Shipping & Returns

General Terms:

Pooch Possessions reserves the right to update the rules when necessary, and the updated version will be published on this website with immediate effect. If you as a potential customer of Pooch Possessions refuse to accept the policy, you are deemed to have waived the use of the services provided by Pooch Possessions immediately. All customers are deemed to accept the rules if they are using the services provided by Pooch Possessions.

For after-sales issues, customers should file a return & refund request using the Contact Us page within 25 days of the delivery date.

Before an order is shipped out, the customer has the right to apply to cancel the order by contacting Pooch Possessions via our Contact Us page. Pooch Possessions may not in all cases accept order cancellations before the order is shipped out, but will contact the customer about the cancellation status within 3 business days.

If Pooch Possessions cannot fulfil the order due to issues that include but are not limited to inventory errors, Pooch Possessions has the right to cancel and refund the order.

If the customer receives goods damaged or broken and applies for a refund with compelling photo or video evidence, and Pooch Possessions deems that the goods need to be returned, the customer will be offered a prepaid return label within 5 business days to return damaged/broken goods. The refund will be issued once the return shows as 'in transit' on the logistics/shipping company's website.  In rare cases, the customer may simply be instructed to dispose of the product however they see fit and the refund will be simply be issued.

If the customer requests a refund for items that are not defective but are for some reason unsatisfactory, Pooch Possessions has the right to accept or reject the request.  If Pooch Possessions elects to accept the request, a repackaging & restocking fee of not more than 35% of the order's total price may be deducted from the refund.

Pooch Possessions does not in all case have the ability to control whether warranty is provided or not, nor the manner in which warranty is handled.

Once the customer submits the after-sales request, the customer needs to provide evidence (as stated in the clause below) to Pooch Possessions. If the customer cannot provide compelling evidence within the after-sales period policy indicated, Pooch Possessions has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by Pooch Possessions.

Under Various Circumstances:

1. Refund Request Timing

The customer has the right to apply for a full refund for an 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 

For Unshipped Orders   

1a. The customer makes the Return & Refund request after the stated processing time.

If a refund is deemed appropriate, Pooch Possessions will refund the order.

1b.  The customer makes the Return & Refund request within the stated processing time.

If a refund is deemed appropriate, Pooch Possessions will refund the order within 3 business days.

For Shipped Orders   

1c. The customer makes the Return & Refund request after the order has shipped.

 Pooch Possessions has 12 business days to process the request after the customer submits it.

2. Goods Returned in Transit

If Pooch Possessions deems a return is needed, the customer returns a product, and the delivery status is 'in transit' according to the logistics/shipping company delivering the return, refunds will be processed within 3 business days of the refund request.  If redelivery is requested instead of refund, redeliveries will be processed withing 5 business days of the refund request.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and customer has proof that may include but is not limited to a screenshot from the logistics website that the order was destroyed, a request for refund will be processed within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.

4. Wrong Recipient Information

If the customer puts wrong recipient information on an order, the customer should contact Pooch Possessions via our Contact Us page to request an update to the order with the correct recipient information.

Note: The recipient information correction or order cancellation are not guaranteed.

If the order has already shipped out, it is the customer's responsibility to contact the logistics/shipping company with the correct information.

If the goods have been delivered to the wrong recipient, the customer can attempt to send back the products at his/her 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 buyer’s refund request, or begin redelivery within 5 business days of receiving the goods.  [Need this explained]

Note:  The customer is responsible for the redelivery fee, except if Pooch Possessions is deemed to be at fault, in which case Pooch Possessions will pay for the redelivery.

If the order cannot be corrected or returned, the customer will bear the losses.

5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the customer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), customer 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 Pooch Possessions, a response will be provided within 3 business days.

If the proof provided does not show the problem clearly and/or if the proof is invalid, Pooch Possessions has the right to reject the customer's refund request.

The time needed to check a customer's proof of defect shall not exceed more than 3 business days, and if the goods need to be returned to get a refund, a prepaid return label shall be provided within 3 business days of proof approval.  The refund will be processed within 3 business days once the customer uploads a tracking number and the return shows in transit on the logistics/shipping website. If the goods needn't be returned, the refund will be processed within 3 business days of the refund request.

If the customer requests redelivery instead of refund, the redelivery will commence within 5 business days of proof being deemed valid.

Note:  Pooch Possessions may refund an order if the desired product has no available inventory to redeliver, or the oustomer chooses to reorder the product once the inventory is restocked.

6. Logistics Issues

6.1 Invalid tracking information

If the customer reports that tracking number is wrong, and following verification that the tracking number is indeed wrong, the correct one is not provided within 4 business days, Pooch Possessions will refund the order.

6.2 Untimely Tracking Info Updates

If there is no update of the tracking info for more than 7 business days after a purchase appears on the logistic website, and the customer applies for a refund, Pooch Possessions will refund the order within 5 business days of receipt of the application for refund.

Note: This clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations which Pooch Possessions has no control over.

6.3 Too-long of Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and the customer does not receive any valid updated tracking info, the buyer may apply for a refund. Pooch Possessions will refund the order within 5 business days following receipt of the application for refund.

Note: This clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations which Pooch Possessions has no control over.

7. Other

When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the customer shall contact us through our Contact Us page to solve the goods or logistics issue.

Pooch Possessions will try its best to assist buyers in these special circumstances in a timely manner. After notifying Pooch Possessions, customers should expect a decision from Pooch Possessions on these types of issues within two weeks.

8. Attention

If customers are unsatisfied with the solution of the order after-sale issues, customers have the responsibility to open a dispute with Pooch Possessions to help deal with the after-sale issues.