Shipping & Returns

GENERAL TERMS & POLICY

Thank you for shopping at Luv Your Dogs. We appreciate your business and strive to deliver the best possible experience. Below are the terms and conditions that constitute our Shipping and Returns Policy.

Luv Your Dogs reserves the right to update the rules when necessary, and the updated version will be published on www.luvyourdogs.com with immediate effect. If you do not accept the policy, do not use the services provided by Luv Your Dogs. All customers are deemed to have accepted the rules if they are using the services provided by Luv Your Dogs. Luv Your Dogs' policy shall prevail.

The terms “you” and “your” refer to the customer(s).

The terms “we” and “us” refer to Luv Your Dogs.

SHIPPING POLICY

Luv Your Dogs is an online retailer. We do not manufacture, warehouse, or ship products ourselves; all orders are fulfilled and shipped on our behalf by third-party suppliers and shipping carriers, and all returns will be shipped to the third-party suppliers.

Geographic Coverage

Luv Your Dogs ships exclusively to addresses within the continental United States. 

International Shipping: We do not offer international shipping at this time.

Processing & Fulfillments

Processing Time: All orders are processed within one to three (1-3) business days (excluding weekends and U.S. holidays).

Order Confirmation: After placing an order, you will receive an order confirmation email. Once your order has shipped, you will receive a shipping confirmation email with tracking information. Please allow up to 24 hours for the tracking status to update on the shipper’s system.

Delays: If we experience a high volume of orders or carrier delays, shipments may be delayed. Please allow additional transit days for delivery.

Incorrect Addresses & Undeliverable Packages

Please verify that your shipping name and address are accurate and complete before completing checkout. We are not responsible for orders which are returned as undeliverable or which are delivered to incorrect, incomplete, or outdated names and/or addresses due to the information provided by the customer.

If a package is returned to Luv Your Dogs' supplier as undeliverable due to an incorrect, incomplete and/or outdated names and/or address or due to obstructions to delivery which are the responsibility of the customer (e.g., locked gates, unrestrained animals, failure to be present when a signature is required), the customer will be responsible for reshipment costs.

If the customer provides an incorrect, outdated and/or incomplete shipping name and/or address, the customer must immediately contact Luv Your Dogs via Contact Us to provide the correct information. However, if the order has already shipped, it is the customer's responsibility to contact the shipping company with the correct information.

If the package is not delivered or has been delivered to the wrong address due to the customer’s error, Luv Your Dogs has no obligation to refund or resend the order.

Invalid Tracking Information

If Luv Your Dogs verifies the tracking number it provided to the customer is wrong, and Luv Your Dogs fails to provide the customer with the correct one within five (5) business days, Luv Your Dogs will refund the order. However, if the tracking information shows the product was delivered to the correct address, Luv Your Dogs will not issue a refund. 

Shipping Delays 

If the customer has not received the order, and the tracking information on the shipper’s website has not been updated for more than ten (10) days, the customer must contact Luv Your Dogs via Contact Us. Luv Your Dogs will work with the customer to resolve the issue with the shipper.  

If, after working with the shipper and/or supplier, the order cannot be located or the issue otherwise cannot be resolved, Luv Your Dogs may, at its discretion, either issue a refund or send a replacement order within ten (10) business days of making that determination.

Order Delays

An order is considered delayed if, after forty-five (45) days following the order’s departure from the supplier’s warehouse, the tracking information from the shipper is lacking, or the information states the order is in transit, pending, or expired. Luv Your Dogs will work with the customer to resolve the issue with the shipper and/or supplier. 

If, after working with the shipper and/or supplier, the order cannot be located or the issue otherwise cannot be resolved, Luv Your Dogs may, at its discretion, either issue a refund or send a replacement order within ten (10) business days of making that determination.

Shipping Method Limits  

Some shipping methods are not trackable once the order arrives at certain states, or cities. Luv Your Dogs will not accept any disputes relating to those shipping methods which include, but are not limited to:   PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.

Force Majeure/Acts of God

Luv Your Dogs takes no responsibility for any product damage or shipping delay caused by any force majeure/Act of God, including but not limited to: epidemics, COVID-19, weather, war, international disputes, customs inspections, border control issues, strikes, earthquakes and/or floods. However, Luv Your Dogs will notify you of any such known damage or delay.

If the customer has experienced product damage or shipping delay due to force majeure/Act of God, the customer shall notify Luv Your Dogs via Contact Us.

ORDER CANCELATION

Before an order is shipped out, the customer has the right to apply to cancel the order by contacting Luv Your Dogs via Contact Us. Once an order is shipped, it cannot be cancelled.

If, after five business days after the shipper’s website shows the label has been created, and there is no tracking update, the customer may cancel the order and request a refund.

If Luv Your Dogs cannot fulfill the customer's order within three (3) business days, Luv Your Dogs reserves the right to cancel and refund the order.

REFUND, EXCHANGE, AND REPLACEMENT POLICY

We want you to love your purchase! If you are not completely satisfied with your order, we are here to help.

Procedure For Requesting a Refund, Exchange, Or Replacement

All requests for a refund, exchange, or replacement must be submitted within ten (10) days of the delivery of the product as indicated by the shipper’s tracking number from the shipping label.

All requests for refunds, replacements, or exchanges must be submitted via Contact Us.

All requests for a refund, exchange, or replacement must be accompanied by documentation of the issue with the product (e.g., photographic and/or video evidence of your complaint about the product). The documentation must be sent at the same time as the complaint and via Contact Us. The documentation must clearly depict your complaint about the product.

Luv Your Dogs has sole discretion to determine the validity of your complaint and the sufficiency of your evidence. 

Luv Your Dogs will notify you via email of its decision to approve or deny your request within five (5) business days of receipt of the complaint.  At the sole discretion of Luv Your Dogs, this period may be extended if additional documentation is needed.

If Luv Your Dogs requires you to return the original product, the refund, exchange, or replacement will not be initiated until the tracking number for the return shipment shows the package as in transit on the shipper's website.  

Return Eligibility Requirements

To be eligible for a return, your item must meet the following criteria:

Unused, unworn, and in the same condition that you received it.

In its original packaging, with all tags, labels, and accessories attached.

Accompanied by a valid receipt or proof of purchase.

Non-Returnable / Final Sale Items

Certain items cannot be returned or exchanged. These include:

Gift cards.

Final sale or clearance items.

Personalized items.

Items described as non-returnable in the product description.

Non-Defective Remorse Returns

Luv Your Dogs reserves the right to accept or decline requests for "non-defective remorse returns,” i.e., returns requested because the customer has decided he or she no longer wants the item.

If Luv Your Dogs accepts the request for "non-defective remorse returns,” Luv Your Dogs will charge a return processing fee, not to exceed 35% of the total order price. 

Return Shipping Costs

Damaged, defective, or incorrect items: If your item arrived damaged, is defective, or we sent you the wrong product, Luv Your Dogs will cover the return shipping costs or provide a prepaid return label.

Other Returns: For other returns, (e.g., “Non-defective remorse returns”) the customer is responsible for return shipping costs in addition to the return processing fee noted above.

Return Destination

Because Luv Your Dogs does not maintain its own warehouse or inventory, all returns must be shipped to the return address specified on the prepaid label or return instructions provided by Luv Your Dogs, which may be the address of our supplier or fulfillment partner rather than Luv Your Dogs directly. Do not return products to any other address without first contacting Luv Your Dogs via Contact Us.

GOODS RETURNED IN TRANSIT

If the package is returned to Luv Your Dogs’ supplier during transit for any reason, and the customer applies for a refund, Luv Your Dogs shall issue the refund within five (5) business days of receipt of the refund request. 

If the customer requests redelivery, Luv Your Dogs shall process the request within five (5) business days of the receipt of the request date. 

GOODS DESTROYED IN TRANSIT

If the product ordered is destroyed in transit (as defined by the shipping company), and the customer has proof from the shipping company (i.e., an email from the shipper or a screenshot from the shipper’s website confirming that the product was destroyed), Luv Your Dogs will refund the order within five (5) business days of customer's refund request, or initiate redelivery within five (5) business days of the request. To request a refund or redelivery, the customer must submit the request via Contact Us and include the proof received from the shipping company. If the customer has already made a complaint to the shipper, the customer must submit a copy of the e-mail or other written communication from the shipper acknowledging the complaint.   

Note:  The shipping company will define “destroyed in transit.”  The Luv Your Dogs policy regarding goods destroyed in transit is meant to apply to goods that are never received by the customer.  If the product is received, but is damaged, please refer to the Section entitled DAMAGED, DEFECTIVE, INCORRECT OR MISSING PRODUCTS 

ORDERS NOT RECEIVED

Luv Your Dogs will decline to refund or resend the order if the tracking information shows the order has been delivered.  Customers must contact the shipper to resolve the issue.

If your tracking number information indicates that your package was delivered, but you have not received it, Luv Your Dogs suggests you do the following:

Verify the delivery address entered on your order confirmation.

Check surrounding areas, mailboxes, or with neighbors/building management.

Wait 24 hours (occasionally carriers mark packages as delivered prematurely).

DAMAGED, DEFECTIVE, INCORRECT OR MISSING PRODUCTS

The customer must notify Luv Your Dogs of your complaint about the product within ten (10) days of the delivery of the product as indicated by the shipper’s tracking number from the shipping label.

The complaint about the product must be submitted via Contact Us.

The Complaint must be accompanied by documentation of the issue with the product (e.g., photographic and/or video evidence of your complaint about the product). The documentation must be sent at the same time as the complaint and via Contact Us. The documentation must clearly depict your complaint about the product.

Luv Your Dogs has sole discretion to determine the validity of your complaint and the sufficiency of your evidence. 

Luv Your Dogs will notify you via email of its decision to approve or deny your request within five (5) business days of receipt of the complaint.  At the sole discretion of Luv Your Dogs, this period may be extended if additional documentation is needed.

If Luv Your Dogs requires you to return the original product, the refund, exchange, or replacement will not be initiated until the tracking number for the return shipment shows the package as in transit on the shipper's website.  

Please read Luv Your Dogs' policy on Refunds, Exchanges, or Returns for additional information regarding the process as those terms are applicable to this section.  

Products Damaged

Luv Your Dogs will offer a full refund or a replacement if the product arrives damaged.  A damaged product is defined as a product which is not functional and/or cannot be used in the manner specified by the product’s description on the website.

Luv Your Dogs will offer a partial refund if the product arrives partially damaged.  Partially damaged is defined as damage which does not affect the functionality of the product, i.e., cosmetic damage.

If Luv Your Dogs accepts the claim and is offering a full refund or a replacement, the original product must be returned. Luv Your Dogs will pay return shipping costs or provide the customer with a prepaid return label.

If Luv Your Dogs requires you to return the original product, the refund, exchange, or replacement will not be initiated until the tracking number for the return shipment shows the package as in transit on the shipper's website.  

Please read Luv Your Dogs' policy on Refunds, Exchanges, or Returns for additional information regarding the process as those terms are applicable to this section.  

Incorrect, Incomplete Or Defective Products

Luv Your Dogs will process incorrect, defective, or missing products as follows:

a. For incorrect products, Luv Your Dogs offers a full refund or replacement. The customer must also return the original product. Luv Your Dogs will pay return shipping costs or provide a prepaid return shipping label. Please read Luv Your Dogs' policy on Refunds, Exchanges, or Returns for additional information regarding the process as those terms are applicable to this section. 

b. For products with the wrong color, size, etc., Luv Your Dogs offers a refund, or it will replace the product. The customer must also return the original product. Luv Your Dogs will pay return shipping costs or provide a prepaid return shipping label. Please read Luv Your Dogs' policy on Refunds, Exchanges, or Returns for additional information regarding the process as those terms are applicable to this section. 

c. For products that are incomplete and/or missing parts which do not affect product function, Luv Your Dogs may issue a partial refund or resend the missing part. For products that are missing parts which affect product function, Luv Your Dogs will either refund or resend the product. If Luv Your Dogs is issuing a refund or providing a replacement product, the customer must return the original product. Luv Your Dogs will pay the return shipping costs or provide a prepaid return shipping label. Please read Luv Your Dogs' policy on Refunds, Exchanges, or Returns for additional information regarding the process as those terms are applicable to this section. 

 d. For products which are defective: A defective product is defined as a product which is of poor quality, or which differs significantly from the product description on the website. Luv Your Dogs offers a full refund or replacement for a defective product. In addition, the customer must return the original product. Luv Your Dogs will pay return shipping costs or provide a prepaid return shipping label. Please read Luv Your Dogs' policy on Refunds, Exchanges, or Returns for additional information regarding the process as those terms are applicable to this section. 

Product Is The Wrong Size

Prior to ordering a product, the customer must read the size guidelines/size chart provided for the product, and you must correctly measure your dog. If you believe you have received the wrong size due to an incorrect product description, please provide a photo or video documenting your dog’s measurements. Luv Your Dogs will not issue any refund or replacement if the wrong size was sent due to customer error.   If Luv Your Dogs agrees to refund or replace the product, the customer must return the original product. Luv Your Dogs will pay return shipping costs or provide a prepaid return shipping label. Please read Luv Your Dogs' policy on Refunds, Exchanges, or Returns for additional information regarding the process as those terms are applicable to this section. 

DISPUTES

Deadline For Opening A Dispute

If a customer is unsatisfied with the resolution of an after-sale issue, the customers may open a dispute with Luv Your Dogs.

For disputes relating to shipping, the dispute cannot be resolved when tracking information from the shipper is unavailable or untraceable.

The customer must notify Luv You Dogs of the dispute, via Contact Us, within five (5) business days after Luv Your Dogs has notified the customer of its resolution of the issue.  The customer must provide any additional information or documentation at the same time.

Luv Your Dogs will notify the customer, via email, within five (5) business days of receipt of the dispute with its final decision.

Unacceptable Disputes

Luv Your Dogs shall not accept any unreasonable disputes, including but not limited to:

a. The customer does not like the product
 b. Products smell unusual.
 c. The customer ordered the wrong item.
 d. The customer provided Luv Your Dogs with an incorrect, outdated, or incomplete shipping name and/or address.

e. Tracking information for the product is no longer available on the shipper’s or shippers’ website.