CUSTOMER SERVICE POLICY

Our customer service team is committed to providing professional, efficient, friendly and standardized service support for all global users, ensuring that every customer can obtain timely and effective help during the whole process of browsing, purchasing, receiving goods and after-sales processing. This customer service policy applies to all users who visit and purchase products through our official independent station, covering all service scenarios including consultation, order processing, logistics inquiry, after-sales application and problem solving.
We provide full-cycle online customer service support for users. Our service team is trained professionally to answer all product-related questions, including product material characteristics, usage methods, applicable pet types, product size and performance parameters. For users’ consultation about pet pee pads, pet waste bags, pet wipes, pet shampoos and other core products, we will provide accurate and detailed replies to help users select the most suitable products according to their actual needs.
In terms of order service, we provide standardized order tracking and problem-solving services. After users place an order successfully, our system will automatically generate order information and update the order status in real time. For all orders, we implement a 1-3 working days order processing and shipment rule. Once the shipment is completed, users can query the real-time logistics transportation progress through the order background. For any abnormal problems such as order information errors and delayed logistics update, users can contact customer service at any time, and we will verify and solve the problem within the shortest time.
In terms of after-sales service, we strictly abide by the official service rules formulated by the platform. We support a 60-day free return and exchange service for all products purchased on the site. After receiving the user's return application, our customer service team will complete the review within the specified time. After the returned goods are received and inspected, we will initiate the refund process, and the refund will be completed within 5-10 working days. Throughout the after-sales process, our customer service will actively follow up the progress, synchronize the processing status with users in a timely manner, and ensure that the after-sales rights and interests of every user are fully protected.
All transactions on our official website are uniformly settled in US dollars, and all pricing standards, order settlement and refund settlement are implemented in accordance with the unified US dollar currency standard. Customer service will uniformly follow this rule to answer users' questions about currency settlement, and will not accept any other currency settlement methods privately. At the same time, all products on the site support global free shipping, and there is no hidden shipping fee or additional handling fee. Customer service will clearly inform users of all charging rules to ensure transparent consumption.
We always adhere to the service tenet of user respect and sincere communication. In the process of replying to user consultations and handling user problems, our customer service team will maintain a polite, patient and professional attitude, and will not have perfunctory replies, rude words or discriminatory service behaviors. For users' valuable suggestions and feedback on products and services, we will record and sort them out uniformly, and take them as an important basis for subsequent product optimization and service upgrading.
We attach great importance to the service experience of every user, whether it is a bulk order or a single retail order. All users enjoy equal standardized customer service rights. We will continuously optimize the service process, improve the service efficiency, and solve all shopping and after-sales problems for global pet product users with efficient and high-quality services.
We will only collect necessary user information that is closely related to website operation and transaction completion. The collected information mainly includes: user's registered account information, order delivery information (including recipient name, delivery address, contact information), transaction payment information, and user's browsing behavior data on the website. All information collected by us is only used for internal service support, and will not be used for unauthorized commercial promotion or illegal information trading.
We will not sell, rent or transfer users' personal private information to any third-party commercial institutions and individuals without the explicit authorization of users. We will not use user information for illegal marketing, spam message pushing and other behaviors that damage user interests. When we need to entrust third-party service providers (such as logistics and distribution institutions, payment service institutions) to complete service support, we will sign strict confidentiality agreements with third parties to require them to keep user information confidential.
Users have the right to query, modify and delete their personal information stored on our website at any time. Users can log in to the personal background to independently modify account information and delivery address information. For the deletion of historical order data and sensitive information, users can contact our customer service team to apply for processing, and we will complete the processing within the specified working days on the premise of complying with legal regulations.
This Refund Policy formulates unified and standardized refund standards, processing processes and time limit rules for all product orders purchased on our official independent station, aiming to protect the legitimate consumption rights and interests of global users and ensure that all refund services are open, transparent and standardized. All transaction orders settled in US dollars on this website are subject to this refund policy.