Shipping & Returns

General Terms & Acceptance

• Policy Updates: K9 Items reserves the right to update this policy. The updated version, published on www.k9items.com, takes effect immediately. Continued use of K9 Items services implies acceptance of the current rules by all buyers and suppliers.
• Supplier Policies: Suppliers may publish their own Return & Refund policies on product detail pages. K9 Items’  policy prevails in case of conflict.

After-Sales Requests

• Filing a Request: Buyers must file a Return & Refund request within 25 days of the delivery date, unless K9 Items and the supplier agree on a different period. Requests filed after this deadline may be rejected by the supplier.
• Proof: Buyers must provide compelling evidence (e.g., photos/videos) for after-sales requests. K9 Items makes the final determination of evidence validity. Failure to provide compelling proof within the after-sales period may result in rejection of the request.

Order Cancellations

• Before Shipment: Buyers can request cancellation via the "request refund" button or K9 Items customer service. Suppliers must respond (accept or reject) within 3 business days. Note: Some supplier policies prohibit pre-shipment cancellations.
• Supplier Cancellation: If a supplier cannot fulfill an order (e.g., due to stock availability) within the stated processing time, they cancel the order and issue a refund.

Damaged, Defective, or Wrong Items

• Damaged/Broken Upon Receipt: If compelling evidence is provided and a return is required, the supplier must issue a prepaid return label within 3 business days. The refund will be processed once the return shipment shows as "in transit" on the logistics website.
• Defective Products (Package Breakage/Not as Described/Missing/Wrong/Quality Issues): Upon approval of valid proof, if a return is needed, the supplier provides a prepaid label within 3 business days, and refunds upon "in transit" status. If no return is needed, the supplier refunds within 3 business days of request approval. Redelivery must begin within 5 business days of proof approval. Suppliers may issue refunds if the redelivered stock is unavailable.

Remorse Returns (Non-Defective)

• K9 Items does not require suppliers to accept "non-defective remorse returns." Suppliers have the right to accept or reject based on their own policy, which K9 Items will abide by.
• If accepted, any deducted "restocking & repacking fee" shall not exceed 35% of the order's total price.

Processing Times & Refunds

• Maximum Refund Time: Once agreed, suppliers must issue refunds within 3 business days.
• Maximum Redelivery Time: Once agreed upon, suppliers must initiate redelivery within 5 business days.

Logistics Issues

• Invalid Tracking: If the tracking is confirmed incorrect and the supplier fails to provide the correct tracking number within 4 business days, K9 Items will refund the order.
• Untimely Tracking Updates: If no tracking update has been received for more than 7 business days (excluding special circumstances such as holidays/weather), the supplier must refund within 3 business days of the buyer's request.
• Excessive Shipping Time: If transit exceeds the estimated delivery window by 10 or more days without valid tracking updates, the supplier must refund the buyer within 3 business days of the buyer's request.
• Goods Returned/Destroyed in Transit: The supplier must refund within 3 business days or initiate redelivery within 5 business days of the buyer's request.

Wrong Receipt Information

• If you contact the supplier or K9 Items customer service immediately, but correction/cancellation is not guaranteed.
• If the order has shipped, the buyer must contact the logistics company.
• If delivered incorrectly, the buyer may return the goods at their own expense. If returned in good condition, the supplier will refund within 3 business days or redeliver within 5 business days (buyer covers redelivery fee). The buyer bears any costs if the order cannot be corrected or returned.

Dispute Resolution

• If unsatisfied with the initial after-sales solution, buyers are responsible for opening a dispute with K9 Items for resolution.