Shipping & Returns
General Terms:
Go Fetch Dog Supplies reserves the right to update the rules when necessary, and the updated version will be published on gofetchdogsupplies.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Go Fetch Dog Supplies immediately. All buyers are deemed to accept the rules if they are using the services provided by Go Fetch Dog Supplies. Go Fetch Dog Supplies's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 14 days of the delivery date. The period of Return & Refund request filed exceeds, Go Fetch Dog Supplies 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 clicking the "request refund" button in Go Fetch Dog Supplies buyer center, or by contacting Go Fetch Dog Supplies via gofetchdogsupplies.com/contact-us to cancel the order.
If the Go Fetch Dog Supplies cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Go Fetch Dog Supplies 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, Go Fetch Dog Supplies has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Go Fetch Dog Supplies should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Go Fetch Dog Supplies shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Go Fetch Dog Supplies will abide by the policy under this condition.
If Go Fetch Dog Supplies accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Go Fetch Dog Supplies's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Go Fetch Dog Supplies shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Go Fetch Dog Supplies 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 Go Fetch Dog Supplies and buyer or others, Go Fetch Dog Supplies 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 Go Fetch Dog Supplies. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Go Fetch Dog Supplies has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Go Fetch Dog Supplies 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 Go Fetch Dog Supplies Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Go Fetch Dog Supplies will refund the order. The Return & Refund request is made within the stated processing time. Go Fetch Dog Supplies has 3 business days to process the request after the buyer submits it. If Go Fetch Dog Supplies fails to process (accept or reject) the refund request within 3 business days, Go Fetch Dog Supplies 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. Go Fetch Dog Supplies has 10 business days to process the request after the buyer submits it. If Go Fetch Dog Supplies fails to process (accept or reject) the refund request within 10 business days, Go Fetch Dog Supplies will refund the order.
2. Goods Returned in Transit
If the package is sent back to Go Fetch Dog Supplies during transit for any reason, and the buyer applies for a refund, Go Fetch Dog Supplies should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Go Fetch Dog Supplies 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, Go Fetch Dog Supplies should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact the us via gofetchdogsupplies.com/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, Go Fetch Dog Supplies 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.
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 Go Fetch Dog Supplies, Go Fetch Dog Supplies should check the proof and give a response within 3 business days.
If the proof checked by Go Fetch Dog Supplies is not showing the problem clearly and or if the proof checked by Go Fetch Dog Supplies is not showing the problem clearly, the proof is invalid, and the Go Fetch Dog Supplies has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Go Fetch Dog Supplies, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Go Fetch Dog Supplies 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, Go Fetch Dog Supplies should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, Go Fetch Dog Supplies should redelivery within 5 business days of proof approval. Please note Go Fetch Dog Supplies 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.
6. Logistics Issues
6.1 Invalid tracking information
If Go Fetch Dog Supplies verifies the tracking number is wrong, and Go Fetch Dog Supplies fails to provide the correct one within 4 business days, Go Fetch Dog Supplies 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 label created showing on logistic website, and the buyer applies for a refund, Go Fetch Dog Supplies 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.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Go Fetch Dog Supplies fails to provide any valid tracking updated info, the buyer may apply for a refund. Go Fetch Dog Supplies 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.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through gofetchdogsupplies.com/contact-us.
Go Fetch Dog Supplies will try its best to assist buyers in these special circumstances in a timely manner. After notifying Go Fetch Dog Supplies, Buyers should expect a decision from Go Fetch Dog Supplies on these types of issues no later than two weeks.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Go Fetch Dog Supplies to help deal with the after-sale issues.
Groom Town USA believes in the transformative power of grooming to enhance the well-being and happiness of our four-legged companions. At Groom Town USA, we curate a collection of premium dog grooming products that combine innovation, style, and safety.
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