Frequently Asked Questions
Money Back Guarantee
1) I still have not received my order
Our customers receive their packages 99% of the time. Packages may get lost on some rare occasions. If you do not receive your shipment, please contact us at firstname.lastname@example.org and we will refund 110% of the purchased price.
2) I received a damaged item
If you received a damaged item, please contact us at email@example.com so that we can assist you. The time frame for returning faulty goods is 30 days after receiving it. Return shipping will be covered by us. If you contact us after the said 30 days time frame, we will not be responsible to refund/replace the goods for you.
3) The item is not damaged but I just don't like it
If you are not happy with an item and the item is not faulty, you can return it to us in its original condition (the condition in which it was sold) and original packaging no later than 30 days from the day the item was received by you. You will be responsible for the cost of returning the goods to us and we will issue you with a full refund (minus restocking fee of $8.99) within 7 days of receiving the returned goods.
Refunds are issued via the payment method that was used to purchase the goods. Prior to returning the item, please contact us at firstname.lastname@example.org and we will guide you through our returns process.
1) Where do you ship to and from?
We provide international shipping to most parts of the world, free of charge! We have fulfillment centers in the United States, China and Malaysia. Depending on where your shipping country is, our system will route your orders through our network of fulfillment centers and fulfill your order in the most effective and efficient way possible based on your shipping address and stock availability.
2) Do you provide tracking number?
Yes. We upload tracking number as soon as the item ships. You will receive a shipping confirmation email once we upload the tracking number into our system. Please also take note that if you have multiple items in your order, we may ship them separately due to different warehouse locations. In that case, we will upload tracking numbers for each item respectively.
3) Why can't I track my order using the tracking number provided?
Please note that the tracking information provided to you may sometimes only be tracked after 3-4 business days. This happens because the item is still being processed by the carrier and was not scanned and/or updated immediately in their system. If this happens, please track again at a later time.
4) How fast do you ship?
Orders typically ship within 3-4 business days of payment. (Weekends do not count as business days). We do our best to ship out as quickly as possible and will update you with tracking information as soon as it ships.
Please also take note that if you have multiple items in your order, we may ship them separately due to different warehouse locations. In that case, we will upload tracking numbers for each item respectively.
5) When will I receive my order?
Due to COVID-19, please expect 1-2 weeks delivery (US) and 2-3 weeks delivery (CA, UK & AU). Delivery times vary if you're outside these countries and may differ based on customs processing times. We thank you for your patience and understanding during this difficult times.
6) I have entered an incorrect address, help!
Please contact us within 5 hours if you need to change an incorrect address. We may not be able to change your shipping address once the 5 hour time frame has passed.
365 Days Warranty Terms and Conditions
Our 365 Days Warranty only applies to customers who purchase the warranty add-on during checkout. If you did not purchase the add-on, your order will only be subjected to our 30 Day Money Back Guarantee (Please see Money Back Guarantee section at the top of this page).
- The 365 Days Warranty covers replacement for manufacturing defects. It does not cover normal wear and tear, and damages arising from misuse by you or your dog.
- Warranty does not cover defective product as a result of any circumstances not involved in the manufacturing or faulty parts.
- Proof of purchase is necessary for all warranty claims.
- To submit warranty claim, kindly email us at email@example.com with the subject title "Warranty - Order Number #" and send us pictures of the defects.
- HarnessBuddy reserves the right to decline a warranty request.