Shipping & Returns

General Terms:

Dog Haven Co reserves the right to update the rules when necessary, and the updated version will be published on www.doghavenco.com with immediate effect

For after-sales issues, buyers should file a return & refund request within 30 days of the delivery date (except several suppliers whose after-sales period was agreed by Dog Haven Co). The period of Return & Refund request filed exceeds, the supplier reserves the right not to provide any after-sales service after that time.

Under Various Circumstances:

1. Refund Request Timing

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 CJ has planned and prepared for you after payment.

2. Goods Destroyed in Transit

Dog Haven Co offers a full refund or a replacement if packages arrived are badly damaged.

Dog Haven Co 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, Dog Haven Co 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.

d. For service products, Dog Haven Co refunds you the cost of the product which is the price in China market. If you have Dog Haven Co quality inspection service. Otherwise, Dog Haven Co will not take any responsibility for them.

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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, the supplier should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.

3. Shipping Method Limits.

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Dog Haven Co lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

Notes:

When choosing certain shipping methods, the remote addresses will be charged additional cost.

4. Incorrect or Missing Products.

Dog Haven Co has a strict quality control process before products are dispatched. Dog Haven Co will deal with incorrect or missing products as follows:

a. For incorrect products, Dog Haven Co offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., Dog Haven Co 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, Dog Haven Co may refund partially or resend the missing part; for parts missing which affect product function, Dog Haven Co will resend the product only.

d. For accessories, Dog Haven Co will resend the accessories.

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 Doba, the supplier should check the proof and give a response within 3 business days.

If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by Doba is not showing the problem clearly, the proof is invalid, and the supplier/Doba 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/Doba, 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 needn't be returned, the supplier should refund the order within 3 business days of the refund request.

If proof is valid, and buyer requests redelivery, the supplier should redelivery within 5 business days of proof approval. Please note suppliers have the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.

6. Other

Dog Haven Co takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Dog Haven Co will notify you by Email, Line, WhatsApp etc.

7. Attention

If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Dog Haven Co to help deal with the after-sale issues.