Customer Service

1. Service Purpose and Scope of Application​

We are committed to “protecting consumer rights and addressing practical needs” as our core mission. We provide comprehensive customer service support to users who purchase pet products through ShinyFur’s cross-border independent website (www.shinyfur.com) with delivery addresses in the United States, the United Kingdom, and other English-speaking countries/regions. Our service covers the entire order lifecycle and strictly complies with the EU Consumer Rights Directive (2011/83/EU), Google Platform Service Standards, and data security requirements to ensure transparent, efficient, and compliant services.​

2. Core Service Scope​

1. Order-Related Inquiries​

• Pre-purchase: Assist with checking product inventory, specification parameters (e.g., pet bed size compatibility, pet food ingredient details), shipping timelines (estimated delivery times by region), and payment method guidelines (e.g., 3D Secure password verification process, Cash on Delivery applicability);​

• In-purchase: Track logistics progress in real time (provide logistics provider official website links and query tips), assist with resolving payment failures (e.g., verification and status updates for “payment deducted but order pending payment”), and modify delivery addresses (only allowed within 24 hours before shipment);​

• Post-purchase: Answer questions about post-order invoice downloads (operation steps in the “My Orders” page) and member points crediting (automatically added within 24 hours of successful transactions). It does not include pet health diagnosis after product use (professional veterinarians are recommended for such needs).​

2. Return/Exchange and Refund Support​

• Guide return/exchange applications: Assist with filling out application information, uploading supporting materials (e.g., photo/video requirements for defective products), and explaining refund calculation rules (e.g., basis for deducting 8% handling fee for personal reason returns);​

• Track processing progress: Proactively update progress at each stage of “application submission – review – return shipment – inspection – refund” (review results notified within 2 working days, refunds processed within 3-7 days after successful inspection). In case of abnormalities (e.g., lost logistics packages, inspection disputes), coordinate with logistics providers or internal teams to resolve issues as a priority;​

• Assist with special cases: If return/exchange applications are delayed due to international logistics delays, guide users to provide a “logistics delay certificate” and apply for an extension. Urgent processing of return/exchange applications without valid reasons (e.g., “urgent personal refund” that does not meet policy requirements) is not supported.​

3. Product Issue Feedback​

• Defective product handling: Upon receiving feedback about “damaged products or functional abnormalities,” confirm the issue type (whether it falls within the warranty scope) within 24 hours. Users are required to provide “order number + close-up of defective part + full product image” materials. After approval, arrange refunds or replacements in accordance with policies;​

• Information correction support: If there is incorrect information on product detail pages (e.g., specification deviations, wrong shelf life labels), update the page immediately after verification and proactively contact users who have placed orders to explain. Provide two solutions: “order cancellation” or “5% order amount coupon as compensation”;​

• Compliance consultation: Explain international standards that products comply with (e.g., U.S. FDA pet food certification, UK FSA safety testing) and provide access to relevant certification documents. We do not take responsibility for issues caused by users “not using products as instructed” (e.g., pets damaging non-chew-resistant toys).​

4. Privacy and Security Assistance​

• Information query and modification: Assist users in viewing personal information (name, address, contact details) in “Account Settings” and process “information deletion requests” in accordance with GDPR requirements (requests can be made 30 days after order completion, with necessary transaction records retained for compliance filing);​

• Security issue response: If users report account abnormalities (e.g., unauthorized login, unknown orders), immediately freeze account operation permissions and verify the situation (e.g., check login IP, payment records) within 24 hours. After eliminating risks, assist in restoring the account. We do not take responsibility for security issues caused by users “leaking personal passwords.”​

3. Official Contact Information and Response Time​

Contact Method​	Service Hours (China Time)​	Response Time​	Applicable Scenarios​
Email: admin@shinyfur.com​	24/7​	Response within 24 hours​	Complex issues (needing attachments, e.g., return materials, account abnormality screenshots)​
Phone: +8613770407616​	9:00-18:00​	Answer within 30 minutes during service hours​	Urgent issues (e.g., order cancellation, lost logistics packages requiring immediate communication)​
WhatsApp: +8613770407616​	9:00-18:00​	Response within 1 hour during service hours​	Convenient inquiries (e.g., inventory checks, refund progress tracking)​

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Note: Phone/WhatsApp inquiries submitted outside service hours will be prioritized the next working day. Response time is extended to 48 hours during major holidays (e.g., Chinese Spring Festival, U.S. Thanksgiving), with adjustment notices posted on the website homepage in advance.​

4. Service Responsibilities and Disclaimer​

1. Responsibility Boundaries​

• We only take responsibility for services related to “requests submitted through official channels and meeting policy requirements.” Inquiries from third-party platforms (e.g., social media private messages) or non-registered users will be redirected to official channels for processing;​

• “Pet care advice” provided by customer service (e.g., “a certain food is suitable for senior dogs”) is based solely on product descriptions and does not constitute professional veterinary diagnosis. Users must make judgments based on their pets’ actual health conditions. We do not take responsibility for pet health issues caused by following such advice.​

2. Disclaimer Scenarios​

• In case of force majeure (e.g., logistics disruptions due to natural disasters, international network failures) that prevent service provision, we will post notices on the website promptly and prioritize handling backlogged requests after service restoration. We do not take responsibility for “service delay” compensation;​

• If users provide false information (e.g., forging logistics delay certificates, concealing product usage) leading to service misjudgment, we have the right to terminate services and handle the matter in accordance with policies (e.g., refusing future return/exchange applications). Service costs incurred (e.g., logistics coordination fees) shall be borne by the user.​

3. Complaints and Feedback​

If you are dissatisfied with customer service (e.g., delayed responses, unreasonable handling results), send an email to admin@shinyfur.com marked “Customer Service Complaint + Order Number.” We will arrange for a dedicated person to review the case within 3 working days and provide a final solution to ensure fair handling of user demands.