Wags And Treats reserves the right to update the rules when necessary, and the updated version will be published on www.wagsandtreats.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Wags And Treats immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Wags And Treats. Suppliers would publish their own Return & Refund Policy on the product detail page. Wags And Treats' policy shall prevail in the event of any conflict with the supplier's policy.
For after-sales issues, buyers should file a return & refund request within 5 days of the delivery date (except for several suppliers whose after-sales period was agreed upon by Wags And Treats). The period for the Return & Refund request filed has expired; the supplier reserves the right not to provide any after-sales service after that time. If the supplier charges a restocking fee, the fee will be passed on to the buyer.
Before an order is shipped, the buyer has the right to request cancellation by clicking the "Contact Us" button in the Wags And Treats buyer center within 2 business days. Please note that some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Wags And Treats's product page, under the condition, but not limited to, no stock or other conditions, the supplier has the right to cancel and refund the order.
If the buyer receives goods that are damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier is responsible for offering the buyer a prepaid return label within 3 business days. The supplier should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.
Wags And Treats shall not require the supplier to accept after-sale requests for "non-defective remorse returns"; the supplier has the right to accept or reject such requests, as shown on the Wags And Treats product page. Wags And Treats will abide by the supplier's policy under this condition.
If the supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and requires a "restocking & repacking fee", under Wags And Treats ' policy restriction, the "restocking & repacking fee" that the supplier deducts in total shall not exceed 35% of the order's total price.
Wags And Treats shall not require suppliers to provide a warranty, such as whether to provide a warranty or not, or the way of warranty handling.
Wags And Treats shall restrict the refund time and redelivery time under the condition, including but not limited to order should be refunded based on the supplier's policy or Wags And Treats ' policy, agree on refund or redelivery between supplier and buyer or others, supplier 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 must provide prompt evidence (as stated in the clause below) to the supplier or Wags And Treats. If the buyer cannot provide compelling evidence (pictures, videos, etc.) within the order after-sales period as indicated in the order after-sales policy, the supplier and/or Wags And Treats have the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Wags And Treats .
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).
Return & Refund Type | Wags And Treats Rules | ||
For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Wags And Treats will issue a refund for the order. | |
The Return & Refund request is made within the stated processing time. | The supplier has 3 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 3 business days, Wags And Treats 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. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process the refund request (accept or reject) within 10 business days, Wags And Treats will issue a refund for the order. | |
If the package is returned to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should issue the refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
If the package/goods are destroyed in transit, and the buyer has picture proof from the logistics website, such as but not limited to a screenshot, photos and/or a video from the logistics website that the order was destroyed, the supplier should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. Picture evidence is required for consideration of a refund in the event the goods are destroyed in transit. The picture proof must include the exterior and interior packaging, in the order they appear.
If the buyer enters incorrect receipt information on an order, the buyer should contact the supplier via "Contact Seller" or Wags And Treats customer service to request that the supplier update the order with the correct receipt information.
Please note that receipt information corrections or order cancellations 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 recipient, the buyer can attempt to return the products at their own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, as the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note that the buyer will also be responsible for 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 request a refund or redelivery with valid proof (photos/videos of the goods received that clearly show the problem within 3 business days). After the buyer files a request on Wags And Treats, the supplier should review the proof and respond within 3 business days.
If the proof checked by the supplier or Wags And Treats does not clearly show the problem, the proof is invalid, and the supplier/Wags And Treats has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/Wags And Treats, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, the supplier 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, the supplier should issue a refund within 3 business days of the refund request.
If proof is valid, and the buyer requests redelivery, the supplier should redeliver within 5 business days of proof approval. Please note that suppliers have the right to refund orders if the redelivery products are out of stock, or if buyers can reorder products when they are restocked.
6.1 Invalid tracking information
If Wags And Treats verifies that the tracking number is wrong, and the supplier fails to provide the correct one within 5 business days, Wags And Treats will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update to the tracking info for more than 7 business days after the label is created and the order is shown on a logistics website, and the buyer applies for a refund, Wags And Treats requires the supplier to refund the order within 5 business days of the buyer's request.
Note: this clause does not apply to special times/periods such as Federal holidays, COVID-19, abnormal weather, or other abnormal situations.
6.3 Too-long Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide valid tracking or updated information, the buyer may request a refund. Wags And Treats requires a supplier refund order within 3 business days, as requested by the buyer.
Note: this clause does not apply to special times/periods such as Federal holidays, COVID-19, abnormal weather, or other abnormal situations.
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us via the Contact Us page or contact the supplier through their Wags And Treats account using the "Contact Message" option to resolve the goods or logistics issue.
Wags And Treats will try its best to assist buyers in these special circumstances in a timely manner. After notifying Wags And Treats, buyers should expect a decision on these types of issues from Wags And Treats no later than 2weeks.
If buyers are unsatisfied with the solution to order after-sale issues, they are responsible for opening a dispute with Wags And Treats to help resolve the after-sale issues.
