The following terms and conditions apply to all orders placed on our website.

1. ORDER ADJUSTMENT/CANCELLATION

1.1. Within 06 hours of placing an order, you can change some of the order's details by contacting us.

You may change the color and/or size of an ordered item as long as the final price remains unchanged.
If you cancel some products, your order may no longer be eligible for the promotion.

1.2. If you cancel your order within 06 hours of placing it, you will be held responsible for the payment fee (if incurred), which is non-refundable.

1.3. Cancellation beyond 06 hours after placing an order is not allowed. In case there is any inaccurate or insufficient information, such as an incorrect or inadequate address which prevents us from processing and/or delivering the order, we will notify you via your registered email. If we don't hear from you within the specified time, we may need to cancel the order and refund the remaining amount (if any) after deducting all incurred costs of processing and shipping the product(s), depending on the order's state.

2. REPLACEMENT & REFUND

2.1. Replacement or refund conditions (if applicable):

Your order is not successfully delivered after 45 business days and no later than 60 business days from the order placement date for Standard shipping and Premium shipping, or after 60 business days and no later than 90 business days for Eco shipping.
Your order has an issue with inadequate quality. Please be aware that any quality-related claims must be made within 14 days of the date indicated on the tracking information for the package.

2.2. To assist us in resolving product-related issues promptly, the complaint should be accompanied by complete and clear proof, as specified below:

An unboxing video when you receive the package
Photo(s) of quality issues and any damaged parts of the actual product received;
Photo(s) of the incorrect item received (in case the item delivered is incorrect in terms of color/design/size compared to the order confirmation); - Photo(s) of the size label and the entire item when measured with a ruler (in case of size is inconsistent with measurements stipulated in the size chart);
Photo(s) of the original shipping label of the product received.

2.3. After we confirm through email that you are qualified for a refund or replacement, we will process your refund/replacement within 07 business days of confirmation.

You should receive the tracking number for your replacement product(s) within 7-10 business days after confirmation.
You should receive your refund within 3-5 business days of confirmation. Kindly note that your payment provider determines when your refund will be credited to your payment account.

3. DISCLAIMER

3.1. You must provide all information and/or documentation related to your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if fraudulent activity is detected, or to refuse support if you do not sufficiently provide complete or accurate information and documents in accordance with our refund policy.

3.2. We will not be liable for any loss or shipment delivery failure caused by the recipient's absence, an incorrect or insufficient address, package refusal, or theft of goods after delivery.

3.3. We will not accept responsibility for any claim resulting from user error, such as wrong size, design, or color selection.

3.4. Bulky and oversized product packaging must adhere to the carrier's standard criteria. As a result, when the products are folded when packaged, they may have creases. Please note that this is not a product flaw. To prevent wrinkles and creases, spread the product flat for 3-5 days.

Boston Dog Underwear

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