reserves the right to update these terms as necessary. The updated version will be published on www.dogdreamshop.com and will take effect immediately. By using our services, all buyers and suppliers accept these terms. If you do not agree, you forfeit your right to use Dog Dream Shop’s services.

2. Return and Refund Policy

• Return Requests: Buyers should submit return and refund requests within 15 days of the delivery date, unless a different timeframe is specified by the supplier. Requests submitted after this period may not be eligible for after-sales service.
• Supplier Policies: Suppliers must publish their own Return & Refund Policy on the product detail page. In case of conflicts, Dog Dream Shop’s policy will take precedence.

3. Order Cancellation

• Buyers may cancel an order prior to shipment by clicking the "request refund" button in the Dog Dream Shop buyer center or by contacting customer service. Note that some suppliers may not allow cancellations before shipment.
• Suppliers must respond to cancellation requests within 3 business days.

4. Order Fulfillment Issues

If a supplier cannot fulfill an order within the specified processing time due to stock or other issues, they have the right to cancel and refund the order.

5. Damaged Goods

• If buyers receive damaged or broken goods, they must provide compelling evidence to request a refund. Suppliers are required to offer a prepaid return label within 3 business days for the return of damaged goods.
• Refunds will be processed when the return shows as in transit using the supplier's prepaid return label.

6. Non-Defective Returns

• Dog Dream Shop does not require suppliers to accept returns for non-defective remorse. Suppliers can choose to accept or reject such requests based on their policy.
• If accepted, any restocking or repacking fee must not exceed 35% of the total order price.

7. Warranty

Dog Dream Shop does not impose any warranty obligations on suppliers regarding the provision of warranties or their handling.

8. Refund and Redelivery Timelines

• Refunds must be processed within 3 business days, and redeliveries must occur within 5 business days, based on the agreement between suppliers and buyers.

9. Evidence Submission

Buyers must provide valid evidence for after-sales requests. If evidence is deemed insufficient by either the supplier or Dog Dream Shop, the request may be rejected.

Specific Scenarios

1. Unshipped Orders

• Refund Request Timing:
  • For orders not shipped within the stated processing time, buyers may request a full refund.
  • Suppliers have 3 business days to respond to refund requests for unshipped orders. If not processed, Dog Dream Shop will issue a refund.

2. Goods Returned in Transit

If a package is returned during transit, suppliers must refund within 3 business days of the refund request. If redelivery is requested, it must begin within 5 business days.

3. Goods Destroyed in Transit

For destroyed goods, buyers must provide proof. Refunds will be processed within 3 business days, or redelivery will occur within 5 business days upon request.

4. Incorrect Receipt Information

If you provide incorrect receipt information for an order, please follow these steps:

• Contact the Supplier: Use the "Contact Seller" option.
• Reach Out to Customer Service: Contact Dog Dream Shop for assistance.

Important Notes:

• Corrections to receipt information or order cancellations are not guaranteed.
• If your order has already shipped, it is your responsibility to contact the logistics company with the correct information.

If Goods Are Delivered to the Wrong Address:

• You may attempt to return the products at your own expense.
• If the goods are returned in good condition:
  • The supplier will issue a refund within 3 business days of receiving the items, or
  • Begin redelivery within 5 business days of receiving the goods.

Note: You will be responsible for any redelivery fees.

If the order cannot be corrected or returned, you will bear any associated losses.

5. Defective Products

If you notice any issues upon receipt (e.g., damaged package, significantly not as described, missing or incorrect goods), please:

• Submit a Refund or Redelivery Request: Provide valid proof (photos/videos) clearly showing the issue.

Once your request is filed with Dog Dream Shop, the supplier will review the proof and respond within 3 business days.

• If the proof is unclear, your request may be rejected.
• If validated, the supplier will provide a prepaid return label within 3 business days if the items need to be returned. Refunds will be issued once the return is confirmed as in transit with the provided tracking number.

If the goods do not need to be returned, the supplier will issue a refund within 3 business days of your request.

For valid proof and redelivery requests, the supplier will process redelivery within 5 business days of proof approval. Note that suppliers may issue a refund if requested items are out of stock, or you may reorder when the products are restocked.

6. Logistics Issues

6.1 Invalid Tracking Information

If Dog Dream Shop verifies that the tracking number is incorrect and the supplier fails to provide the correct one within 4 business days, a refund will be issued.

6.2 Untimely Tracking Updates

If there are no updates to the tracking information for more than 7 business days after the shipping label is created, and you request a refund, the supplier will be required to process it within 3 business days of your request.

Note: This clause does not apply during special periods, such as holidays, COVID-19, or abnormal weather conditions.

6.3 Extended Shipping Period

If the shipping time exceeds the estimated delivery period by 10 days or more, and the supplier fails to provide valid tracking updates, you may request a refund. The supplier will be required to process it within 3 business days of your request.

Note: This clause does not apply during special periods, such as holidays, COVID-19, or abnormal weather conditions.

7. Other Circumstances

In the event of holidays, COVID-19, abnormal weather, or other extraordinary situations, please:

• Contact Us: Use the Contact Us page.
• Reach Out to the Supplier: Contact the supplier through your Dog Dream Shop account (dogdreamshopinfo@gmail.com) using the order "Contact Message" option.

Dog Dream Shop will make every effort to assist you promptly during these circumstances. You can expect a decision from us within two weeks of your notification.

8. Attention

If you are dissatisfied with the resolution of any after-sales issues, it is your responsibility to open a dispute with Dog Dream Shop for further assistance.