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Shipping & Returns

GENERAL TERMS & POLICY

My Spoiled Canines reserves the right to update the rules when necessary, and the updated version will be published on www.myspoiledcanines.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by My Spoiled Canines immediately. All buyers are deemed to accept the rules if they are using the services provided by My Spoiled Canines. My Spoiled Canines' policy shall prevail.

For after-sales issues, buyers should file a return & refund request within 30 days of the delivery date. If the period for a Return & Refund request filed exceeds that time period, My Spoiled Canines 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 My Spoiled Canines via Contact Us.

If My Spoiled Canines cannot fulfill the buyer's order within the order processing time, under conditions including but not limited to no stock or other conditions, My Spoiled Canines 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, My Spoiled Canines is responsible for providing the buyer with a prepaid return label within 3 business days to return the damaged/broken goods. My Spoiled Canines should refund the buyer when the return shows as in transit on the logistics website with the provided prepaid return label.

My Spoiled Canines shall not accept after-sale requests for "non-defective remorse returns" and reserves the right to accept or reject such requests. My Spoiled Canines will abide by the policy under this condition.

If My Spoiled Canines accepts the after-sale request for the reason type of "non-defective remorse returns", we require a " restocking & repacking fee " to be deducted. Under My Spoiled Canines' policy restrictions, the total " restocking & repacking fee " deducted shall not exceed 35% of the order total price.

My Spoiled Canines shall not require a warranty, such as whether to provide a warranty or not, or the way of warranty handling.

My Spoiled Canines shall restrict the refund time and redelivery time under the condition, including but not limited to: order refund based on the policy; agreement on refund or redelivery between My Spoiled Canines and the buyer or others; My Spoiled Canines must refund within no more than 3 business days, or redeliver within no more than 5 business days.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to My Spoiled Canines. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, My Spoiled Canines has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by My Spoiled Canines under various circumstances:

1. REFUND REQUEST TIMING

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

Return & Refund Type: My Spoiled Canines Rules

For Unshipped Orders:
If the Return & Refund request is made after the stated processing time, My Spoiled Canines will refund the order. If the Return & Refund request is made within the stated processing time, My Spoiled Canines has 3 business days to process the request after the buyer submits it. If My Spoiled Canines fails to process (accept or reject) the refund request within 3 business days, My Spoiled Canines 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.

For Shipped Orders:
If the Return & Refund request is made after the order has shipped, My Spoiled Canines has 10 business days to process the request after the buyer submits it. If My Spoiled Canines fails to process (accept or reject) the refund request within 10 business days, My Spoiled Canines will refund the order.

2. GOODS RETURNED IN TRANSIT

If the package is sent back to My Spoiled Canines during transit for any reason, and the buyer applies for a refund, My Spoiled Canines should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, My Spoiled Canines should begin redelivery within 5 business days of the request date.

3. GOODS DESTROYED IN TRANSIT

If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to a screenshot from the logistics website that the order was destroyed, My Spoiled Canines should refund the order within 3 business days of the buyer's refund request, or redeliver within 5 business days of the request. The following steps must be followed when creating this type of request.

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the product is 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 My Spoiled Canines if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, My Spoiled Canines 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, or expired 60 days after the order departed from My Spoiled Canines warehouse. The following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted as 45 days after the order departed from My Spoiled Canines warehouse.
b. For Brazil, it is after 110 days counting from the date that the order departed from My Spoiled Canines warehouse due to the strict customs clearance in Brazil.
c. For My Spoiled Canines Packet Liquid Line to all countries, My Spoiled Canines will deal with your dispute for delayed orders after 100 days counting from the date that the order departed from My Spoiled Canines warehouse.
d. For some special shipping methods, My Spoiled Canines cannot deal with your disputes. (See the following important interpretation)

Notes:
Sometimes, the order has arrived at the nearest post office to the buyer and is marked as pending because of an insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Due to conditions such as national realities, phone numbers, and religious beliefs in Israel, packages will normally be delivered to self-pickup 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, My Spoiled Canines 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

My Spoiled Canines 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. The tracking information shows Alert; the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Did 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 for 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, My Spoiled Canines takes no responsibility if products have been lost.

b. If the logistics company provides return service to the US, My Spoiled Canines will put the products in your private inventory and will not refund them when we receive the returned items.

c. My Spoiled Canines cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3.3 PRODUCTS DAMAGED

My Spoiled Canines offers a full refund or a replacement if packages arrive badly damaged.
My Spoiled Canines 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, My Spoiled Canines cannot offer any refunds or other after-sale services due to the long-distance international delivery.
c. For ordinary electronic products, your clients shall complain or open a dispute with you within 30 days after the packages are delivered.
d. For service products, My Spoiled Canines will refund you the cost of the product, which is the price in the US market. Otherwise, My Spoiled Canines will not take any responsibility for them.

3.4 INCORRECT OR MISSING PRODUCTS

My Spoiled Canines has a strict quality control process before products are dispatched.
My Spoiled Canines will deal with incorrect or missing products as follows:

a. For incorrect products, My Spoiled Canines offers a full refund or replacement.
b. For products with the wrong color or size that don't affect product function, etc., My Spoiled Canines offers a refund or resend if you provide a screenshot of your complaint including name, content, and date.
c. For parts missing that don't affect product function, My Spoiled Canines may refund partially or resend the missing part; for parts missing that affect product function, My Spoiled Canines will resend the product only.
d. For accessories, My Spoiled Canines will resend the accessories.

Notes:
For size issues, My Spoiled Canines would appreciate it a lot if you could measure the product using the correct method and provide us with a photo of the measurement. Then our dispute team will deal with your dispute quickly.

4. WRONG RECEIPT INFORMATION

If the buyer puts wrong receipt information on an order, the buyer should contact us via Contact Us to request that we update the order with the correct receipt information.

Please note that receipt information correction or order cancellation is 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 recipient, the buyer may attempt to send back the products at his/her own expense. If the goods are returned in good condition, My Spoiled Canines shall refund the order within 3 business days of receiving the goods, as per the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the buyer will be responsible for the redelivery fee.

If the order cannot be corrected or returned, the buyer will bear the losses.

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), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on the My Spoiled Canines website, My Spoiled Canines should check the proof and give a response within 3 business days.

If the proof checked by My Spoiled Canines does not show the problem clearly, the proof is invalid, and My Spoiled Canines has the right to reject the buyer's refund request.

If the buyer's proof shows a problem clearly after being checked by My Spoiled Canines, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, My Spoiled Canines 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, My Spoiled Canines should refund the order within 3 business days of the refund request.

If proof is valid and the buyer requests redelivery, My Spoiled Canines should redeliver within 5 business days of proof approval. Please note My Spoiled Canines has the right to refund orders if the redelivery products are out of stock, or buyers are unable to reorder the products when the products are restocked.

5.1 INCORRECT OR MISSING PRODUCTS

My Spoiled Canines has a strict quality control process before products are dispatched.
My Spoiled Canines will deal with incorrect or missing products as follows:

a. For incorrect products, My Spoiled Canines offers a full refund or replacement.
b. For products with the wrong color or size that don't affect product function, etc., My Spoiled Canines offers a refund or resend if you provide a screenshot of your client's complaint including name, content, and date.
c. For parts missing that don't affect product function, My Spoiled Canines may refund partially or resend the missing part; for parts missing that affect product function, My Spoiled Canines will resend the product only.
d. For accessories, My Spoiled Canines will resend the accessories.

5.2 SERVICE PRODUCTS

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed: My Spoiled Canines may not refund the product cost.
b. Any disputes arising from bad quality: My Spoiled Canines may not accept them, as the supplier is not My Spoiled Canines.
c. For service products without My Spoiled Canines quality checking inspection, My Spoiled Canines may not accept the disputes.

6. LOGISTICS ISSUES

6.1 INVALID TRACKING INFORMATION

If My Spoiled Canines verifies that the tracking number is incorrect and My Spoiled Canines fails to provide the correct one within 4 business days, My Spoiled Canines 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 the label is created as shown on a logistics website, and the buyer applies for a refund, My Spoiled Canines requires a refund within 3 business days after the buyer's request.
Note: this clause is not applicable for special time/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.

6.3 TOO-LONG OF SHIPPING PERIOD

If the transit time exceeds the estimated delivery time by 10 days or more and My Spoiled Canines fails to provide any valid tracking updates, the buyer may apply for a refund. My Spoiled Canines requires a refund request by the buyer within 3 business days.
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 arrive at some Countries, States, or Cities. My Spoiled Canines 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 certain shipping methods are chosen, remote addresses will be charged an additional cost.

6.5 FORCE MAJEURE

My Spoiled Canines takes no responsibility for any product damage 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, customs inspection. However, My Spoiled Canines will notify you from myspoiledcanines@gmail.com.

6.6 DESTINATION LIMITS

Due to limited international transportation, My Spoiled Canines 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, Democratic Republic of 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 at myspoiledcanines@gmail.com.

My Spoiled Canines will try its best to assist buyers in these special circumstances as soon as possible. After notifying My Spoiled Canines, Buyers should expect a decision from My Spoiled Canines on these types of issues in no later than two weeks.

7.1 RETURN

Products can be returned to My Spoiled Canines US warehouses only. But we do not suggest returning products to our warehouses since international shipping costs are high and it takes at least 3 months to arrive at My Spoiled Canines US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged in transit.

a. If you indeed want to return the products, please email My Spoiled Canines, 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 My Spoiled Canines.

7.2 ORDER CANCELLATION

For order cancellations, My Spoiled Canines offers a full refund before products are processed by the warehouses.

a. After payment, POD orders cannot be canceled as they are customized.
b. After payment, pre-order 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 as My Spoiled Canines has planned and prepared 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

My Spoiled Canines shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not accurate.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product differences were negotiated in advance.
g. Tracking information was deleted by logistics companies or local post offices.
h. In some cases, packages were 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 to the order after-sale issues, buyers have the responsibility to open a dispute with My Spoiled Canines to help deal with the after-sale issues.

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