The Paw Planets Inc. reserves the right to update the rules when necessary, and the updated version will be published on www.thepawplanets.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by The Paw Planets immediately. All buyers are deemed to accept the rules if they are using the services provided by The Paw Planets. The Paw Planets' policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date. If the period for filing a Return & Refund request exceeds this time, The Paw Planets reserves the right not to provide any after-sales service thereafter.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting The Paw Planets via Contact Us.
If The Paw Planets cannot fulfill the buyer's order within the order processing time, due to conditions such as but not limited to no stock or other circumstances, The Paw Planets 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 Paw Planets has the responsibility to offer the buyer a prepaid return label within 3 business days to return the damaged/broken goods. The Paw Planets should refund the buyer when the return shows as in transit on the logistics website with the provided prepaid return label.
The Paw Planets shall not accept after-sale requests for "non-defective remorse returns" and has the right to accept or reject the request. The Paw Planets will abide by the policy under this condition.
If The Paw Planets accepts an after-sale request for the reason type of "non-defective remorse returns" and requires a "restocking & repacking fee," under The Paw Planets' policy restriction, the total "restocking & repacking fee" deducted shall not exceed 35% of the order's total price.
The Paw Planets shall not be required to provide a warranty or handle warranty issues.
The Paw Planets shall adhere to refund and redelivery timelines as per policy, including but not limited to order refunds based on the policy, agreements on refunds or redelivery between The Paw Planets and the buyer, or other situations. The Paw Planets must refund within 3 business days or redeliver within 5 business days.
Once the buyer submits an after-sales request, the buyer needs to provide evidence (as stated below) to The Paw Planets. If the buyer cannot provide compelling evidence within the order's after-sales period as indicated by policy, The Paw Planets has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by The Paw Planets 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. The Paw Planets will refund the order. The Return & Refund request is made within the stated processing time.
The Paw Planets has 3 business days to process the request after the buyer submits it. If The Paw Planets fails to process (accept or reject) the refund request within 3 business days, The Paw Planets 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. The Paw Planets has 10 business days to process the request after the buyer submits it. If The Paw Planets fails to process (accept or reject) the refund request within 10 business days, The Paw Planets will refund the order.
If the package is sent back to The Paw Planets during transit for any reason, and the buyer applies for a refund, The Paw Planets should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, The Paw Planets 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, The Paw Planets 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 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 The Paw Planets, if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, The Paw Planets will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from The Paw Planets 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 The Paw Planets warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from The Paw Planets warehouse due to the strict customs clearance at Brazil.
c. For The Paw Planets Packet Liquid Line to all countries, The Paw Planets will deal with your dispute for delayed orders after 100 days counting from the date that order departed from The Paw Planets warehouse.
d. For some special shipping methods, The Paw Planets 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 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 be normally 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, The Paw Planets will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
The Paw Planets 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, The Paw Planets takes no responsibility if products have been lost.
b. If the logistics company provides return service to US, The Paw Planets will put the products in your private inventory and will not refund them when we receive the returned items.
c. The Paw Planets cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
The Paw Planets offers a full refund or a replacement if packages arrived are badly damaged.
The Paw Planets 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, The Paw Planets 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 30 days after packages are delivered.
d. For service products, The Paw Planets refunds you the cost of the product which is the price in US market. Otherwise, The Paw Planets will not take any responsibility for them.
The Paw Planets has a strict quality control process before products are dispatched.
The Paw Planets will deal with incorrect or missing products as follows:
a. For incorrect products, The Paw Planets offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., The Paw Planets 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, The Paw Planets may refund partially or resend the missing part; for parts missing which affect product function, The Paw Planets will resend the product only.
d. For accessories, The Paw Planets will resend the accessories.
Notes:
For size problem, The Paw Planets 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 wrong receipt information on an order, the buyer should contact the us via 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, The Paw Planets 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), 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 The Paw Planets, The Paw Planets should check the proof and give a response within 3 business days.
If the proof checked by The Paw Planets is not showing the problem clearly and or if the proof checked by The Paw Planets is not showing the problem clearly, the proof is invalid, and the The Paw Planets has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the The Paw Planets, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, The Paw Planets 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 Paw Planets should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, The Paw Planets should redelivery within 5 business days of proof approval. Please note The PoochPaw Planets 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.
The Paw Planets has a strict quality control process before products are dispatched.
The Paw Planets will deal with incorrect or missing products as follows:
a. For incorrect products, The Paw Planets offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., The Paw Planets offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which doesn’t affect product function, The Paw Planets may refund partially or resend the missing part; for parts missing which affect product function, The Paw Planets will resend the product only.
d. For accessories, The Paw Planets will resend the accessories.
Notes:
For size problem, The Paw Planets 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.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, The Paw Planets may not refund the product cost.
b. Any disputes arising from bad quality, The Paw Planets may not accept as the supplier is not The Paw Planets.
c. For service products without The Paw Planets quality checking inspection, The Paw Planets may not accept the disputes.
If The Paw Planets verifies the tracking number is wrong, and The Paw Planets fails to provide the correct one within 4 business days, The Paw Planets will refund the order.
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, The Paw Planets require refund order within 3 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.
If the transit time exceeds the estimated delivery time by 10 days or more and The Paw Planets fails to provide any valid tracking updated info, the buyer may apply for a refund. The Paw Planets requires refund order within 3 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. The Paw Planets 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 additional cost.
The Paw Planets 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, The Paw Planets will notify you by thepawplanets@gmail.com.
Due to limited international transportation, The Paw Planets 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.
The Paw Planets will try its best to assist buyers in these special circumstances in a timely manner. After notifying The PoochPaw Planets, Buyers should expect a decision from The Paw Planets on these types of issues no later than two weeks.
The Paw Planets 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, The Paw Planets will notify you by thepawplanets@gmail.com.
Products can be returned to The Paw Planets 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 Paw Planets 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 The Paw Planets and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at The Paw Planets.
For orders cancellation, The Paw Planets offers a full refund before products are processed by 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 The Paw Planets has planned and prepared for you after payment.
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.
The Paw Planets 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.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with The Paw Planets to help deal with the after-sale issues.
