General Terms:
Pet Care Superstore reserves the right to update the rules when necessary, and the updated version will be published www.petcaresuperstore.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Pet Care Superstore immediately. All buyers are deemed to accept the rules if they are using the services provided by Pet Care Superstore. Pet Care Superstore ’s policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date. The period of Return & Refund request filed exceeds, Pet Care Superstore 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 reaching out to the Contact Us page.
If Pet Care Superstore cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Pet Care Superstore 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, Pet Care Superstore has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Pet Care Superstore should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Pet Care Superstore shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Pet Care Superstore will abide by the policy under this condition.
If Pet Care Superstore accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Pet Care Superstore 's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Pet Care Superstore shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Pet Care Superstore 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 Pet Care Superstore and buyer or others, Pet Care Superstore 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 Pet Care Superstore . If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Pet Care Superstore has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Pet Care Superstore Under Various Circumstances:
1. Refund Request Timing
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 Pet Care Superstore Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Pet Care Superstore will refund the order. The Return & Refund request is made within the stated processing time. Pet Care Superstore has 3 business days to process the request after the buyer submits it. If Pet Care Superstore fails to process (accept or reject) the refund request within 3 business days, Pet Care Superstore 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. Pet Care Superstore has 10 business days to process the request after the buyer submits it. If Pet Care Superstore fails to process (accept or reject) the refund request within 10 business days, Pet Care Superstore will refund the order.
2. Goods Returned in Transit
If the package is sent back to Pet Care Superstore during transit for any reason, and the buyer applies for a refund, Pet Care Superstore should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Pet Care Superstore should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
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, Pet Care Superstore 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 (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Pet Care Superstore , if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Pet Care Superstore will make a refund, resend, or accept the return for any of the following cases:
3a. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Pet Care Superstore 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 Pet Care Superstore warehouse.
b. For Brazil, it is after 110 days counting from the date that the order departed from the Pet Care Superstore warehouse due to the strict customs clearance at Brazil.
c. For PRODUCTS For Pet Care Superstore to all counties, Pet Care Superstore will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Pet Care Superstore warehouse.
d. For some special shipping methods, Pet Care Superstore 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 made it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the 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, Pet Care Superstore 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.
3b. Orders not Received.
Pet Care Superstore 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, Pet Care Superstore takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Pet Care Superstore will put the products in your private inventory and will not refund them when we receive the returned items.
C. Pet Care Superstore cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3c. Products Damaged.
Pet Care Superstore offers a full refund or a replacement if packages arrived are badly damaged.
Pet Care Superstore 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, Pet Care Superstore 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, Pet Care Superstore refunds you the cost of the product which is the price in the China market. Otherwise, Pet Care Superstore will not take any responsibility for them.
3d. Incorrect or Missing Products.
Pet Care Superstore has a strict quality control process before products are dispatched. Pet Care Superstore will deal with incorrect or missing products as follows:
a. For incorrect products, Pet Care Superstore offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Pet Care Superstore offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which don't affect product function, Pet Care Superstore may refund partially or resend the missing part; for parts missing which affect product function, Pet Care Superstore will resend the product only.
d. For accessories, Pet Care Superstore will resend the accessories.
Notes:
For size problems, Pet Care Superstore 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.
3e. Orders Cancellation.
For orders cancellation, Pet Care Superstore 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, pre order inventory orders cannot be canceled as they are special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Pet Care Superstore has planned and prepared for you after payment.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact the us via contact-us page 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, Pet Care Superstore 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 the buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
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 Pet Care Superstore , Pet Care Superstore should check the proof and give a response within 3 business days.
If the proof checked by Pet Care Superstore is not showing the problem clearly and or if the proof checked by Pet Care Superstore is not showing the problem clearly, the proof is invalid, and the Pet Care Superstore has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Pet Care Superstore , the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Pet Care Superstore 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, Pet Care Superstore should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, Pet Care Superstore should redelivery within 5 business days of proof approval. Please note Pet Care Superstore has the right to refund orders if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Pet Care Superstore may not refund the product cost.
b. Any disputes arising from bad quality, Pet Care Superstore may not be accepted as the supplier is not Pet Care Superstore .
c. For service products without Pet Care Superstore quality checking inspection, Pet Care Superstore may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Pet Care Superstore verifies the tracking number is wrong, and Pet Care Superstore fails to provide the correct one within 4 business days, Pet Care Superstore 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 the label is created showing on a logistic website, and the buyer applies for a refund, Pet Care Superstore requires a 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.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Pet Care Superstore fails to provide any valid tracking updated info, the buyer may apply for a refund. Pet Care Superstore requires a refund order within 3 business days as buyer requests.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations
6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. Pet Care Superstore 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.
6.5 Force Majeure
Pet Care Superstore takes no responsibility for any product damage 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, Pet Care Superstore will notify you by Pet Care Superstore Chat, Skype, Email, Line, WhatsApp etc.
6.6 Destination Limits
Due to limited international transportation, Pet Care Superstore 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.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through the contact-us page.
Pet Care Superstore will try its best to assist buyers in these special circumstances in a timely manner. After notifying Pet Care Superstore , Buyers should expect a decision from Pet Care Superstore on these types of issues no later than two weeks.
Pet Care Superstore takes no responsibility for any product damage 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, Pet Care Superstore will notify you by Pet Care Superstore Chat, Skype, Email, Line, WhatsApp etc.
Return
Products can be returned to Pet Care Superstore China 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 Pet Care Superstore China 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 Pet Care Superstore 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 Pet Care Superstore For.
Deadline of Opening Dispute
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
Unacceptable Disputes
Pet Care Superstore 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.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Pet Care Superstore to help deal with the after-sale issues.
