Customer Service Policy

We provide all-weather, standardized and professional one-stop customer service for global customers, covering pre-sales consultation, order processing, logistics tracking, after-sales return and refund, product use guidance, complaint feedback and full-link shopping services. We adhere to the service tenet of customer first, standardize all service processes, and fully guarantee every customer’s shopping rights and experience.

1. Pre-Sales Consulting Service

We provide comprehensive pre-sales consulting support for all customers. You can consult product material characteristics, outdoor applicable scenarios, size selection guidelines, product wearing methods, cleaning and maintenance skills, product performance parameters and inventory status at any time. Our customer service team will provide accurate, detailed and professional answer explanations, and give targeted product matching suggestions according to your dog’s breed, size and outdoor activity habits to help you select the most suitable outdoor dog gear.
For customer questions about website preferential rules, free shipping policies, order settlement rules and shopping process operation guidelines, we will provide one-to-one detailed guidance to solve all pre-sales confusion and help customers complete shopping decisions efficiently.

2. Order Processing Service

We provide full-process order protection service. After the customer places an order successfully, we will check the order information for the first time to confirm product model, quantity, delivery address and contact information to avoid order errors. Before order shipment, customers can apply for order information modification, including address adjustment, product specification replacement and quantity modification, and we will complete the modification free of charge within the order processing period.
For wrong orders, duplicate orders and unpaid failed orders, we provide free cancellation and reordering services. We will actively assist customers in checking abnormal order statuses such as payment failure, order loss and confirmation message failure, and solve all order abnormal problems in a timely manner to ensure smooth order processing.

3. Logistics Tracking & After-Sales Logistics Service

Our customer service team provides real-time logistics tracking follow-up service. After the order is shipped, we can help customers check the latest transit status, solve problems such as no tracking information update, package transit stagnation and delivery delay. For packages detained by logistics or customs, we will provide formal declaration materials and processing suggestions to assist customers in completing customs clearance and package pickup smoothly.
In case of package damage, product extrusion, dirt and missing accessories during transportation, customers can feedback through official channels. We will verify the problem at the first time, and provide targeted solutions such as full refund, free replacement and partial compensation according to the actual situation, and bear the corresponding service costs for non-human damage problems.

4. Return & Refund After-Sales Service

We provide full-process guidance for 60-day return and refund services. Customer service staff will guide you to complete return application submission, product sorting and packaging, return address filling and logistics delivery operation step by step. We will track the return package transit status in real time, confirm warehouse receiving progress, and timely inform customers of inspection results and refund processing progress.
For quality problems, wrong delivery and missing parts, we support free return and exchange services, and all generated logistics costs are borne by our store. For return applications that meet the policy standards, we will strictly abide by the 5-10 working days refund rule to ensure timely and efficient fund arrival. We will not delay, deduct or refuse valid refund applications without reason.

5. Product Use & Post-Purchase Guidance Service

After customers receive the products, they can enjoy lifelong product consulting service. We provide professional guidance on product wearing adjustment, outdoor use skills, daily cleaning methods, storage maintenance and wear life extension. For product size discomfort and inadaptable use problems within the valid return period, we provide free return and exchange support to ensure customer shopping satisfaction.
We actively collect customer use feedback, record product optimization suggestions, and feed back to the product selection and design team to continuously upgrade product quality and use experience, bringing better outdoor gear products for global pet owners.

6. Complaint Feedback & Dispute Handling Service

We have a complete complaint and feedback processing mechanism. If you have dissatisfaction with product quality, logistics service, customer service attitude and shopping experience, you can submit detailed feedback descriptions and corresponding picture evidence through official customer service channels. We will assign special personnel to follow up the complaint within 12 hours, avoid repeated transfer and perfunctory processing, and efficiently solve customer problems.
We will objectively judge the actual situation of the problem, fully listen to customer demands, and provide reasonable solutions such as product replacement, full refund, partial compensation and service optimization. All complaint records will be archived and summarized regularly to optimize service loopholes and upgrade overall service quality.

7. Standard Service Commitment & Service Guarantee

All customer service staff have received professional standardized training, with unified polite, patient, rigorous and professional service attitude. We provide equal and high-quality service for all global customers without regional discrimination, order amount discrimination and differential treatment. All consulting messages and service applications will be responded to within 24 hours, and complex problems will be tracked and updated regularly until completely resolved.
We continuously optimize the service process, shorten the processing cycle of orders, logistics, after-sales and complaints, reduce customer waiting time, and eliminate hidden service problems such as perfunctory replies, delayed processing and unreasonable rejection. We take customer shopping experience and legitimate rights and interests as the core of all service work, and strive to provide every global customer with safe, reliable, efficient and worry-free one-stop shopping service.