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Monday to Friday 9:00 am to 18:00 pm EST.
Shipping Time Arrives Within 5-15 Working Days
Contact number: +86 130-8581-1777

Returns & Exchanges Policy

Return Policy
If you are not satisfied with your purchase, simply return it within 30 days for an exchange or refund with no processing fees. At, for any reason, if you are not satisfied with your purchase, you can return it, and we support returns within 30 days without any reason.
All damages or defects will be communicated to Customer Service Representative [email protected]. After we confirm that you have sent the returned package, you will receive the exchange or refund of the item within 24 hours.

Return Options
We will send the return label uniformly through the email address of the customer service representative [email protected].

  1. Our mistakes lead to product returns for the following reasons:
    We sent the wrong order or item, you received any item damaged, or you received a poor quality/defective product.
    If the appearance of the picture is different from the photo provided to
  2. Our 30-day warranty return/exchange policy covers the following reasons:
    You have selected the wrong size.
    Due to personal reasons such as change of mind, personal preference, etc.

Return Service Procedure
Step 1: If you are not satisfied with the product you received, please contact our customer service representative at [email protected] first for assistance in confirmation.
Step 2: Put the item in the package and tape it closed, print our return label.
Step 3: Send your package to your local post office.
Step 4: After receiving your express package order, we will process a replacement for you or refund to your account within 24 hours.
We will email you when your return or exchange has been processed.

Refund Time:
Within 24 hours from the date we confirm receipt of your return, we will process the refund through PayPal and refund it to the bank card you paid for according to your PayPal payment route. According to our experience, it can be refunded to your payment bank card within 2 days.
If your refund is not returned within 2 days, please contact our customer service representative email:
qimao20[email protected], we will assist you to confirm the refund progress.

Shipping will be responsible for refunding the shipping cost of pet products, and you will receive a refund equal to the amount you paid.
This is one of the services that promises as a pet supplies sales website, please trust us, you don’t need to pay the return shipping fee.

Depending on where you live, the time it takes for your replacement product to reach you may vary.

For parcel errors caused by incorrect customer information, fully accepts to assist customers to change their address information, please contact our customer service email [email protected] and we will change your parcel acceptance information after we receive your new address from your contact.
You only need to delay the receipt of your package for the resulting delay. However, you can be sure that the goods will not be lost.

For other questions, please contact us:
our working hours, Monday-Friday, 9:00am to 6:00pm EST

Company name:AO CHEN CO.,LIMITED
Company address:FLAT 1512,15/F, LUCKY CENTRE. NO.165-171 WAN CHAI ROAD WAN CHAI, Hong Kong
Contact: Mr. Gao Yuan
Contact email: [email protected]
Tel: +86 130-8581-1777