FAQ
I. Shipping and Orders
(1) Where do you ship to?
We have a strong logistics infrastructure and ship 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 is shipped, delivery time will vary depending on your location. Our standard estimated shipping times are:
10-15 days for the United States, Canada, Australia, New Zealand, the United Kingdom, France, Germany, Italy, and Spain.
15-25 days for other parts of Europe
7-10 days for Japan, South Korea, and Singapore
10 to 15 days for the Middle East
10 to 15 days for Southeast Asia
15 to 25 days for South America
Tip: For some countries or product weight, choose economic postal shipping, and the estimated shipping time is 20-30 days.
We will make every effort to deliver your package on time. However, we cannot guarantee an arrival date as there may be delays due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays, etc. Thank you very much for your patience.
To get the most accurate updates on your package's whereabouts, please check your tracking link after your order has been shipped.
(3) Do you ship to a PO Box or APO/FPO address?
Unfortunately, we are currently unable to ship 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.
(4) 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.
(5) 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.
(6) 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.
(7) 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 hope you and your pup love the items you ordered! If they don't fit perfectly, don't worry - we've made the return process very easy!
First, please make sure your return item meets the following criteria to be eligible for a refund or exchange:
Apparel Pet Bag Pet Bed Dog Shoes: Brand new, with tags intact and returned in original packaging. Must be free of odor and dog hair
Chains Leashes Collars: All our chains are wrapped in a protective layer to prevent scratches. Once the protective packaging is removed, we will no longer accept any returns
Pet Strollers: Brand new, returned in original packaging. Must be free of odor and dog hair
Then follow the information below to exchange or return your item.
(2) Exchanges
Send an email to wozhinixin2019@gmail.com within 30 days of the initial delivery date
All returned merchandise must be in new condition and inspected.
For additional exchanges, you will need to return your item at your own expense.
Once we receive your return, we will ship your exchange
(3) How long do I have to return or exchange an item?
You have 30 days from the date of delivery to return your item for an exchange or refund
(4) How long does it take to process my exchange or return?
Once we receive your returned item, we will process exchanges and returns within 2 to 3 business days.
For Exchanges:
Once we confirm that the item has been returned to our facility, we will process your exchange. We will keep in touch with you via email.
(5) For Refunds:
Your refund will be processed within 2 to 3 business days after the return arrives at our warehouse. Refunds will be refunded to your original method of payment.
(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, non-exchangeable, and non-refundable. 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 great factories in China with first-class craftsmen who do an amazing job! We are very careful to choose partners who share our values on product quality, safety, and fair wages.
(2) How can I find more information about the product?
Individual product pages contain a lot of useful information, including photos, features, care instructions, and size guides. 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 can I find the right size for my dog?
You can measure your dog and refer to our digital size guide, or directly check out our product main image reference guide to see our recommended size.
If you have any questions about specific sizes or need help with sizing, please contact us at wozhinixin2019@gmail.com
(2) What should I do if my dog is in between sizes?
If your size is in between two sizes, please choose the larger size. We also recommend that you prioritize chest measurement over neck and back measurements.
(1) Where do you ship to?
We have a strong logistics infrastructure and ship 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 is shipped, delivery time will vary depending on your location. Our standard estimated shipping times are:
10-15 days for the United States, Canada, Australia, New Zealand, the United Kingdom, France, Germany, Italy, and Spain.
15-25 days for other parts of Europe
7-10 days for Japan, South Korea, and Singapore
10 to 15 days for the Middle East
10 to 15 days for Southeast Asia
15 to 25 days for South America
Tip: For some countries or product weight, choose economic postal shipping, and the estimated shipping time is 20-30 days.
We will make every effort to deliver your package on time. However, we cannot guarantee an arrival date as there may be delays due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays, etc. Thank you very much for your patience.
To get the most accurate updates on your package's whereabouts, please check your tracking link after your order has been shipped.
(3) Do you ship to a PO Box or APO/FPO address?
Unfortunately, we are currently unable to ship 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.
(4) 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.
(5) 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.
(6) 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.
(7) 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 hope you and your pup love the items you ordered! If they don't fit perfectly, don't worry - we've made the return process very easy!
First, please make sure your return item meets the following criteria to be eligible for a refund or exchange:
Apparel Pet Bag Pet Bed Dog Shoes: Brand new, with tags intact and returned in original packaging. Must be free of odor and dog hair
Chains Leashes Collars: All our chains are wrapped in a protective layer to prevent scratches. Once the protective packaging is removed, we will no longer accept any returns
Pet Strollers: Brand new, returned in original packaging. Must be free of odor and dog hair
Then follow the information below to exchange or return your item.
(2) Exchanges
Send an email to wozhinixin2019@gmail.com within 30 days of the initial delivery date
All returned merchandise must be in new condition and inspected.
For additional exchanges, you will need to return your item at your own expense.
Once we receive your return, we will ship your exchange
(3) How long do I have to return or exchange an item?
You have 30 days from the date of delivery to return your item for an exchange or refund
(4) How long does it take to process my exchange or return?
Once we receive your returned item, we will process exchanges and returns within 2 to 3 business days.
For Exchanges:
Once we confirm that the item has been returned to our facility, we will process your exchange. We will keep in touch with you via email.
(5) For Refunds:
Your refund will be processed within 2 to 3 business days after the return arrives at our warehouse. Refunds will be refunded to your original method of payment.
(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, non-exchangeable, and non-refundable. 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 great factories in China with first-class craftsmen who do an amazing job! We are very careful to choose partners who share our values on product quality, safety, and fair wages.
(2) How can I find more information about the product?
Individual product pages contain a lot of useful information, including photos, features, care instructions, and size guides. 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 can I find the right size for my dog?
You can measure your dog and refer to our digital size guide, or directly check out our product main image reference guide to see our recommended size.
If you have any questions about specific sizes or need help with sizing, please contact us at wozhinixin2019@gmail.com
(2) What should I do if my dog is in between sizes?
If your size is in between two sizes, please choose the larger size. We also recommend that you prioritize chest measurement over neck and back measurements.