FAQ
I. Delivery and Orders
(1) Where do we deliver?
We have a strong logistics infrastructure that allows us to deliver to over 100 countries. Most orders will be shipped from China.
(2) When will I receive my order?
We are usually able to process your order within 2-4 business days! Once your order has been shipped, delivery time will vary depending on your location. Our standard delivery times are:
United States, Canada, Switzerland, Australia, New Zealand, United Kingdom, France, Germany, Italy and Spain: 10-15 days.
Rest of Europe: 12-25 days.
Japan, South Korea and Singapore: 7-10 days.
Middle East: 10 to 15 days.
Southeast Asia: 10 to 15 days.
South America: 15 to 25 days.
Tip: For some countries or product weights, please choose Economy Postal Delivery, which has an estimated delivery time of 20-30 days.
We will do our best to deliver your package on time. However, we cannot guarantee the arrival date as the package may be delayed due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays, etc. Thank you for your patience.
To know exactly where your package is, please check your tracking link after your order is shipped.
(3) Do you offer PO Box or APO/FPO addresses?
Unfortunately, we are currently unable to deliver to PO Boxes or APO/FPO addresses.
(4) How do I check the status of my order?
Once your order has been shipped, you will receive an email notification with a link to your order tracking details. You can also look up your order information in your store account and track your order here. If you are unable to find tracking information, please email wozhinixin2019@gmail.com and we will be happy to provide you with this information.
(5) Why is there no update on the shipping status? Is my package safe?
Because some packages are shipped internationally, you may not see updates from your local courier until the package is in transit, cleared by local customs, and allowed into your country.
This process may take 3 to 5 business days. If your order is still within the estimated delivery time frame, please be patient! You will be able to see your tracking updates after this process is completed and scanned by your local courier.
If your order has not been updated for a long time and has expired, you can contact us or the courier for assistance.
(6) Do I need to bear any customs fees or duties?
Goods shipped to EU countries may be subject to duties and taxes. All import (customs) duties and/or taxes will be collected after the package arrives at the destination country/region.
If applicable, the customer must pay these fees before the package is released and delivered. If the customer refuses the package, there will be no refund.
(7) Can I change or cancel my order?
We will do our best to process and ship as quickly as possible, so if changes are required, please email us immediately (wozhinixin2019@gmail.com). If we are able to detect it in time, we can update your order! If your changes are not detected in time, we provide a quick and easy exchange or return service.
(8) My package shows as delivered, but I didn’t actually receive it - what should I do?
Please check the following:
Make sure your order address is correct
Check with neighbors and family (sometimes they will help pick it up)
Check the delivery location (mailbox)
Check for notifications of attempted delivery
If you still can't find your package, please contact us at wozhinixin2019@gmail.com
II. Returns and Exchanges
(1) How do I return or exchange an item?
We want you and your dog to love your order! If the item doesn’t fit, don’t worry—we’ve made the return process easy!
First, make sure your return meets the following criteria to qualify for a refund or exchange:
It must be brand new, with tags intact, and returned in its original packaging. It must be free of odor and dog hair.
Then, follow the information below to make your return or exchange.
(2) Exchanges
Please email us at wozhinixin2019@gmail.com within 14 days of receiving your item.
All returned items must be new and inspected.
For other exchanges, you will need to return the item at your own expense.
Once we receive your return, we will ship your exchange.
(3) How long does it take for me to return or exchange an item?
You have 30 days from the date you received the item to return it for an exchange or refund.
(4) How long does it take to process my exchange or return?
We will process exchanges and returns within 2-3 business days after we receive your returned merchandise.
Exchanges:
Once we confirm that the item has been returned to our warehouse, we will process your exchange. We will keep in touch with you via email.
(5) Refunds:
Your refund will be processed within 2-3 business days after the item arrives at our warehouse. Refunds will be issued to your original payment method.
(6) Do you refund shipping costs?
Unfortunately, if the returned item is not refunded due to quality issues, the return shipping costs must be borne by the customer.
(7) Can I return a "Final Sale" item?
"Final Sale" items are sold at a significant discount so you can enjoy a significant discount. These items are not returnable, refundable or exchangeable. Please check the size carefully before purchasing a "Final Sale" item.
III. Products
(1) Where are your products made?
Most of our products are made in China. There are many excellent factories in China with first-class craftsmen who do an excellent job! We take great care to choose partners who share our values around product quality, safety and fair wages.
(2) How can I find out more about a product?
Each product page contains a wealth of useful information, including photos, product features, care instructions and a size guide. In addition, you can find care instructions on the product itself. If you can't find them, please feel free to contact us.
(3) How do I clean my product?
Most of our products are machine washable, but you should always refer to the garment label to ensure the best care. We recommend hanging to dry whenever possible.
IV. Size and Fit
(1) How do I find the right size for my dog?
You can measure your dog and refer to our electronic size guide, or look directly at our product main image reference guide to see our recommended size.
If you have any questions about a specific size or need help with sizing, please contact us at wozhinixin2019@gmail.com
(2) What if my dog is between two sizes?
If your dog is between two sizes, please choose the larger one. We also recommend that you prioritize measuring your chest circumference over your neck and back circumference.