General Terms:
Dave's Dog Den reserves the right to update the rules when necessary, and the updated version will be published on www.davesdogden.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Dave's Dog Den immediately. All buyers are deemed to accept the rules if they are using the services provided by Dave's Dog Den. Dave's Dog Den's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date. If the period of Return & Refund request filed is exceeded, Dave's Dog Den 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 contacting Dave's Dog Den via https://davesdogden.com/contact-us.
If the Dave's Dog Den cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to, no stock available, or various other conditions, Dave's Dog Den has the right to cancel and refund the order.
If the buyer receives damaged or broken goods and applies for a refund with compelling evidence, and the goods need to be returned, Dave's Dog Den has the responsibility to offer the buyer a prepaid return label within 3 business days to return said goods. Dave's Dog Den should refund the buyer when the return is shown as in transit on the logistic website with the provided prepaid return label.
Dave's Dog Den shall not accept after-sale requests for "non-defective remorse returns", and has the right to reject the request.
If Dave's Dog Den does accept the after-sale request for "non-defective remorse returns" and requires a "restocking & repacking fee", under Dave's Dog Den's policy restrictions, the "restocking & repacking fee" deducted shall not exceed 35% of the total order price.
Dave's Dog Den shall restrict the refund time and redelivery time unless a different refund or redelivery time is agreed to by Dave's Dog Den and buyer or others. Dave's Dog Den must provide the refund in not more than 3 business days, or redeliver in not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence for refund (as the below clause states) to Dave's Dog Den. If the buyer cannot provide compelling evidence within the order after-sales period indicated, Dave's Dog Den has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Dave's Dog Den under various conditions:
Dave's Dog Den Rules for Return & Refund of Unshipped Orders
3 business days to process the request after the buyer submits it. If Dave's Dog Den fails to process (accept or reject) the refund request within 3 business days, Dave's Dog Den 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.
Dave's Dog Den Rules for Return & Refund of Shipped Orders
The Return & Refund request is made after the order has shipped. Dave's Dog Den has 10 business days to process the request after the buyer submits it. If Dave's Dog Den fails to process (accept or reject) the refund request within 10 business days, Dave's Dog Den will refund the order.
2. Goods Returned in Transit
3. Goods Destroyed in Transit
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 Dave's Dog Den, if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Dave's Dog Den will make a refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Dave's Dog Den warehouse. The 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 Dave's Dog Den warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Dave's Dog Den warehouse due to the strict customs clearance in Brazil.
c. For Dave's Dog Den Packet Liquid Line to all countries, Dave's Dog Den will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Dave's Dog Den warehouse.
d. For some special shipping methods, Dave's Dog Den 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, Dave's Dog Den 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.
3.2 Orders not Received
Dave's Dog Den 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. If the tracking information shows Alert, the reasons are listed as below:
1) Incorrect/insufficient address.
2) No such number.
3) Unknown recipient.
4) Refused.
5) Did not pick up in time.
6) No safe delivery location.
7) Uncleared customs.
8) 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 themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Dave's Dog Den takes no responsibility if products have been lost.
c. Dave's Dog Den cannot offer a refund or resend if you don’t notify us of the undelivered orders or packages destroyed by logistics companies.
3.3 Products Damaged
Dave's Dog Den offers a full refund or a replacement if packages arrive badly damaged.
Dave's Dog Den 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.
c. For electronic products, clients shall complain or open a dispute within 30 days after packages are delivered.
3.4 Incorrect or Missing Products
Dave's Dog Den has a strict quality control process before products are dispatched.
Dave's Dog Den will deal with incorrect or missing products as follows:
a. For incorrect products, Dave's Dog Den offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Dave's Dog Den 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, Dave's Dog Den may refund partially or resend the missing part; for parts missing which affect product function, Dave's Dog Den will resend the product only.
d. For accessories, Dave's Dog Den will resend the accessories.
Notes:
For size problem, Dave's Dog Den will appreciate it 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.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact us via https://davesdogden.com/contact-us to request updating 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, Dave's Dog Den shall refund the order within 3 business days of receiving the goods if buyer requests refund, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be charged the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the loss.
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 Dave's Dog Den, Dave's Dog Den should check the proof and give a response within 3 business days.
If the proof checked by Dave's Dog Den is not showing the problem clearly, the proof is invalid, and Dave's Dog Den has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Dave's Dog Den, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, Dave's Dog Den 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, Dave's Dog Den should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, Dave's Dog Den should redelivery within 5 business days of proof approval. Please note Dave's Dog Den has the right to refund order if the redelivery products have no stock, or else buyers are able to reorder products when the products are restocked.
5.1 Incorrect or Missing Products
Dave's Dog Den has a strict quality control process before products are dispatched.
Dave's Dog Den will deal with incorrect or missing products as follows:
a. For incorrect products, Dave's Dog Den offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Dave's Dog Den offers a refund or will resend if you provide a screenshot of your complaint including name, content and date.
c. For missing parts which don’t affect product function, Dave's Dog Den may refund partially or resend the missing part; for missing parts which affect product function, Dave's Dog Den will resend the product.
d. For accessories, Dave's Dog Den will resend the accessories.
Notes:
For size problem, Dave's Dog Den will appreciate it if you can measure the product according to the correct measurement method and provide us with a photo of the measurement. Our dispute team will deal with your disputes quickly.
5.2 Service Products
Service products apply to the following interpretation:
a. For any disputes arising from damaged products or delayed shipping, Dave's Dog Den may not refund the product cost.
b. For any disputes arising from bad quality, Dave's Dog Den may not accept the dispute since the supplier is not Dave's Dog Den.
c. For service products without Dave's Dog Den quality checking inspection, Dave's Dog Den may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Dave's Dog Den verifies the tracking number is wrong, and Dave's Dog Den fails to provide the correct number within 4 business days, Dave's Dog Den 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 label is created as shown on logistic website, and the buyer applies for a refund, Dave's Dog Den will refund the order within 3 business days from buyer request.
Note: this clause is not applicable for special times/periods such as holidays, covid-19, abnormal weather or other abnormal situations.
6.3 Shipping Time is Too Long
If the transit time exceeds the estimated delivery time by 10 days or more and Dave's Dog Den fails to provide any valid updated tracking info, the buyer may apply for a refund. Dave's Dog Den will refund the order within 3 business days at buyer's request.
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 arrived at some Countries, States, or Cities. Dave's Dog Den 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, remote addresses will be charged an additional cost.
6.5 Force Majeure
Dave's Dog Den takes no responsibility for any product damaged or shipping delay caused by an act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow or customs inspection. However, Dave's Dog Den will notify you by davesdogden@gmail.com.
6.6 Destination Limits
Due to limited international transportation, Dave's Dog Den 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 https://davesdogden.com/contact-us.
Dave's Dog Den will try its best to assist buyers in these special circumstances in a timely manner. After notifying Dave's Dog Den, buyers should expect a decision from Dave's Dog Den on these types of issues in no later than two weeks.
Dave's Dog Den takes no responsibility for any product damaged or shipping delay caused by an act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow or customs inspection. However, Daves Dog Den will notify you by davesdogden@gmail.com.
7.1 Return
Products can be returned to Dave's Dog Den 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 Dave's Dog Den 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 Dave's Dog Den 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 Dave's Dog Den.
7.2 Orders Cancellation
For order cancellation, Dave's Dog Den offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled since it is customized.
b. After payment, preorder 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 since Dave's Dog Den has planned and prepared them for you after payment.
7.3 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.
7.4 Unacceptable Disputes
Dave's Dog Den 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 Dave's Dog Den to help deal with the after-sale issues.
