1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired after 60 days counting from the date that order departed from Dognex warehouse. Following countries and shipping methods may be different: a. For orders shipped to the USA, it is after 45 days counting from the date that order departed from Dognex warehouse. b. For Brazil, it is after 110 days counting from the date that order departed from Dognex warehouse due to the strict customs clearance at Brazil. c. For China Post Registered Air Mail and Dognex liquid direct line to all counties, Dognex will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Dognex warehouse. d. For some special shipping methods, Dognex 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 the local post office or go to the post office for delivery.
2. Orders not Received.
Dognex will not deal with the refund or resend if the tracking information shows the order is delivered. a. If The clients do not receive the package, a non-delivery certification issued by the local post office with the 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, The clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Dognex takes no responsibility if products have been lost. b. If the logistics company provides return service to China, Dognex will put the products in your private inventory and will not refund them when we receive the returned items. c. Dognex cannot offer a refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.
Dognex offers a full refund or a replacement if packages arrived are badly damaged. Dognex offers a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches, etc.). Notes: a. For fragile products, a refund is highly recommended. b. For damaged packing boxes, Dognex cannot offer any refunds or other after-sale services due to the long-distant international delivery. c. For ordinary products, The clients shall complain or open a dispute with you within 3 days after packages are delivered. d. For electronic products, The clients shall complain or open a dispute with you within 7 days after packages are delivered. e. For service products, Dognex will not take any responsibility for them
4. Incorrect or Missing Products.
Dognex has a strict quality control process before products are dispatched. Dognex will deal with incorrect or missing products as follows: a. For incorrect products, Dognex offers a full refund or replacement. b. For products with the wrong color, size which doesn’t affect product function, etc., Dognex offers a partial refund. c. For parts missing which doesn’t affect product function, Dognex may refund partially or resend the missing part; for parts missing that affect product function, Dognex will resend the product only. d. For accessories, Dognex will resend the accessories. Notes: For the size problem, Dognex will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation.
For order cancellation, Dognex offers a full refund before products been processed by warehouses. But things may be different for following orders: 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 Dognex has planned and prepared for you after payment.
6. Unacceptable Disputes.
Dognex 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.