Refund Policy

Bestcatdogsupplies is committed to ensuring complete customer satisfaction and providing an exceptional purchasing experience throughout every phase.

In the event that the products you receive do not perform as expected upon delivery or over time due to circumstances beyond our control, our customer service team is available to assist you with requesting a replacement or refund.

Our Returns & Exchange Policy offers a 60-day return guarantee during the product’s shelf life. However, we recommend reviewing our specific conditions and procedures for requesting a return or exchange, as well as the timeline for processing returns and issuing refunds or replacements.

Returns & Exchange Policy
60-day return guarantee during the product‘s shelf life

We are happy to inform you that we accept returns of unopened, unused, or undamaged items purchased on our website within 60 days of the ordering date during the product’s shelf life. Customers may opt for either a refund or an exchange of the product.

Please be advised that in the case of returned packages, there may be clearance risks and related fees upon arrival in China. We regret to inform you that these fees will have to be deducted from the refund. We apologize for any inconvenience this may cause and hope for your understanding.

We recommend that customers review our returns and exchange policy and follow the specific procedures outlined to ensure a seamless and efficient process.

Return & Exchange

Note:

  1. We want to inform our customers that if an item is non-defective, but has been opened and used, we cannot accept it back for a refund under any circumstances. Only unopened or unused items are eligible for a return, and buyers are responsible for the return shipping costs.
  2. Please note that for safety and sanitary purposes, we do not accept returns on opened or used items or clearance products.

Regarding our Warranty Service, fresh-keeping products with expedited express delivery are not eligible for return or exchange unless there was an error in the product sent or the product is lost during shipping. To be eligible for service under warranty, you must contact our support team to initiate the return process within 60 days of the original purchase.

It’s important to note that the 60-day Limited Warranty does not cover damage resulting from accidents, abuse, disassembly, customized modification, or user error. Additionally, incidental and consequential damages are not covered under this warranty. We recommend customers thoroughly review our warranty terms and conditions before making any purchases.

Warranty Service

Frequently Asked Questions

  1. In the unfortunate event that you receive a DOA (dead on arrival) item, we understand the frustration this may cause. Despite our extensive testing before shipment, we cannot guarantee 100% avoidance of this problem. We encourage you to test the items immediately after delivery. If there are any defective items, please contact our support team within 2 business days, and we will work with you to solve the problem in a timely manner.
  2. It’s not necessarily required that you send back the defective item for a refund or exchange unless the manufacturer has specific requirements. However, all Original Brands Production license numbers & Product standards number before providing replacements. We advise that you keep the package or take a picture of the useful information before discarding it. If your item is defective, please contact us via Email (sales@bestcatdogsupplies.com) with the following information:
  • Order number
  • Product name
  • Problem description
  • Production license numbers & Product standards number
  • Video/ video link or picture
  • Once the problem is approved, we will arrange shipment for the replacement. Please note that if you have already placed a new order, we will add the replacement to the new order. We aim to provide a seamless and efficient process to ensure our customers receive the best possible service.

3.Once the package is sent out, return and refund are not accepted, because it is impossible for the international airport staff to find your package from thousands of packages and return it to us. Please understand, or the package has arrived at your destination country, please call the local post office to return or do not open the package after you receive it, and ensure that the package is returned to us in original condition, but you must bear the return freight.

4..Posts in most countries and regions will not contact the recipient before delivery, they will put it directly in the recipient’s mailbox or in a safer place, so if the tracking information shows that your package had been delivered, but you have not found the package, please contact your local post office as soon as possible to prevent loss.
4.Whether you need to sign the package by yourself or other family members and friends is determined by your local post office. In order to ensure that the package is not stolen or placed in a corner that you cannot find, it is recommended that you sign in person. If you need to sign in person, please place the order with comments in the note area, we will help you track the package, and when the package arrives at your local post office, you will be reminded to notify the courier to give you a call.

5.We do not accept the temporary address of the customer, because it is generally not necessary to sign for the package in person, and the package delivered to the temporary address is easily lost.

6.If the package is lost before it is arranged by the plane to fly to your destination country, we will reschedule the delivery or refund you. If the package causes problems during customs clearance in your destination country or is lost before or after receipt , we will deduct the freight and compensate you for half of the payment or we will reschedule the shipment after you pay us the freight.

7.If your package tracking information has not been updated for a long time, such as 2 months or more, we will choose to refund you half of the purchase fee or re-ship but you must pay the shipping fee.

8.We do not accept any mandatory bank refunds. If you have any questions, you can communicate with us in advance. If you do not want to buy after placing an order, we recommend that you reject the package or return it to us after receiving the package (but the shipping fee must borne by you), we can refund the payment for unopened original packaging product returned by you under the condition of no damage.

If the product is not man-made damage, it is damaged during normal use during the product warranty period, please feel free to contact us, we will contact the manufacturer to replace the product for free, but the shipping cost must also be borne by the buyer

Any forced refund that is not based on communication is a fraud, we have the right to sue the fraudsters in court.