Shipping & Returns

General Terms

• Binding agreement: Your use of Dog Domain Store's services constitutes your acceptance of these rules.
• Policy updates: Dog Domain Store reserves the right to update its rules at any time. Any updated version will be posted on dogdomainstore.com and will take effect immediately.
• Refusal of policy: If you do not agree with an updated policy, you must stop using our services immediately.

• We make no guarantees or warranties.

• Cancellation by customer: You may request to cancel an order before it has shipped by contacting us at  DogDomainStore.com/contact-us
• Cancellation by Dog Domain Store: We reserve the right to cancel and refund your order if we are unable to fulfill it for any reason, including but not limited to out-of-stock items.

Dog Domain Store Returns and Refund Policy

• 7-day limit: All return and refund requests must be filed within 7 days of the delivery date by contacting us at  DogDomainStore.com/contact-us
• An RMA # will be issued for all authorized returns.

• Refunds: If a refund is approved, we will process it within 3 business days.

• Redeliveries: If an item is being redelivered, we will ship it within 5 business days.

"Remorse" Returns (Non-Defective Items)

• We generally do not accept returns for items that are not defective and are simply unwanted.
• We have the right to either accept or reject such a return request.
• If we decide to accept a return for an unwanted, non-defective item, we will issue an RMA # and  charge a "restocking and repacking fee." This fee will not be more than 35% of the total price of your order.

     Refund Request Timing for orders that have not shipped

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

      displayed on the order page).

      If you request a refund within the estimated processing time: 

      Dog Domain Store has three business days to approve or deny your refund request. If we do not respond within that time, your refund will be automatically processed.

   1.2  Orders That Have Shipped     

• If your order has already shipped, you can still submit a return and refund request by contacting us at  DogDomainStore.com/contact-us
  
• After you submit your request, Dog Domain Store has 10 business days to either approve or deny it.
• If we do not respond to your request within 10 business days, your refund will be automatically issued. 

• When you submit an after-sales request, you must provide the required evidence (such as photos or videos) to DogDomainStore.com/contact-us
• If you fail to provide compelling evidence within the 7-day after-sales period, we have the right to reject your return or refund request.
• We reserve the final right to determine whether the evidence you provide is "compelling".

• After-sales service: After the 7-day period, Dog Domain Store is no longer obligated to provide after-sales support for that order.

• For a refund: If you request a refund, we will process it within three business days of receiving your request.
• For redelivery: If you want the package resent, we will begin the redelivery process within five business days of your request. 

     Contact us at  DogDomainStore.com/contact-us

• Refund: If you choose a refund, we will process it within 3 business days of your request.
• Requesting a refund: If you receive goods that are damaged or broken, you must submit a refund request along with compelling evidence (e.g., photographs).
• Prepaid return label: Upon approval of your request, Dog Domain Store will provide a prepaid return label within 3 business days.
• Refund processing: A full refund will be processed and issued to your original payment method once the return shipment is marked as "in transit" by the courier.

• Redelivery: If you prefer a new shipment, we will process a replacement within 5 business days of your request.
  

  3.1 To qualify for a refund or redelivery, you must provide:

• Proof that the order was destroyed. This can be a screenshot or other documentation from the logistics website.
• Clear photo or video evidence showing the damage to the item.
• A copy of the complaint you sent to us via email or filed through a payment gateway (e.g., PayPal)
  
  
• Note on returns: If our Dispute Team requires the product for a claim, you must return the destroyed or damaged product.

  3.2  Policy for Delayed Orders:

This policy outlines the minimum waiting periods before a delayed order is eligible for dispute resolution. A delayed order is one that has no tracking information, is in transit, 

• USA: An order is considered delayed and eligible for a dispute 45 days after it leaves the Dog Domain Store warehouse.
• Brazil: Due to strict customs clearance procedures, a Brazilian order becomes eligible for a dispute 110 days after it leaves the warehouse.
• Dog Domain Store Packet Liquid Line: For all countries, orders shipped with this method are eligible for a dispute 100 days after leaving the warehouse.
• Special shipping methods: Some special carriers or methods are not covered by this dispute policy. Refer to the "Important Interpretation" section for more details.

• Israel Deliveries: In Israel, packages are often delivered to a self-pickup cabinet. If a package is overdue, customers should be advised to contact their local post office for delivery.

  3.4 Failed Delivery Attempts & Undelivered Package :

• Delivery Attempts :
  
• The local delivery service will attempt to deliver your package 1–3 times.
  
  
• Unclaimed Packages :
  
• If your package is still unclaimed, it will be held at the local post office for 3–7 days for you to pick up.
• If you do not pick up the package, it will be returned to the sender (our logistics company). Dog Domain Store is not responsible for lost packages during the return process.
• We cannot offer a refund or resend if you fail to collect an undelivered package

  3.5 Orders Not Received :

    Tracking shows delivered but customer claims non-receipt :

     If your tracking number indicates delivery but you have not received your package, please notify us at DogDomainStore.com/contact-us 

• Dog Domain Store will open an investigation with the delivery carrier.
• The verification process can be lengthy, often taking 1–2 months for the carrier to complete a full audit of the delivery.
•  A refund or replacement will only be provided if the carrier determines the package was misdelivered.

• Incorrect Information: Invalid or insufficient address, unknown recipient, or an invalid address number.
• Failed Collection: The package was not picked up by the customer in time.
• Recipient Refusal: The package was refused upon delivery.
• Unsafe Location: No safe place was available for the carrier to leave the package.
• Customs Issues: The package was held or rejected by customs authorities.
• Other: Any other delivery issues marked as an "Alert" by the carrier's tracking system. 

• If a package is returned to us and the logistics company provides a return service to the USA, we will add the items to your private inventory.
• No refunds will be issued for items placed in your inventory.
• We are unable to offer a refund or resend if the logistics company destroys an undelivered package.

  3.7 Failed Delivery Attempts & Undelivered Package :

• No Refunds: If the logistics company returns products to us, we will not issue a refund.
• Initial Delivery: The local distributor will attempt to deliver your package between one and three times.
• Post Office Hold: If delivery attempts are unsuccessful, the package will be held at the local post office for 3 to 7 days for customer pickup.
• Return to Sender: If the package is not picked up within the holding period, it will be returned to our logistics company.
• Customer Inaction: Dog Domain Store is unable to offer a refund or replacement if your order is not delivered because you failed to act on notifications from the carrier.
• Carrier Damage: We are  unable to offer a refund or replacement for packages that are destroyed by the logistics company
  
• No Responsibility for Returns: Dog Domain Store is not responsible for products that are lost during the return shipping process.

• For significant damage: We offer a full refund or a replacement for items that arrive badly damaged and are unusable or unsalvageable.
• For minor damage: If a product has minor damage that does not affect its function—but is not simply a cosmetic blemish (like small scratches, loose threads, or wrinkles) we can offer a partial refund or a replacement.
• Packing box damage: Please note that we cannot offer refunds for damage to the product's outer packaging alone. This is a common occurrence with shipment delivery and does not qualify for after-sale service.
• Fragile items: Due to their delicate nature, we highly recommend a refund for any fragile items that arrive damaged.
• Reporting damage: For all standard and electronic products, you must report the damage and file a claim with us within 7 days of the delivery date.
• Service products: For products categorized as "service products," your refund will be limited to the cost of the product as valued in the U.S. market. No additional liability is assumed.

• Address corrections are not guaranteed, especially after an order has been shipped.
• If your order has already shipped, you must contact the delivery company directly to provide the correct address.
• If your package is delivered to the wrong address, you are responsible for retrieving it. If the goods are sent back to us, we can either:
  • Reship the order for an additional shipping fee.
  • Issue a refund for the product cost, provided the items are returned in good condition.
• If the order is lost or cannot be returned, you will be responsible for the loss.

• Step 1: Submit a request.
  • Initiate a refund or redelivery request with the Dog Domain Store.
• Step 2: Provide valid proof.
  • Submit clear photos or videos of the issue.
  • Note: If proof is unclear, we may reject the request.
• Step 3: Await our response.
  • We will review your proof and respond within 3 business days.

• For redelivery: A replacement will be sent within 5 business days. If the item is out of stock, we reserve the right to issue a refund.

• For refunds:
  • With a return: We'll send you a prepaid shipping label within 3 business days. Your refund will be issued within 3 business days of the package being scanned as " in transit".    Note:  The package must be "in transit" within 7 days of receiving the prepaid shipping label.
  • Without a return: The refund will be processed within 3 business days.

     Contact us at dogdomainstore.com/contact-us and describe the problem :

     How to handle size issues...

          For any size-related problems, please measure the product using the correct method and send us a photo of the measurement. Our dispute team will then quickly 

  5.2 Service Products :

     Understanding Our Service Product Policy
     Please be aware that certain products are fulfilled as a service. As such, the following policies apply:

• Damaged or Delayed Shipments: Once a product is in transit, we are not liable for shipping delays or damage caused by the carrier. In these cases, we cannot issue a refund. For the quickest resolution, please file a claim directly with the shipping carrier.
• Manufacturer Responsibility: We act as a retailer for products from other suppliers. All issues related to the product's quality, defects, or performance must be resolved with the original manufacturer, not with Dog Domain Store.
• Uninspected Products: For products that are shipped directly from our supplier and have not been inspected by our team, Dog Domain Store is not liable for any disputes regarding the product's condition.

  6.0. Logistics Issues

  6.1 Invalid Tracking Information and Refunds :

• Verification: If a customer reports receiving an invalid tracking number, Dog Domain Store will verify the information with the shipping carrier.
• Resolution: If Dog Domain Store confirms the tracking number is incorrect, we will have up to four business days to provide the correct tracking information.
• Refund Policy: Should Dog Domain Store fail to provide a valid tracking number within the four-business-day window, a full refund will be processed for the order.

  6.2 Delayed Tracking Updates :

We do our best to get your order to you quickly. However, if a shipping carrier's website does not show any updates to your tracking information for more than 7 business days after the shipping label was created, you are eligible for a refund. 

Here's how to request your refund:

1. Notify our customer service team that your tracking information has not been updated for more than 7 business days. 

2. Once your request is received and confirmed, Dog Domain Store will process the refund within 3 business days of your request. 

Please note: This policy is not valid during major holidays, periods of severe weather, or other abnormal events that cause widespread shipping delays.

  6.3 Delayed Shipping Refund Policy :

• When you can apply for a refund: If your order's transit time exceeds the estimated delivery date by 10 or more days, you may request a refund, provided that Dog Domain Store has not supplied a valid tracking update during this period.
• How to apply: All refund requests must be submitted within 3 business days of the order becoming eligible.
• Important exceptions: This policy does not apply during special circumstances or periods, including holidays, epidemics (e.g., COVID-19), severe weather, or other abnormal situations that are outside of our control.

  6.4  Important information on shipping :
       Please be aware of the following conditions for certain shipping methods:

• No tracking guarantee: Some shipping methods are not trackable after they arrive in certain countries, states, or cities.
• Assumption of risk: If you choose one of the untrackable methods listed below, you cannot open a dispute for a lost package after it has reached your country.
• Affected methods: PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, and Packet Railway Economy.
• Extra charges for remote addresses: Choosing some shipping methods may result in additional charges for deliveries to remote locations.

  6.5 Force Majeure :
      Dog Domain Store will not be held liable for any failure or delay in performance caused by circumstances beyond its reasonable control. These events include, but are not limited to, natural disasters (earthquake, flood, storm), epidemics or pandemics, strikes, war, acts of terrorism, or government-imposed regulations such as customs inspection delays. In the event of such a delay, Dog Domain Store will notify you at the email address on file.

• Pandemics and epidemics
• International conflicts or strikes
• Natural disasters like floods, earthquakes, or severe weather
• Government or customs-related delays

• Where to return: Products can only be returned to a Dog Domain Store USA warehouse.
• Return risks: We do not recommend international returns because they carry significant risks: high shipping costs, long transit times (at least 3 months), and a high probability of damage or loss.
• How to start: To begin a return, you must first email  DogDomainStore.com
• Response time: You can expect a response to your email within 1 to 5 business days.
• Time limit: You must send back your products within 10 days of receiving them and after receiving confirmation from a Dog Domain Store representative.

• Custom "Print-on-Demand" (POD) products: These items are personalized and created just for you, so we cannot accept cancellations.
• Special pre-order products: When you place a pre-order, we set aside or order this special inventory specifically for you, which makes it ineligible for cancellation.
• Video and photo services: Our team begins the planning and preparation for these personalized services right after your purchase is confirmed, so these orders are final.

• Contact us at DogDomainStore.com/contact-us to file a dispute.
• Time Limit: A dispute must be filed before the order status is officially closed. Once an order is closed, no further disputes can be opened.
• Tracking Requirements: All tracking information from third-party shipping couriers must be traceable and verifiable for a dispute to be resolved. If the tracking information is invalid or untraceable, we cannot process your claim.

• A customer has a personal dislike for the product ("buyer's remorse").
• A customer ordered the wrong item or SKU.
• An incorrect shipping address was provided by the customer.
• Product variations were agreed upon with the customer in advance.
• The package was returned, discarded, or held by customs because the recipient failed to comply with their country's import regulations.
• The tracking information was deleted by the shipping carrier or post office.

  8. Resolution Satisfaction :

     If a buyer is not satisfied with the resolution of an after-sale issue, they are responsible for opening a formal dispute with Dog Domain Store.