Shipping & Returns

General Terms:

Happy Tails Wag reserves the right to update the rules when necessary, and the updated version will be published on www.happytailswag.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Happy Tails Wag immediately. All buyers are deemed to accept the rules if they are using the services provided by Happy Tails Wag.

For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date. The period of Return & Refund request filed exceeds, Happy Tails Wag reserves the right not to provide any after-sales service after that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in the buyer center, or by contacting customer service to cancel the order.

If Happy Tails Wag cannot fulfill the buyer's order within the order processing time indicated on Happy Tails Wag's product page, under the condition, but not limited to no stock or other conditions, Happy Tails Wag 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, Happy Tails Wag has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Happy Tails Wag should refund the buyer when the return shows as in transit on the logistic website with Happy Tails Wag's provided prepaid return label.

Happy Tails Wag is not required to accept after-sale request for "non-defective remorse returns", Happy Tails Wag has the right to accept or reject the request as his policy show as on Happy Tails Wag's product page.

If Happy Tails Wag accepts the after-sale request for the reason type of "non-defective remorse returns" and require deducting a "restocking & repacking fee", under Happy Tails Wag's policy restriction, the "restocking & repacking fee" in total Happy Tails Wag deducted shall not exceed 35% of order total price.

Happy Tails Wag shall not require warrantying, like whether to provide warranty or not, or the way of warranty handling with.

Happy Tails Wag shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on Happy Tails Wag's policy, agree on refund or redelivery between Happy Tails Wag and buyer, Happy Tails Wag 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 Happy Tails Wag. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Happy Tails Wag has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by Happy Tails Wag.

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).

Happy Tails Wag Rules: Return & Refund Type

For Unshipped Orders:

  The Return & Refund request is made after the stated processing time.  Happy Tails Wag will refund the order.

  The Return & Refund request is made within the stated processing time. The Happy Tails Wag has 3 business days to process the request after the buyer submits it.

  If Happy Tails Wag fails to process (accept or reject) the refund request within 3 business days, Happy Tails Wag 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.  Happy Tails Wag has 10 business days to process the request after the buyer submits it.

  If Happy Tails Wag fails to process (accept or reject) the refund request within 10 business days, Happy Tails Wag will refund the order.

2. Goods Returned in Transit

If the package is sent back to Happy Tails Wag during transit for any reason, and the buyer applies for a refund, Happy Tails Wag should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Happy Tails Wag would begin redelivery within 5 business days of the request date.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Happy Tails Wag will refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.

4. Wrong Receipt Information

If the buyer puts wrong receipt information on an order, the buyer should contact Happy Tails Wag via "Contact Us" or contact Happy Tails Wag customer service to request an update to the order with the correct receipt information.

Please note the receipt information correction or order cancellation are 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, Happy Tails Wag 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 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), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request, Happy Tails Wag should check the proof and give a response within 3 business days.

If the proof checked by Happy Tails Wag is not showing the problem clearly, the proof is invalid, and Happy Tails Wag has the right to reject the buyer's refund request.

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

If proof is valid, and buyer requests redelivery, Happy Tails Wag would redeliver within 5 business days of proof approval. Please note Happy Tails Wag have the right to refund order if the redelivery products have no stocks, or if the buyers are able to reorder products when the products are restocked.

6. Logistics Issues

6.1 Invalid tracking information

If Happy Tails Wag verifies the tracking number is wrong and fails to provide the correct one within 4 business days, Happy Tails Wag 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 label created showing on logistic website, and the buyer applies for a refund, Happy Tails Wag will require a refund order within 3 business days since buyer request.

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

6.3 Too-long of Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and Happy Tails Wag fails to provide any valid tracking updated info, the buyer may apply for a refund. Happy Tails Wag will require a refund order within 3 business days as buyer request.

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

7. Other

When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through urbanpawslife.com/contact-us or contact Happy Tails Wag account with the order "Contact Message" option to solve the goods or logistics issue.

Happy Tails Wag will try its best to assist buyers in these special circumstances in a timely manner. After notifying Happy Tails Wag, Buyers should expect a decision from Happy Tails Wag on these types of issues no later than two weeks.

8. Attention

If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Happy Tails Wag to help deal with the after-sale issues.