CUSTOMER SERVICE POLICY
our customer service team adheres to the service tenet of warmth, professionalism, patience and efficiency, providing full-cycle and high-quality shopping support and after-sales protection for all global pet owners who purchase our dog harnesses and dog treats. we fully understand that every pet product is closely related to the safety and health of dogs, so we maintain a rigorous and responsible service attitude for every consultation and order, ensuring that every customer can shop with confidence, use the product with peace of mind, and solve all doubts and problems encountered during the shopping and product use process in the most timely and effective manner.
during the pre-purchase consultation stage, our professional customer service team can provide you with comprehensive product guidance, including dog harness size selection skills suitable for different dog breeds and weights, adjustable wearing methods, anti-pull functional principles, breathable material characteristics, seasonal wearing suggestions, travel safety matching methods, and shelf life, feeding dosage, ingredient safety and taste selection of dog snacks. we will provide targeted purchasing suggestions according to your dog’s age, breed, weight, activity level and daily usage scenarios, helping you select the most suitable pet supplies and avoid inappropriate purchases caused by size mismatch or functional misunderstanding.
after you successfully place an order and complete payment, our team will monitor the whole process of order processing, including order information verification, product quality re-inspection, harness stitching safety inspection, snack packaging sealing inspection, product classification and arrangement, shockproof and pressure-resistant safe packaging, and logistics carrier docking. all pet products will undergo strict manual quality inspection before shipment to ensure that there are no defective products, damaged accessories, expired snacks or unqualified goods. if you find any errors in recipient information, shipping address or product specifications after placing an order, please contact our customer service team in time. we can modify and correct unshipped orders to ensure accurate and error-free delivery of goods.
for abnormal order problems such as product damage, packaging breakage, harness stitching defects, missing accessories, snack packaging leakage, wrong goods delivery and missing goods during transportation, we will take full responsibility and provide fair and reasonable after-sales solutions. you only need to take clear real photos of the problematic product, outer packaging and shipping label, and send them to our customer service team. after rapid verification, we will provide free replacement, full refund, partial refund or supplementary goods according to the actual situation, completely solving your after-sales problems without tedious communication and delayed processing.
we guarantee to reply to all customer consultation messages within 24 business hours. our official business hours are monday to friday, excluding us statutory public holidays and weekend rest days. during the summer pet carnival promotion period, new product launch period and holiday shopping peak period, the number of customer consultations increases sharply, and the individual reply time may be slightly extended. we will reply to all messages in the order of receipt, and try our best to ensure that every customer’s problem is properly handled. all our customer service replies are manual targeted replies, rejecting rigid template perfunctory replies, ensuring that every customer’s doubts are accurately answered and every problem is effectively solved.
we sincerely welcome all customers’ real feedback and valuable suggestions on products and services. whether it is praise for the comfort and safety of our dog harnesses, recognition of the taste and safety of dog snacks, or optimization suggestions for product size, style and service details, we will record and feed back to the product design and quality inspection team in a timely manner to continuously optimize product quality and upgrade shopping experience. at the same time, we require all customers to maintain polite and respectful communication during consultation and problem handling. we reserve the right to terminate service and restrict subsequent ordering qualifications for malicious harassment, abusive speech and unreasonable excessive demands.