We offer refund only when the product is unavailable. Order cannot be cancelled if we have started processing the order. However, we may consider your refund or cancel or replacement request on a case by case basis. The refund or replacement request must be raised within 14 days from the date of delivery stated on the tracking website.

A 10% transaction fee is charged by the payment processor once the order is placed. Please note that the 10% transaction fee charged by the payment processor may not be refunded if the customer cancels the order.

Customer should understand that international shipping always carry risks. Customer should place the order only when they agree to bear the risks. We do our best to pack and ship the products safely but we cannot control or take full responsibility of delays, damages, losses, taxation and penalties resulting from third-party logistics providers. Hence, we do not offer refund under any of the above circumstances caused during the shipping process.

Customer should make sure the recipient address is valid and accurate. Avoid using short form or abbreviation. If the delivery is failed due to incorrect address, it is the customer's responsibility and we do not offer any refund in such case.

Customer should pay attention to the status of the parcel once the order is shipped out. Customer can track the status with a tracking number and link which will be provided by email when the parcel is shipped out. Customer may be notified with a card or email or message if the delivery attempt is unsuccessful. Cusomter should follow the instructions provided or contact the courier directly to arrange a redelivery or pick up before the deadline. If the delivery is failed due to no recipient available to collect the parcel, it is the customer's responsibility and we do not offer any refund in such case.

Customer is responsible to settle any customs fee or tax charged by the customs during the import of parcel. Please pay attention to the status of the parcel once it is shipped out. The courier will notify the recipient by phone or email if any customs fee or tax is requied. Failue to settle the customs fee or tax on time may result in return or disposal of the parcel. We will not offer any refund if the parcel is returned or disposed due to unsettled customs fee or tax.

Customer should accept the parcel when it is delivered. If customer refuses to accept the parcel without any consent with us in advance, we will not offer any refund.

Minor defects such as bent in the corner may happen during the shipping process. We do not offer refund for such minor defects. Perfectionist customer should think carefully before placing the order.

For products with major defects, we will consider arranging replacement on a case by case basis. Customer should provide as much details of the defects as possible. We will do our best to communicate with the supplier and ship a replacement for the defect product when possible.

To protect the right of both buyer and seller, please take an unboxing video while opening your parcel as an evidence. The video should clearly show (1) an unopened parcel and the process of (2) opening the parcel and (3) checking the product. Without the unboxing video showing the above details, we may not be able to offer any refund or replacement.

Lop-Eared Guard