Wokeepet will make Refund, Resend, or Accept the Return for any of the following cases:
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired after 60 days counting from the date that order departed from our warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it is after 45 days counting from the date that order departed from our warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from our warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail to all counties, CJ will deal with your dispute for delayed orders after 100 days counting from the date that order departed from our warehouse.
d. For some special shipping methods, CJ cannot deal with your disputes. (See the following important interpretation)
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
2. Orders not Received.
Wokeepet will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If You do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary.
b. Tracking Information Alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient Address.
b) No Such Number.
c) Unknown recipient.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Wokeepet takes no responsibility if products have been lost.
b. We cannot offer refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.
3. Products Damaged.
Wokeepet offers a full refund or a replacement if packages arrived are badly damaged.
Wokeepet offers a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches etc.).
a. For damaged packing boxes, Wokeepet cannot offer any refunds or other after-sale services due to the long-distant international delivery.
b. For ordinary products, please contact us within 3 days after packages are delivered.
4. Incorrect or Missing Products.
Wokeepet has a strict quality control process before products are dispatched. we will deal with incorrect or missing products as follows:
a. For incorrect products, CJ offers a full refund or replacement.
b. For products with wrong color, size which doesn’t affect product function, etc., CJ offers refund or resend.
c. For parts missing which doesn’t affect product function, Wokeepet may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
For size problem, CJ will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation.
For orders cancellation, Wokeepet offers a full refund before products been processed by warehouses. But things may be different for following orders:
a. After payment, POD orders cannot be canceled as it is customized.