Shipping & Returns

General Terms: 

Your Pet Paradise reserves the right to update the rules when necessary, and the updated version will be published on www.yourpetparadise.com immediately. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Your Pet Paradise immediately. All buyers are deemed to accept the rules if they are using the services provided by  Your Pet Paradise. Your Pet Paradise's policy shall prevail.

Buyers should file a return & refund request for after-sales issues within 7 days of delivery. If the period of the Return & Refund request filed exceeds that, Your Pet Paradise reserves the right not to provide any after-sales service after that time.

Before an order is shipped out, the buyer can apply to cancel the order by contacting Your Pet Paradise via yourpetparadiseco@gmail.com.

If Your Pet Paradise cannot fulfill the buyer's order within the order processing time, under the condition of but not limited to no stock or other conditions, Your Pet Paradise has the right to cancel and refund the order.

If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Your Pet Paradise has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Your Pet Paradise should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.

Your Pet Paradise shall not accept an after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Your Pet Paradise will abide by the policy under this condition.

If  Your Pet Paradise accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee", under Your Pet Paradise's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.

   Your Pet Paradise shall not require a warranty, like whether to provide a warranty or not, or the way of warranty handling.

Your Pet Paradise shall restrict the refund time and redelivery time under the condition, including but not limited to the order should be refunded based on the policy, agreeing on refund or redelivery between  Your Pet Paradise and the buyer or others,  Your Pet Paradise must refund not more than 3 business days, or redelivery not 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 Your Pet Paradise. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Your Pet Paradise has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by Your Pet Paradise 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 Your Pet Paradise Rules

For Unshipped Orders  

The Return & Refund request is made after the stated processing time.  Your Pet Paradise will refund the order. The Return & Refund request is made within the stated processing time. 

 Your Pet Paradise has 3 business days to process the request after the buyer submits it. If Your Pet Paradise fails to process (accept or reject) the refund request within 3 business days, Your Pet Paradise 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

The Return & Refund request is made after the order has shipped.  Your Pet Paradise has 10 business days to process the request after the buyer submits it. If  Your Pet Paradise fails to process (accept or reject) the refund request within 10 business days,  Your Pet Paradise will refund the order.

2. Goods Returned in Transit

If the package is sent back to Your Pet Paradise during transit for any reason, and the buyer applies for a refund, Your Pet Paradise should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Your Pet Paradise 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, Your Pet Paradise should refund the order within 3 business days of the buyer's refund request, or redelivery 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 products are 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 Your Pet Paradise if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, Your Pet Paradise 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, and expired 60 days after orders departed from Your Pet Paradise warehouse. The following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders depart from Your Pet Paradise warehouse.

b. For Brazil, it is 110 days from the date that the order departed from Your Pet Paradise warehouse due to the strict customs clearance in Brazil.

c. For Your Pet ParadisePacket Liquid Line to all countries, Your Pet Paradise will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Your Pet Paradise warehouse.

d. For some special shipping methods, Your Pet Paradise cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and made pending because of 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 such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self-pick-up 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, Your Pet Paradise 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

   Your Pet Paradise will not deal with the refund or resend if the tracking information shows the order has been 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) Do 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 in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Your Pet Paradise takes no responsibility if products have been lost.

b. If the logistics company provides return service to China, Your Pet Paradise will put the products in your private inventory and will not refund them when we receive the returned items.

c. Your Pet Paradise cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3.3 Products Damaged

   Your Pet Paradise offers a full refund or a replacement if the packages arrived are badly damaged.

   Your Pet Paradise 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, Your Pet Paradise 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 to you within 30 days after packages are delivered.

d. For service products, Your Pet Paradise refunds you the cost of the product which is the price in the China market. Otherwise, Your Pet Paradise will not take any responsibility for them.

3.4 Incorrect or Missing Products

   Your Pet Paradise has a strict quality control process before products are dispatched. 

   Your Pet Paradise will deal with incorrect or missing products as follows:

a. For incorrect products, Your Pet Paradise offers a full refund or replacement.

b. For products with the wrong color, size which doesn't affect product function, etc., Your Pet Paradise 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, Your Pet Paradise may refund partially or resend the missing part; for parts missing that affect product function, Your Pet Paradise will resend the product only.

d. For accessories, Your Pet Paradise will resend the accessories.

Notes:

For size problems, Your Pet Paradise would appreciate it a lot if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.

4. Wrong Receipt Information

If the buyer puts the wrong receipt information on an order, the buyer should contact us via yourpetparadiseco@gmail.com to request 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 receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Your Pet Paradise shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the buyer will additionally be in charge of 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 Your Pet Paradise, Your Pet Paradise should check the proof and give a response within 3 business days.

If the proof checked by Your Pet Paradise does not show the problem clearly and or if the proof checked by Your Pet Paradise does not show the problem clearly, the proof is invalid, and Your Pet Paradise has the right to reject the buyer's refund request.

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

If proof is valid, and the buyer requests redelivery, Your Pet Paradise should redelivery within 5 business days of proof approval. Please note Your Pet Paradise has the right to refund orders if the redelivery products have no stocks, or buyers can reorder products when the products are restocked.

5.1 Incorrect or Missing Products

   Your Pet Paradise has a strict quality control process before products are dispatched. 

   Your Pet Paradise will deal with incorrect or missing products as follows:

a. For incorrect products, Your Pet Paradise offers a full refund or replacement.

b. For products with the wrong color, size which doesn't affect product function, etc., Your Pet Paradise 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, Your Pet Paradise may refund partially or resend the missing part; for parts missing that affect product function, Your Pet Paradise will resend the product only.

d. For accessories, Your Pet Paradise will resend the accessories.

Notes:

For size problems, Your Pet Paradise would appreciate it a lot if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.

5.2 Service Products

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, Your Pet Paradise may not refund the product cost.

b. Any disputes arising from bad quality, Your Pet Paradise may not accept as the supplier is not Your Pet Paradise.

c. For service products without Your Pet Paradise quality checking inspection, Your Pet Paradise may not accept disputes.

6. Logistics Issues

6.1 Invalid tracking information

If Your Pet Paradise verifies the tracking number is wrong, and Your Pet Paradise fails to provide the correct one within 4 business days, Your Pet Paradise 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 showing on a logistic website, and the buyer applies for a refund, Your Pet Paradise requires a refund order within 3 business days after the buyer's request.

Note: this clause is not applicable for special times/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.3 Too-long Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and Your Pet Paradise fails to provide any valid tracking updated info, the buyer may apply for a refund. Your Pet Paradise requires a refund order within 3 business days as the buyer requests.

Note: this clause is not applicable for special times/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 in some Countries, States, or Cities. Your Pet Paradise 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 choosing certain shipping methods, the remote addresses will be charged additional costs.

6.5 Force Majeure

   Your Pet Paradise takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspection. However, Your Pet Paradise will notify you by yourpetparadiseco@gmail.com    .

6.6 Destination Limits

Due to limited international transportation, Your Pet Paradise 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  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 through yourpetparadiseco@gmail.com.

   Your Pet Paradise will try its best to assist buyers in these special circumstances promptly. After notifying Your Pet Paradise, Buyers should expect a decision from Your Pet Paradise on these types of issues no later than two weeks.

   Your Pet Paradise takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspection. However, Your Pet Paradise will notify you by yourpetparadiseco@gmail.com    .

7.1 Return

Products can be returned to Your Pet Paradise China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Your Pet Paradise China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

a. If you indeed want to return the products, please email Your Pet Paradise and someone will respond to you within 1 to 5 business days. 

b. Please return products within 10 days of receiving products and after speaking with someone at Your Pet Paradise. 

7.2 Orders Cancellation

For order cancellations, Your Pet Paradise offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.

b. After payment, pre-order inventory orders cannot be canceled as they are special products and are only available for you.

c. After payment, video and photo orders cannot be canceled as Your Pet Paradise has planned and prepared for you after payment.

7.3 Deadline for 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

   Your Pet Paradise shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

h. In some cases, packages are 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 of the order after-sale issues, buyers have the responsibility to open a dispute with Your Pet Paradise to help deal with the after-sale issues.