Spoiled Pooches reserves the right to update the rules when necessary, and the updated version will be published on www.spoiledpooches.com immediately. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Spoiled Pooches immediately. All buyers are deemed to accept the rules if they are using the services provided by Spoiled Pooches. Spoiled Pooches's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 14 days of the delivery date. The period of the Return & Refund request filed exceeds. Spoiled Pooches reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Spoiled Pooches via Contact Us.
If Spoiled Pooches cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Spoiled Pooches 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, Spoiled Pooches has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Spoiled Pooches should refund the buyer when the return shows as in transit on the logistics website with the provided prepaid return label.
Spoiled Pooches shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Spoiled Pooches will abide by the policy under this condition.
If Spoiled Pooches accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee", under Spoiled Pooches's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of the order total price.
Spoiled Pooches shall not require a warranty, like whether to provide a warranty or not, or the way of warranty handling.
Spoiled Pooches 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 Spoiled Pooches and buyer or others, Spoiled Pooches must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Spoiled Pooches. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Spoiled Pooches has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Spoiled Pooches Under Various Circumstances:
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).
The Return & Refund request is made after the stated processing time. Spoiled Pooches will refund the order. The Return & Refund request is made within the stated processing time.
Spoiled Pooches has 3 business days to process the request after the buyer submits it. If Spoiled Pooches fails to process (accept or reject) the refund request within 3 business days, Spoiled Pooches 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.
The Return & Refund request is made after the order has shipped. Spoiled Pooches has 10 business days to process the request after the buyer submits it. If Spoiled Pooches fails to process (accept or reject) the refund request within 10 business days, Spoiled Pooches will refund the order.
If the package is sent back to Spoiled Pooches during transit for any reason, and the buyer applies for a refund, Spoiled Pooches should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Spoiled Pooches should begin redelivery within 5 business days of the request date.
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, Spoiled Pooches should refund the order within 3 business days of buyer's refund request, or redelivery within 5 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 that 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.
c. The products need to be returned to Spoiled Pooches if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Spoiled Pooches will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from the Spoiled Pooches warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after the orders departed from Spoiled Pooches warehouse.
b. For Brazil, it is after 110 days counting from the date that the order departed from the Spoiled Pooches warehouse due to the strict customs clearance in Brazil.
c. For Spoiled PoochesPacket Liquid Line to all countries, Spoiled Pooches will deal with your dispute for delayed orders after 100 days, counting from the date that the order departed from Spoiled Pooches's warehouse.
d. For some special shipping methods, Spoiled Pooches 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 was pending because of an 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.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will normally be delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, 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, Spoiled Pooches 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.
Spoiled Pooches will not deal with the refund or resend if the tracking information shows the order has been 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, and the reasons are listed below:
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 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, Spoiled Pooches takes no responsibility if products have been lost.
b. If the logistics company provides return service to the US, Spoiled Pooches will put the products in your private inventory and will not refund them when we receive the returned items.
c. Spoiled Pooches cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Spoiled Pooches offers a full refund or a replacement if the packages arrive badly damaged.
Spoiled Pooches offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Spoiled Pooches cannot offer any refunds or other after-sales services due to the long-distance international delivery.
c. For ordinary, electronic products, your clients shall complain or open a dispute with you within 30 days after packages are delivered.
d. For service products, Spoiled Pooches refunds you the cost of the product, which is the price in the US market. Otherwise, Spoiled Pooches will not take any responsibility for them.
Spoiled Pooches has a strict quality control process before products are dispatched.
Spoiled Pooches will deal with incorrect or missing products as follows:
a. For incorrect products, Spoiled Pooches offers a full refund or replacement.
b. For products with the wrong color, size, which doesn't affect product function, etc., Spoiled Pooches offers a refund or resend if you provide a screenshot of your complaint, including name, content and date.
c. For parts missing which doesn’t affect product function, Spoiled Pooches may refund partially or resend the missing part; for parts missing that affect product function, Spoiled Pooches will resend the product only.
d. For accessories, Spoiled Pooches will resend the accessories.
Notes:
For size problem, Spoiled Pooches 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.
If the buyer puts the wrong receipt information on an order, the buyer should contact us via Contact Us to request that we update the order with the correct receipt information.
Please note that the receipt information correction or order cancellation is 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 recipient, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Spoiled Pooches shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods, or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on Spoiled Pooches, Spoiled Pooches should check the proof and give a response within 3 business days.
If the proof checked by Spoiled Pooches is not showing the problem clearly and or if the proof checked by Spoiled Pooches is not showing the problem clearly, the proof is invalid, and Spoiled Pooches has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Spoiled Pooches, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Spoiled Pooches should provide the buyer with a prepaid return label within 3 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 3 business days. If the goods don't need to be returned, Spoiled Pooches should refund the order within 3 business days of the refund request.
If proof is valid, and the buyer requests redelivery, Spoiled Pooches should redeliver within 5 business days of proof approval. Please note that Spoiled Pooches has the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
Spoiled Pooches has a strict quality control process before products are dispatched.
Spoiled Pooches will deal with incorrect or missing products as follows:
a. For incorrect products, Spoiled Pooches offers a full refund or replacement.
b. For products with wrong color, size, which doesn't affect product function, etc., Spoiled Pooches offers a refund or resend if you provide a screenshot of your client's complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Spoiled Pooches may refund partially or resend the missing part; for parts missing that affect product function, Spoiled Pooches will resend the product only.
d. For accessories, Spoiled Pooches will resend the accessories.
Notes:
For the size problem, Spoiled Pooches 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.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Spoiled Pooches may not refund the product cost.
b. Any disputes arising from bad quality, Spoiled Pooches may not accept, as the supplier is not Spoiled Pooches.
c. For service products without Spoiled Pooches quality checking inspection, Spoiled Pooches may not accept disputes.
If Spoiled Pooches verifies the tracking number is wrong, and Spoiled Pooches fails to provide the correct one within 4 business days, Spoiled Pooches will refund the order.
If there is no update of the tracking info for more than 7 business days after the label created, showing on logistic website, and the buyer applies for a refund, Spoiled Pooches require refund order within 3 business days since buyer request.
Note: this clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
If the transit time exceeds the estimated delivery time by 10 days or more, and Spoiled Pooches fails to provide any valid tracking or updated info, the buyer may apply for a refund. Spoiled Pooches requires refund order within 3 business days as buyer request.
Note: this clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. Spoiled Pooches lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged an additional cost.
Spoiled Pooches takes no responsibility for any product damaged 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, Spoiled Pooches will notify you by spoiledpoochesco@gmail.com.
Due to limited international transportation, Spoiled Pooches 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.
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through Contact Us.
Spoiled Pooches will try its best to assist buyers in these special circumstances promptly. After notifying Spoiled Pooches, Buyers should expect a decision from Spoiled Pooches on these types of issues no later than two weeks.
Spoiled Pooches takes no responsibility for any product damaged 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, Spoiled Pooches will notify you by spoiledpoochesco@gmail.com.
Products can be returned to Spoiled Pooches 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 the Spoiled Pooches US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please email Spoiled Pooches, and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving the products and after speaking with someone at Spoiled Pooches.
For order cancellations, Spoiled Pooches offers a full refund before products are processed by the warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder 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 Spoiled Pooches has planned and prepared for you.
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.
Spoiled Pooches 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 are 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.
If buyers are unsatisfied with the solution to the order's after-sales issues, buyers have the responsibility to open a dispute with Spoiled Pooches to help deal with the after-sales issues.
