General Terms:
Body Dog Supplies reserves the right to update the rules when necessary, and the updated version will be published on bodydogsupplies.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Body Dog Supplies immediately. All buyers are deemed to accept the rules if they are using the services provided by Body Dog Supplies. Body Dog Supplies policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date. If the period of Return & Refund request filed exceeds, Body Dog Supplies reserves the right not to provide any after-sales service after that time.
If Body 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, Body 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, Body Dog Supplies has the responsibility to offer the buyer a prepaid return label within 14 business days to return damaged/broken goods. Body Dog Supplies should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Body Dog Supplies shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Body Dog Supplies will abide by the policy under this condition.
Body Dog Supplies shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the policy, agree on refund or redelivery between Body Dog Supplies and buyer or others, Body Dog Supplies must refund not more than 14 business days, or redelivery not more than 21 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Body Dog Supplies. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Body Dog Supplies has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Body 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 Body Dog Supplies Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Body Dog Supplies will refund the order. The Return & Refund request is made within the stated processing time.
Body Dog Supplies has 14 business days to process the request after the buyer submits it. If Body Dog Supplies fails to process (accept or reject) the refund request within 14 business days, Body 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. Body Dog Supplies has 14 business days to process the request after the buyer submits it. If Body Dog Supplies fails to process (accept or reject) the refund request within 14 business days, Body Dog Supplies will refund the order.
2. Goods Returned in Transit
If the package is sent back during transit for any reason, and the buyer applies for a refund, Body Dog Supplies should refund within 14 business days of the refund request. Under the same cases, if the buyer requests redelivery, Body Dog Supplies should begin redelivery within 21 business days of the request date.
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, Body Dog Supplies should refund the order within 14 business days of buyer's refund request, or redelivery within 21 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 Manufacturer, if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Body Dog Supplies will make a refund, resend, or accept the order of return for any of the following cases:
3.1 Orders Delayed
Orders are lacking tracking information, in transit, pending, expired 30 days after orders departed from manufacturer 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 manufacturer warehouse.
b. For some special shipping methods, Body 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 made 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.
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, Body 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
Body Dog 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) 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, Body Dog Supplies takes no responsibility if products have been lost.
3.3 Products Damaged
Body Dog Supplies offers a full refund or a replacement if packages arrived are total damaged.
Body Dog 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, Body Dog 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 25 days after packages are delivered.
3.4 Incorrect or Missing Products
a. For incorrect products, Body Dog Supplies offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Body Dog 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, Body Dog Supplies may refund partially or resend the missing part; for parts missing which affect product function, Body Dog Supplies will resend the product only.
d. For accessories, Body Dog Supplies will resend the accessories.
Notes:
For size problems, Body Dog 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 us within 48hr via bodydogsupplies.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 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 receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Body Dog Supplies shall refund the order within 14 business days of receiving the goods, at the buyer’s refund request, or begin redelivery within 21 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 (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), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Body Dog Supplies, Body Dog Supplies should check the proof and give a response within 14 business days.
If the proof checked by Body Dog Supplies is not showing the problem clearly and or if the proof checked by Body Dog Supplies is not showing the problem clearly, the proof is invalid, and the Body 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 Body Dog Supplies, the proof checking time shall not be more than 14 business days, and if the goods need to be returned to get a refund, Body Dog Supplies should provide the buyer with a prepaid return label within 14 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 14 business days. If the goods needn't be returned, Body Dog Supplies should refund the order within 14 business days of the refund request.
If proof is valid, and buyer requests redelivery, Body Dog Supplies should redelivery within 21 business days of proof approval. Please note Body Dog Supplies has the right to refund orders if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
5.1 Incorrect or Missing Products
a. For incorrect products, Body Dog Supplies offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Body Dog Supplies offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which don't affect product function, Body Dog Supplies may refund partially or resend the missing part; for parts missing which affect product function, Body Dog Supplies will resend the product only.
d. For accessories, Body Dog Supplies will resend the accessories.
Notes:
For size problems, Body Dog 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, Body Dog Supplies may not refund the product cost.
b. Any disputes arising from bad quality, Body Dog Supplies may not accept as the supplier is not Body Dog Supplies.
6. Logistics Issues
6.1 Invalid tracking information
If Body Dog Supplies verifies the tracking number is wrong, and Body Dog Supplies fails to provide the correct one within 14 business days, Body Dog Supplies will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 14 business days after the label is created showing on a logistic website, and the buyer applies for a refund, Body Dog Supplies requires a refund order within 14 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 Body Dog Supplies fails to provide any valid tracking updated info, the buyer may apply for a refund. Body Dog Supplies requires a refund order within 14 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
Shipping To United States Only,When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through bodydogsupplies@gmail.com.
Body Dog Supplies will try its best to assist buyers in these special circumstances in a timely manner. After notifying Body Dog Supplies, Buyers should expect a decision from Body Dog Supplies on these types of issues no later than two weeks.
Body Dog 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, Body Dog Supplies will notify you by bodydogsupplies@gmail.com.
7.1 Return
a. If you indeed want to return the products, please email Body Dog Supplies and someone will respond to you within 7 to 14 business days.
b. Please return products within 14 days after receiving products and after speaking with someone at Body Dog Supplies.
7.2 Orders Cancellation
For orders cancellation, Body Dog Supplies may offers a full refund after request has been process.
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.
7.3 Deadline of Opening Dispute
You cannot open a dispute after 25 days for the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
7.4 Unacceptable Disputes
Body 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 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 Body Dog Supplies to help deal with the after-sale issues.
