Please review the following policies carefully.
Paw House USA offers a quicker dispute solution and will appreciate it a lot if you provide:
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 Paw House USA if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Paw House USA will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Paw House USA 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 Paw House USA warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Paw House USA warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and Paw House USA liquid line to all counties, Paw House USA will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Paw House USA warehouse.
d. For some special shipping methods, Paw House USA cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order arrives at the nearest post office to the buyer and makes 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.
Paw House USA will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your 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, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Paw House USA takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Paw House USA will put the products in your private inventory and will not refund them when we receive the returned items.
c. Paw House USA cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Paw House USA offers a full refund or a replacement if packages arrived are badly damaged.
Paw House USA offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Paw House USA cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.
e. For service products, Paw House USA refunds you the cost of the product which is the price in the China market. If you have Paw House USA quality inspection service. Otherwise, Paw House USA will not take any responsibility for them. (See the following important interpretation > Service products)
Paw House USA has a strict quality control process before products are dispatched. Paw House USA will deal with incorrect or missing products as follows:
a. For incorrect products, Paw House USA offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Paw House USA offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Paw House USA may refund partially or resend the missing part; for parts missing which affect product function, Paw House USA will resend the product only.
d. For accessories, Paw House USA will resend the accessories.
Notes:
For size problems, Paw House USA 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.
For orders cancellation, Paw House USA 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, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Paw House USA has planned and prepared for you after payment.
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.
Notes:
a. For bulk purchase orders, the close date usually is around 30 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
Paw House USA takes no responsibility for any product damaged 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, Paw House USA will notify you by pawhouseusaco@gmail.com.
Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. Paw House USA lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
Notes:
For DHL, Paw House USAPacket Fast Line, Paw House USAPacket JL Express, Paw House USAPacket Thailand, the remote addresses will be charged additional cost.
Due to limited international transportation, Paw House USA will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
Products can be returned to Paw House USA 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 Paw House USA China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. Please return products within 20 days after receiving products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Paw House USA may not refund the product cost.
b. Any disputes arising from bad quality, Paw House USA may not accept as the supplier is not Paw House USA.
c. For service products without Paw House USA's quality checking inspection, Paw House USA may not accept the disputes.
Paw House USA 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.
Paw House USA always try to offer the best service. If you have any other questions, please feel free to contact us.
