Happy Dog World reserves the right to update these rules when necessary, and the updated version will be published on www.happydogworld.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of Happy Dog World’s services immediately. All buyers and suppliers are considered to have accepted the rules if they use Happy Dog World's services. Suppliers must publish their own Return & Refund Policy on each product detail page. In the event of a conflict between a supplier’s policy and Happy Dog World’s policy, Happy Dog World’s policy shall prevail.
For after-sales issues, buyers must file a return and refund request within 30 days of the delivery date (except for suppliers whose after-sales period has been otherwise agreed upon by Happy Dog World). If the Return & Refund request exceeds 30 days of delivery date, the supplier reserves the right not to provide any after-sales service.
Before an order is shipped, the buyer may cancel the order by clicking “Request Refund” in the Happy Dog World Buyer Center or by contacting Happy Dog World customer service. Please note that some supplier policies do not accept order cancellations before shipment. The supplier will accept or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the stated processing time indicated on Happy Dog World's product page—due to lack of stock or any other reason—the supplier has the right to cancel and refund the order.
If the buyer receives goods that are damaged or broken and applies for a refund whilst providing compelling evidence, and the goods need to be returned, the supplier holds the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier will only refund the buyer once the return shows as “in transit” on the logistics website.
Happy Dog World does not require suppliers to accept post-sale “non-defective remorse returns.” Suppliers have the right to approve or reject such requests according to their stated policies. Happy Dog World will defer to the supplier’s policy in these cases.
If the supplier accepts a “non-defective remorse return” and charges a restocking/repacking fee, Happy Dog World limits the fee to no more than 35% of the order total.
Happy Dog World does not require suppliers to offer warranties. Warranty availability and handling are at the supplier’s discretion.
Refund and redelivery timelines are as follows: if a refund or redelivery is approved under either the supplier’s policy or Happy Dog World’s policy, suppliers must issue refunds within 3 business days or begin redelivery within 5 business days.
Once the buyer submits an after-sales request, they must provide evidence as required. If the buyer fails to provide compelling evidence within the policy period, the supplier or Happy Dog World has the right to reject the request.
Whether the evidence is compelling or not will ultimately be determined by Happy Dog World.
Under Various Circumstances:
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).
| Return & Refund Type | Happy Dog World Rules | ||
| For Unshipped Orders | Request made after the stated processing time | Happy Dog World will refund the order. | |
| Request made within the stated processing time | The supplier has 3 business days to accept or reject the request. If they fail to do so, Happy Dog World will refund the order. | ||
| For Shipped Orders | Request is made after the order has shipped. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, Happy Dog World will refund the order. | |
If a package is returned to the supplier during transit for any reason and the buyer requests a refund, the supplier must refund within 3 business days.
If the buyer requests redelivery, the supplier must begin redelivery within 5 business days.
If the package is destroyed in transit and the buyer provides proof (e.g., a logistics website screenshot), the supplier must refund within 3 business days of refund request submission or begin redelivery within 5 business days of refund request submission.
If the buyer enters incorrect address or receipt information, they must contact the supplier via Contact Seller or contact Happy Dog World customer service to request a correction.
Receipt corrections or cancellations are not guaranteed.
If the order has shipped, it is the buyer’s responsibility to contact the logistics company.
If the goods are delivered to the wrong address, the buyer may return them at their own expense. If returned in good condition, the supplier must refund within 3 business days or begin redelivery within 5 business days, though the buyer is responsible for any new shipping charges.
If the order cannot be corrected or returned, the buyer bears the loss.
(package damage, significantly not as described, missing/wrong items, quality issues)
Buyers must provide valid proof (photos/videos clearly showing the issue). After the request is filed through Happy Dog World, the supplier must review and respond within 3 business days.
If the evidence does not clearly show the issue, the supplier or Happy Dog World may reject the request.
If the evidence is valid:
If return is required: supplier must provide a prepaid return label within 3 business days and refund once the package shows as “in transit.”
If return is not required: supplier must refund within 3 business days.
For redelivery: supplier must ship replacement goods within 5 business days, unless out of stock.
6.1 Invalid tracking information
If Happy Dog World verifies the tracking number is incorrect and the supplier does not provide a valid one within 4 business days, Happy Dog World will refund the order.
6.2 Untimely Tracking Info Updates
If there is no tracking update for 7+ business days after label creation and the buyer requests a refund, the supplier must refund within 3 business days.
Not applicable during holidays, severe weather, COVID-19, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10+ days and the supplier cannot provide updated tracking, the buyer may request a refund. The supplier must refund within 3 business days.
Not applicable during holidays, severe weather, COVID-19, or other abnormal situations.
During holidays, severe weather, COVID-19, or similar disruptions, buyers should contact Happy Dog World or the supplier through their account’s message center. Happy Dog World will assist to the best of its ability, and buyers can expect a decision within two weeks after notifying Happy Dog World.
If buyers are dissatisfied with the supplier’s resolution, they are responsible for opening a dispute with Happy Dog World for further review.
