Shipping Information
Our shipping fee policy is as follows: For orders under $100, a flat shipping fee of $3 applies. For orders over $100, or if you have a coupon/coupon code provided by our site, the shipping fee will be waived.
Our estimated delivery time varies by the destination region, and the details are as follows:
- United States: After the order is confirmed and shipped, delivery is estimated to take 3-7 business days (excluding 1-2 business days of order processing time; remote areas such as Alaska and Hawaii may have a 1-2 business day delay);
- United Kingdom: After the order is shipped, delivery is estimated to take 5-10 business days (excluding 1-2 business days of order processing time; some remote areas in Scotland may require an additional 1-2 business days);
- Other English-speaking countries: Depending on the logistics efficiency of the specific country, delivery is estimated to take 7-15 business days. A tracking number will be sent to your reserved email after the order is shipped, and you can check the real-time progress on the official website of the corresponding logistics provider (e.g., DHL, FedEx).
If delivery is delayed due to force majeure (such as customs clearance delays, natural disasters, or tight logistics capacity during peak seasons), we will promptly inform you of the latest progress via email or SMS. You can also inquire about details through our customer service email (admin@shinyfur.com), customer service phone (+8613770407616), or WhatsApp (same number as the phone).
1. When Order Tracking Becomes Available
You can start tracking your order once its status is updated to “Shipped” (logistics information will be synced to the system within 1-2 hours after shipment). If the order still shows “Processing” or “Awaiting Payment”, no tracking number has been generated yet, so tracking is not possible. Please wait for the system update (orders are usually shipped within 1-2 business days after payment).
2. 3 Ways to Track Your Order
- Track via Your Account (Recommended)
Log in to your ShinyFur account, go to the “My Orders” page, find the order you want to track, and click “Logistics Details”. You can view real-time logistics status (e.g., “Package has left the China warehouse”, “Under customs clearance in the US”, “Out for delivery”), estimated delivery time, and the name of the logistics provider (e.g., DHL, FedEx).
- Track via Email
After your order is shipped, the system will automatically send a “Shipment Notification Email” to your registered email (e.g., xxx@xx.com). The email contains a unique tracking number and a tracking link. Click the link to be redirected to the official website of the corresponding logistics provider, where you can check the logistics trajectory directly.
- Track Manually via the Logistics Provider’s Official Website
If you can’t find the email or have trouble logging into your account, note down the tracking number from your order (usually a 10-20 character combination of letters and numbers, e.g., “DHL1234567890US”). Open the logistics provider’s official website (e.g., DHL: www.dhl.com, FedEx: www.fedex.com), enter the tracking number in the “Track” section, and you can check the progress.
3. Handling Tracking Issues
If you encounter issues like “No update on tracking information” or “Invalid tracking number”, first check these 2 points: ① Whether you’re checking within 1-2 hours after shipment (logistics information takes time to sync); ② Whether the tracking number is entered correctly (avoid extra/missing characters). If the problem persists, contact us via customer service email (admin@shinyfur.com), customer service phone (+8613770407616), or WhatsApp (same as the phone number). Provide your order number (e.g., #SF20240501001), and we will help verify the logistics status.
1. When Customs and Import Charges Apply
Whether your parcel incurs customs duty, import VAT, or other related charges depends primarily on the customs policies of your country/region and the declared value of the parcel. The specific rules are as follows:
- United States: According to U.S. Customs regulations, personal use parcels with a declared value below
800(excluding
800) are generally exempt from customs duty. If the declared value exceeds $800, customs duty will be levied based on the corresponding product category (the duty rate for pet products is usually 2%-5%, subject to the latest U.S. Customs policies), and no import VAT is required.
- United Kingdom: UK Customs exempts parcels with a declared value below £135 from customs duty, but a 20% import VAT applies. For parcels with a declared value exceeding £135, both customs duty (approximately 3%-6% for pet products) and 20% import VAT are required, and these charges must be paid during parcel clearance.
- Other English-Speaking Countries: The duty-free threshold and tax rates vary significantly by country (e.g.,
1,000AUDforAustralia,
20 CAD for Canada). Customs and import taxes are usually calculated based on the parcel’s declared value and product type. For details, please refer to the official website of the local customs authority.
2. Charge Bearer and Payment Methods
- Bearer of Charges: Customs and import charges are borne by the recipient (i.e., you). The Site only declares the parcel value truthfully based on the actual order amount and does not include such charges (unless the Site has a clear “tax-included promotion,” which will be specifically marked on the product detail page or promotion rules).
- Payment Methods: There are usually two payment scenarios: ① During parcel clearance, the logistics provider (e.g., DHL, FedEx) will notify you of the payment via email or SMS. You can pay online via credit card or PayPal, or pay in person when receiving the parcel; ② Some countries support “advance payment.” You can proactively pay the relevant charges when checking the parcel clearance progress on the logistics provider’s official website to avoid parcel detention at customs.
3. How to Estimate Charges in Advance (Optional)
If you want to estimate the charges in advance, you can use the following methods:
- Visit the “duty calculator” tool on the official website of your local customs authority (e.g., U.S. CBP website, UK HMRC website), enter the product category (pet food/toys/clothing), declared value, and quantity to get the estimated tax rate and charges;
- Contact the Site’s customer service (email: admin@shinyfur.com, phone: +8613770407616/WhatsApp same number), provide your delivery country and order product details, and we can assist in providing the product HS code (Harmonized System Code) to facilitate your accurate query.
1. We Offer International Shipping
Yes, our cross-border independent site provides international shipping, which currently covers multiple English-speaking countries and regions worldwide. The core shipping areas include:
- North America: United States (including overseas territories such as Alaska and Hawaii), Canada;
- Europe & Oceania: United Kingdom (England, Scotland, Wales, Northern Ireland), Ireland, Australia, New Zealand;
- Other Supported Regions: Singapore, Malaysia (Southeast Asian countries with extensive English usage).
If your delivery address is not in the above list, you can inquire via our customer service email (admin@shinyfur.com) or WhatsApp (+8613770407616). We will assess whether shipping is available based on the coverage of our logistics providers.
2. International Shipping Rules
- Shipping Fees: We follow a unified fee standard — for orders under
100,afixedshippingfeeof
3 applies; for orders over $100, or if you use a free shipping coupon/coupon code provided by our site, the international shipping fee will be waived (no additional customs duties or clearance fees are charged; such fees shall be borne by the recipient in accordance with local customs policies).
- Shipping Time: Delivery time varies by region. For major cities in the US and UK (e.g., New York, Los Angeles, London, Manchester), the shipping time is 3-10 business days; for remote areas (e.g., Alaska in the US, Scottish Highlands in the UK), an additional 2-3 business days are required. The specific progress is subject to real-time tracking via the logistics tracking number.
- Shipping Restrictions: Due to customs policies and logistics safety regulations, some pet products do not support international shipping, including: ① Pet cleaning products containing liquids (e.g., pet shampoo over 500ml); ② Refrigerated pet fresh food (e.g., frozen pet jerky). Such products will be clearly marked “Local Shipping Only” on the product detail page; please check the product description before placing an order.
3. Notes for International Shipping Orders
- Address Filling: Fill in the delivery address accurately in English (e.g., “123 Main Street, New York, NY 10001, USA”), including the complete street name, city, state/county, postal code, and contact phone number. This avoids package return or delay due to incorrect address information.
- Customs Clearance Assistance: International shipping requires customs clearance in the destination country. We will provide a complete commercial invoice (including product name, quantity, declared value). If customs requires additional documents, you can contact customer service to obtain them, and we will assist in providing necessary files (e.g., product HS code, certificate of origin).
- Package Tracking: After the order is shipped, the system will send an email with the logistics tracking number. You can check the international shipping progress via “Account – My Orders – Logistics Details” or the official website of the logistics provider (e.g., DHL, FedEx) to track the package location in real time.
Payment Information
1. Accepted Payment Methods
To facilitate your purchase payment, our cross-border independent site supports the following secure payment methods, covering the common payment habits of customers in the United States, the United Kingdom, and other English-speaking countries:
- Credit Card Payment: Supports international general credit cards such as Visa, Mastercard, and American Express. When paying, you only need to enter the card number, expiration date, CVV security code (3-digit number on the back of the credit card), and cardholder name. The entire information transmission process uses SSL encryption technology to ensure payment security.
- PayPal Payment: If you have a PayPal account, you can select “PayPal Payment” and be redirected to the official PayPal website. After logging in to your account, you can directly choose the bound bank card or account balance to complete the payment, without re-entering bank card information, improving payment efficiency.
- Debit Card Payment: Supports international debit cards with Visa Debit or Mastercard Debit logos. The payment process is the same as that for credit cards. Please ensure that the balance or credit limit in the card is sufficient to cover the order amount (including product costs and possible shipping fees).
2. Payment Steps (Taking Website Order as an Example)
- Add Products to Cart: Browse pet products (such as dog food, cat toys), select specifications (such as size, flavor, quantity), and click “Add to Cart”. After confirming the product information is correct, click the cart icon to enter the “Checkout Page”.
- Fill in Shipping Information: On the checkout page, accurately fill in the shipping address (including country, state/county, city, street, postal code), contact name, and phone number. Ensure it matches the billing address of your payment card (some payment methods require billing address verification; a mismatch may cause payment failure).
- Select Payment Method: Check your preferred payment method (such as “Credit Card Payment” or “PayPal Payment”) in the “Payment Method” section. If you select a credit/debit card, enter the card information as prompted; if you select PayPal, click the “Redirect to PayPal” button.
- Confirm Order and Pay: Verify the order amount (total product price, shipping fee; free shipping for orders over $100), shipping information, and payment method. After confirmation, click “Submit Order and Pay” and wait for the system to redirect to the payment result page (both success and failure will show prompts).
- Obtain Payment Receipt: After successful payment, the system will automatically send an “Order Confirmation Email” to your registered email, including the order number, payment amount, payment time, etc., which can be kept as a payment receipt. At the same time, the order status in the “My Orders” page of your account will also be updated to “Paid” synchronously.
3. Common Payment Issues and Solutions
- What to do if payment fails?
If prompts such as “Payment Declined” or “Invalid Card Information” appear, first check: ① Whether the bank card balance/credit limit is sufficient; ② Whether the card number, expiration date, and CVV code are entered correctly; ③ Whether the billing address matches the address reserved with the bank. If the problem persists, you can change the payment method (e.g., switch from credit card to PayPal) or contact your card issuer to confirm if there are any payment restrictions.
- Didn’t receive the order confirmation email after payment?
First, check the “Spam” folder of your email (it may be misclassified). If you still can’t find it, log in to your account and check the order status in the “My Orders” page (if it shows “Paid”, the payment is successful). Or contact customer service (email: admin@shinyfur.com, phone: +8613770407616/WhatsApp same number), provide the payment time and amount, and we will help resend the confirmation email.
- Can I split payment with multiple cards?
Currently, the platform does not support split payment with multiple cards. It is recommended that you use one card with sufficient balance/limit to complete the payment at one time, or bind multiple cards to your PayPal account and select “Combined Payment” on the PayPal page (supported by some accounts).
1. Definition of Cash on Delivery (COD)
Cash on Delivery (COD) is a cross-border shopping payment method where you do not need to pay for the pet products (e.g., dog food, pet toys, clothing) online in advance. Instead, you pay the full product price (including product cost, excluding international shipping fee; shipping fee must be paid separately when placing the order) to the logistics delivery staff on the spot when you receive the purchased items. This method allows you to pay after inspecting the products, reducing the risk of “receiving items that do not match expectations”.
2. Scope of Application for COD
- Regional Restrictions: Currently, COD is only available in select regions of the United States (contiguous 48 states; Alaska, Hawaii, and U.S. territories are not supported) and the United Kingdom (most cities in England, Scotland, and Wales; Northern Ireland and remote islands are excluded). You can check if “Cash on Delivery” is displayed in the “Payment Method” option after entering your shipping address when placing an order;
- Product Restrictions: COD applies only to non-custom pet products (e.g., standard pet beds, bagged cat food) with a unit price ≤ $100 and weight ≤ 5kg. Custom products (e.g., engraved nameplates), heavy items (e.g., large pet crates), and perishable pet food (e.g., refrigerated pet treats) are not eligible;
- Order Amount Limit: The total amount of a single order must be ≤ $200 (if purchasing multiple items, ensure the total amount meets the requirement; otherwise, COD cannot be selected).
3. COD Operation Process
- Order Selection: Browse products on www.shinyfur.com and add to cart → Go to the checkout page, fill in the shipping address (must include house number) → Check “Cash on Delivery (COD)” in the “Payment Method” section → Pay the international shipping fee separately (supports credit card, PayPal) → Submit the order;
- Product Shipping: After the order is confirmed, we will arrange shipment within 1-2 business days. The tracking number will be sent to you via email, and you can check the shipping progress on the official website of the logistics provider (DHL/FedEx);
- Receive & Pay: The logistics staff will confirm the delivery time with you via SMS or phone in advance. After inspecting the products (check if the packaging is intact and the items match the order), you pay the full product price to the delivery staff in cash (only U.S. dollars/British pounds cash is accepted; checks and mobile payments are not supported);
- Order Completion: After successful payment, the delivery staff will provide you with a payment receipt. You can check the order status in “My Orders” on the site, which will be updated to “Paid – Completed”.
4. Notes for COD
- Payment Requirement: Prepare sufficient cash in the corresponding currency (U.S. dollars for the U.S., British pounds for the UK). The logistics staff do not provide change, so it is recommended to prepare small bills in advance;
- Inspection Responsibility: Inspect the product status on the spot (e.g., if there is damage, if the quantity is correct). If you find any issues, you can refuse to receive the goods and do not need to pay, and contact customer service immediately (email: admin@shinyfur.com, phone: +8613770407616) for handling. Once you confirm receipt and pay, it will be deemed that you accept the product status, and returns for “items not matching expectations” will not be supported afterward;
- Cancellation & Modification: For orders with COD selected, you need to apply for cancellation or modify the shipping address 24 hours before shipment; order information cannot be changed after shipment. If you refuse to receive goods multiple times without a valid reason, you will not be able to use the COD service in the future.
1. Definition and Function of 3D Secure Password
A 3D Secure password (full name: 3D Secure Authentication Password, abbreviated as 3D Secure password) is a security verification password for online credit/debit card payments. Launched jointly by international card organizations (e.g., Visa, Mastercard) and banks, its core function is to prevent unauthorized use of credit card information for non-personal payments. When you pay for pet product orders on our cross-border independent site (www.shinyfur.com) using a 3D Secure-enabled credit card (e.g., Visa Secure, Mastercard Identity Check), you need to enter this password to complete two-factor authentication, ensuring the payment is made by you personally and reducing cross-border payment risks.
2. Scope of Application for 3D Secure Password
- Payment Scenarios: Only applicable to online credit/debit card payments (e.g., selecting Visa/Mastercard payment when purchasing dog food or pet toys), not to other payment methods such as PayPal or Cash on Delivery (COD);
- Regions and Banks: Most credit/debit cards issued by major banks in the U.S. and UK (e.g., Bank of America in the U.S., Barclays in the UK) support 3D Secure. You can check if your bank card has the “Visa Secure” or “Mastercard Identity Check” logo on the front;
- Order Amount: There is no fixed order amount limit, but if the order amount exceeds $100 (or £65), most banks will force 3D Secure verification to ensure the security of large-value payments.
3. 3D Secure Password Verification Process (Taking Credit Card Payment as an Example)
- Submit Payment Information: Select “Credit Card Payment” on the checkout page, enter your card number, expiration date, and CVV code, then click “Confirm Payment”;
- Trigger Verification Request: The system automatically detects if your bank card supports 3D Secure. If it does, you will be redirected to the 3D Secure verification page of your card-issuing bank (the page domain usually includes the bank’s official identifier, e.g., “bankofamerica.com“);
- Enter 3D Secure Password: Follow the on-screen prompts to enter your 3D Secure password (if not set, some banks will send a one-time verification code via SMS/email or guide you to set a long-term password);
- Complete Payment: After successful password verification, the page will automatically redirect back to our site, showing “Payment Successful”; if verification fails (e.g., wrong password), the payment will be suspended, and you need to re-enter the correct password or contact the bank to reset it.
4. Frequently Asked Questions
- What if I haven’t set a 3D Secure password?
You can set it via the official website/APP of your card-issuing bank: Log in to your bank account → Go to “Credit Card Management” → Find “3D Secure Security Settings” → Set the password as prompted (some banks support setting a 6-12 character password with letters and numbers, or binding your phone to receive one-time verification codes); you can also call the bank’s customer service (e.g., Bank of America customer service: 800-432-1000) for assistance.
- What if I don’t receive the one-time verification code sent by the bank?
First, check if the reserved phone number/email is the one you are currently using (if your phone number has changed, update it at the bank first); if the information is correct, try refreshing the verification page to resend the code, or select “Voice Verification Code” (supported by some banks); if you still cannot receive it, contact the bank’s customer service to troubleshoot communication issues.
- If payment is interrupted due to verification failure, will the order be canceled?
No, it will not be canceled automatically. After verification failure, you can find the order in “My Orders” and click “Re-pay” to trigger 3D Secure verification again; if payment is not completed within 24 hours, the order will automatically become “Awaiting Payment”, and you need to re-submit payment information.
1. First, Check: Is Your Product Eligible for Return?
Before applying for a return, please confirm the following requirements (fully compliant with the EU Consumer Rights Directive and Site rules to protect your legal rights):
- Time Requirement: You must submit a return application within 15 calendar days from the date you actually receive the product. If receipt is delayed due to international logistics issues (e.g., extended customs clearance), you can provide a “delay certificate” issued by the logistics provider to apply for a 3-calendar-day extension of the application period. Applications submitted after the deadline will not be accepted.
- Product Condition:
- Non-custom products (e.g., standard dog food, basic pet toys): Must be unopened, unused, with original packaging (including product tags, user manuals, and free gifts) undamaged and unaltered, without affecting secondary sales;
- Pet food: Must be within the shelf life and unopened (opened pet food poses food safety risks and will not be accepted for return under any circumstances);
- Products with quality issues (e.g., cracked toys, loose stitches on clothing, size deviation >3% from description): Must provide clear photos/videos (max 1 minute) showing “close-up of the issue + full product + order number” as the basis for review.
- Order Scope: Only products purchased directly through this independent site (www.shinyfur.com) are eligible. Products ordered via third-party platforms, bought at offline exhibitions, or received as gifts are not covered by this return process.
2. Step-by-Step: Full Process for International Returns
- Step 1: Submit a Return Application (Online Only, No Offline Contact Needed)
Log in to your ShinyFur account → Go to “My Orders” → Find the order to return → Click “Apply for Return” → Fill in as prompted:
- Return reason (required: Choose one of “Product Quality Issue”, “Incorrect/Missing Item”, “Change of Personal Needs”; multiple selections are not allowed);
- Supporting materials (required: Photos/videos corresponding to the reason, e.g., close-ups of quality issues, comparison of “received product vs. order screenshot” for incorrect items);
- Contact info (confirm your registered phone/email is correct for receiving review results).
After submission, customer service will send review results (approved/rejected + reason) via email and Site message within 2 business days.
- Step 2: After Approval, Get Your Exclusive Return Info
If approved, you will receive an email titled “ShinyFur Return Confirmation” (sent to your account-bound email) with 3 key pieces of info:
- International return address (located in Guangzhou, China, for unified inspection; example: “Room 302, Building 5, XYZ Industrial Park, Guangzhou, China, 510000” — copy it in full to avoid manual input errors);
- Logistics requirements (only DHL, FedEx, UPS are accepted; regular mail/postal parcels are not allowed. The outer package must be labeled in English with “Return + Your Order Number”, e.g., “Return-#SF20240805012” — missing labels may cause unrecognized parcels);
- Prohibited items reminder (liquids, powders, and batteries are not allowed. If the parcel is seized/destroyed by customs due to violations, you will bear full responsibility; the Site will not cover any losses).
- Step 3: Ship the Returned Product & Keep Logistics Proof
After receiving the “Return Confirmation”, ship the product via your chosen logistics provider within 7 calendar days and do 2 things:
- Keep the complete tracking number (for future parcel tracking; it’s recommended to screenshot the logistics order page);
- For returns due to “quality issues/incorrect/missing items”: After shipping, send “logistics waybill photo + shipping cost payment proof (e.g., credit card deduction screenshot)” to admin@shinyfur.com with the subject “Return Shipping Reimbursement + Order Number”. After approval, the actual shipping cost will be reimbursed within 3-5 business days (max $30 per return; excess costs are at your own expense. If a coupon was used to offset shipping, only the actual paid amount will be reimbursed);
- For returns due to “personal reasons”: You will bear the shipping cost; no reimbursement will be provided.
- Step 4: Site Inspection & Refund Completion
After the Site receives the returned parcel, inspection will be completed within 3 business days (checking product condition, packaging integrity, and order matching):
- Qualified inspection: The refund process will start immediately, and the payment will be returned to your original payment method (e.g., Visa, PayPal) within 3-7 business days (shipping cost not included for personal reason returns; shipping cost reimbursed for quality/incorrect item returns);
- Unqualified inspection (e.g., used product, damaged packaging, mismatch with order): Customer service will send a “Return Rejection Notice” to your email explaining the issue, and the product will be shipped back to your return address within 2 business days. You will bear the return shipping cost (if you refuse to pay, the product will be stored temporarily; unclaimed after 30 days will be treated as abandoned).
3. FAQ: How to Handle These Situations?
- The return parcel shows “Delivered”, but no update from the Site?
First, log in to the logistics provider’s official website (e.g., DHL.com) to download the “Delivery Proof” (must include delivery address, recipient, and delivery time), then send it to admin@shinyfur.com with the subject “Return Parcel Delivered + Order Number”. Customer service will verify the parcel’s location within 1 business day (international parcels may have “temporary storage at the logistics station” — progress will be updated after verification).
- Can custom products (e.g., engraved pet nameplates) be returned?
Custom products are only eligible for return if they have “quality issues” (e.g., wrong engraving, cracked material). Returns due to “personal reasons” (e.g., dislike of style, wrong size selection) are not accepted even if unused. Please confirm custom info (e.g., pet name, design, size) before placing an order — customer service will send a second confirmation via email before production.
- After the refund arrives, the amount is incorrect?
For “personal reason” returns, the Site will deduct 8% of the order amount as sorting/storage fees (min
5;e.g.,
4 deducted for a $50 order), which is clearly stated on the return application page. For quality/incorrect item returns, if the amount is wrong, contact customer service directly with “refund arrival screenshot + order amount details”. The difference will be refunded within 2 business days after verification.
1. First, Confirm: Returns Are Only Accepted If These 3 Conditions Are Met
Time
Submit a return application within 15 calendar days of receiving the product (a 3-day extension is available with proof of logistics delays).
Product
- Non-custom items (e.g., standard pet toys, dog food): Must be unopened, in intact packaging, and not affect resale.
- Pet food: Must be unopened and within the shelf life (no returns for opened pet food).
- Quality issues (e.g., cracks, incorrect items shipped): Must provide photos/videos showing “the issue + order number”.
Order
2. 3 Steps to Complete a Return (International Version)
Step 1: Submit a Return Application
Log in to your account → Go to “My Orders” → Select the relevant order and click “Apply for Return” → Fill in 3 items:
- Return reason (choose one: quality issue / incorrect item shipped / personal need).
- Supporting materials (upload photos/videos based on the reason).
- Confirm contact information (to receive review results).
→ You will receive the review result via email / in-site message within 2 business days.
Step 2: Ship the Product Back
After your application is approved, you will receive the “ShinyFur Return Confirmation” (containing 3 key details):
- Return address: No. 99 Zhengda Road, Huai’an City, Jiangsu Province, China.
- Logistics requirements: Only DHL/FedEx/UPS are accepted. Label the package with “Return + Order Number” (e.g., Return-#SF20240805012).
- Prohibited items reminder: Do not ship liquids/powders/batteries (you will bear responsibility if the package is seized).
→ Ship the product within 7 calendar days and keep the logistics tracking number.
Step 3: Wait for Inspection & Receive Your Refund
The site will complete inspection within 3 business days:
- ✅ Qualified: The refund will be processed within 3-7 business days (shipping costs will be reimbursed for quality issues/incorrect items, max. $30 per return; you bear shipping costs for returns due to personal needs).
- ❌ Unqualified (e.g., used product, damaged packaging): The product will be shipped back to you within 2 business days, and you will bear the return shipping costs.
3. Quick FAQ
- My package shows “Delivered” but there’s no update from the site? → Send the logistics “Delivery Proof” to admin@shinyfur.com; verification will be completed within 1 business day.
- Can custom items (e.g., engraved nameplates) be returned? → Only eligible for returns if there’s a quality issue; no returns for personal reasons (double confirmation of details is required before placing an order).
- The refund amount is incorrect? → An 8% handling fee is deducted for returns due to personal needs (min. $5); for quality issues/incorrect items, send a screenshot to customer service, and the difference will be refunded within 2 days.
Returns & Refunds
1. First, Confirm: Returns Are Only Accepted If These 3 Conditions Are Met
Time
Submit a return application within 15 calendar days of receiving the product (a 3-day extension is available with proof of logistics delays).
Product
- Non-custom items (e.g., standard pet toys, dog food): Must be unopened, in intact packaging, and not affect resale.
- Pet food: Must be unopened and within the shelf life (no returns for opened pet food).
- Quality issues (e.g., cracks, incorrect items shipped): Must provide photos/videos showing “the issue + order number”.
Order
2. 3 Steps to Complete a Return (International Version)
Step 1: Submit a Return Application
Log in to your account → Go to “My Orders” → Select the relevant order and click “Apply for Return” → Fill in 3 items:
- Return reason (choose one: quality issue / incorrect item shipped / personal need).
- Supporting materials (upload photos/videos based on the reason).
- Confirm contact information (to receive review results).
→ You will receive the review result via email / in-site message within 2 business days.
Step 2: Ship the Product Back
After your application is approved, you will receive the “ShinyFur Return Confirmation” (containing 3 key details):
- Return address: No. 99 Zhengda Road, Huai’an City, Jiangsu Province, China.
- Logistics requirements: Only DHL/FedEx/UPS are accepted. Label the package with “Return + Order Number” (e.g., Return-#SF20240805012).
- Prohibited items reminder: Do not ship liquids/powders/batteries (you will bear responsibility if the package is seized).
→ Ship the product within 7 calendar days and keep the logistics tracking number.
Step 3: Wait for Inspection & Receive Your Refund
The site will complete inspection within 3 business days:
- ✅ Qualified: The refund will be processed within 3-7 business days (shipping costs will be reimbursed for quality issues/incorrect items, max. $30 per return; you bear shipping costs for returns due to personal needs).
- ❌ Unqualified (e.g., used product, damaged packaging): The product will be shipped back to you within 2 business days, and you will bear the return shipping costs.
3. Quick FAQ
- My package shows “Delivered” but there’s no update from the site? → Send the logistics “Delivery Proof” to admin@shinyfur.com; verification will be completed within 1 business day.
- Can custom items (e.g., engraved nameplates) be returned? → Only eligible for returns if there’s a quality issue; no returns for personal reasons (double confirmation of details is required before placing an order).
- The refund amount is incorrect? → An 8% handling fee is deducted for returns due to personal needs (min. $5); for quality issues/incorrect items, send a screenshot to customer service, and the difference will be refunded within 2 days.
1. Core Eligibility for International Returns
- Time Limit: Submit a return application within 15 calendar days of receiving the product. If receipt is delayed due to international logistics issues (e.g., extended customs clearance, remote delivery address), you can provide a “delay certificate” issued by the logistics provider to apply for a 3-calendar-day extension of the application period. Applications submitted after the deadline will not be accepted.
- Product Requirements:
- Non-custom items (e.g., standard dog food, pet toys, basic clothing): Must be unopened, unused, with intact original packaging (including product tags, user manuals, and free gifts) and not affect resale;
- Pet food: Must be within the shelf life and unopened (opened pet food poses food safety risks and will not be accepted for return under any circumstances);
- Products with quality issues (e.g., cracked toys, loose stitches on clothing, size deviation >3% from description): Must provide clear photos or videos (max 1 minute) showing “close-up of the issue + full product + order number” as the basis for return review;
- Custom items (e.g., engraved pet nameplates, clothing printed with pet photos): Only eligible for return if there are quality issues caused by the site (e.g., wrong engraving, damaged material); returns due to personal reasons (e.g., dislike of style, wrong size selection) are not accepted.
- Order Scope: Only products purchased directly through www.shinyfur.com are eligible. Products ordered via third-party platforms, bought at offline exhibitions, or received as gifts are not covered by this International Returns Policy.
2. International Return Process
- Submit Application: Log in to your account → Go to “My Orders” → Find the order to return → Click “Apply for Return” → Fill in the return reason (choose one: quality issue / incorrect/missing item / personal need), upload supporting materials, confirm contact info → After submission, customer service will send review results via email and in-site message within 2 business days.
- Obtain Return Info: Once approved, you will receive an “International Return Confirmation” containing: ① Designated return address (No. 99 Zhengda Road, Huai’an City, Jiangsu Province, China); ② Logistics requirements (only DHL, FedEx, UPS are accepted; the outer package must be labeled in English with “Return + Order Number”, e.g., “Return-#SF20240901015”); ③ Prohibited items reminder (liquids, powders, and batteries are not allowed; you will bear responsibility if the package is seized due to violations).
- Ship the Returned Product: Ship the product within 7 calendar days of receiving the “Return Confirmation” and keep the complete tracking number (for progress tracking). For returns due to quality issues/incorrect/missing items, send logistics cost proof (waybill, payment screenshot) to admin@shinyfur.com after shipping to apply for reimbursement (max $30 per return; excess costs at your own expense). You will bear the shipping cost for returns due to personal reasons.
- Inspection & Refund: The site will complete inspection within 3 business days of receiving the package: ① Qualified inspection: Refund will be processed to your original payment method within 3-7 business days (shipping cost reimbursed for quality/incorrect item returns; no shipping cost for personal reason returns); ② Unqualified inspection (e.g., used product, damaged packaging): The product will be shipped back to you within 2 business days, and you will bear the return shipping cost.
3. Special Notes for International Returns
- Customs & Taxes: Import duties, customs clearance fees, etc., incurred when returning products to China are borne by you (the site does not cover these costs; it is recommended to consult the logistics provider to estimate related costs before shipping);
- Lost Parcels: If the return parcel is lost during transit, first negotiate a claim with the logistics provider; the site can assist in providing order proof. If the claim is unsuccessful, follow-up handling will be discussed based on the return reason (e.g., direct refund for quality issues, additional proof required for personal reasons);
- Refund Amount: An 8% sorting/storage fee (min $5) of the order amount will be deducted for returns due to personal reasons. This fee is clearly stated on the return application page; submitting the application is deemed acceptance.
1. First, Self-Check: Common Reasons for Refund Discrepancies
Before contacting customer service, we recommend checking the following possible causes of amount differences to avoid unnecessary communication costs:
- Fee Deduction for Personal Reason Returns: If you applied for a return due to “change of personal needs”, an 8% sorting/storage fee (minimum $5) of the order amount will be deducted per our International Returns Policy. For example:
-
- A \(100 order: \)8 is deducted, so the actual refund is $92;
-
- A \(50 order: The minimum \)5 fee is deducted, so the actual refund is \(95 (not \)46).
- Unreimbursed Shipping Cost Discrepancy: For returns due to “quality issues/incorrect/missing items”, if you did not submit logistics cost proof (e.g., waybill, payment screenshot), the refund only includes the product cost (no shipping reimbursement, max $30 per return). You need to submit the proof separately to process the shipping cost.
- Payment Channel Fees/Exchange Rate Differences: Some credit cards or PayPal may charge cross-border payment fees. Only the actual product payment amount is refunded (the platform does not cover these fees), so you need to verify the fees with your payment provider. If you paid in a non-USD/GBP currency, the refund is settled at the exchange rate on the refund day, which may differ slightly from the rate on the order day.
2. Step-by-Step Solution: 3 Steps to Fix Incorrect Refunds
- Step 1: Collect Supporting Materials
Prepare the following 3 types of materials to help customer service verify quickly:
-
- Order Info: Order number (e.g., #SF20240901015), order date, product details, and original payment amount;
-
- Refund Proof: Screenshot of the refund notification (via SMS/email, showing refund amount, refund date, and payment channel);
-
- Special Case Materials: For personal reason returns, confirm if the deducted fee complies with rules; for quality issue returns, supplement shipping cost proof (if applicable).
- Step 2: Contact Customer Service to Feedback
Submit feedback via official channels (avoid third-party platforms to prevent information loss):
-
- Email: Send an email to admin@shinyfur.com with the subject “Incorrect Refund + Order Number”. In the email, explain the “original payment amount, actual refund amount, difference, and suspected reason”, and attach supporting materials;
-
- WhatsApp/Phone: Call +8613770407616 (or leave a message via WhatsApp) with the order number and key info. Customer service will reply with verification results within 2 business days (English support available).
- Step 3: Wait for Verification and Supplementary Refund
After receiving your feedback, customer service will complete the following within 3 business days:
-
- Verify the order refund record to check for calculation errors (e.g., over-deduction/under-deduction of fees);
-
- Check if shipping reimbursement is missing (for quality issue returns with submitted proof);
-
- If a discrepancy is confirmed, the difference will be refunded via your original payment channel, and a “Supplementary Refund Confirmation Email” will be sent. If the amount is correct, a detailed explanation of the discrepancy (e.g., fee rules, exchange rate basis) will be provided.
3. Frequently Asked Questions
- How long does it take to receive the supplementary refund after feedback?
The supplementary refund will arrive within 3-7 business days after verification, depending on your payment channel (3-5 business days for credit cards, 1-3 business days for PayPal). You will receive an SMS/email notification when it arrives.
- Will the reimbursed shipping cost arrive separately from the product refund?
Yes. If the product refund is already completed, the subsequent shipping reimbursement will be processed separately, marked as “Return Shipping Reimbursement + Order Number”. Please check your payment channel for the arrival notification.
1. Rules for Customs and Import Charges
Whether your parcel is subject to customs duty, import VAT, or other related charges depends mainly on the customs policies of your country/region, the declared value of the parcel, and the product type. The core rules are as follows:
- United States
- Customs Duty: According to U.S. Customs regulations, personal use parcels with a declared value below
800(excluding
800) are generally exempt from customs duty. If the declared value exceeds $800, duty will be levied based on the tariff rate for pet products (usually 2%-5%, e.g., 2% for pet toys, 3% for bagged dog food). The specific rate is subject to the latest U.S. Customs policies.
- Import VAT: The U.S. does not impose import VAT; only customs duty needs to be considered.
- United Kingdom
- Customs Duty: Parcels with a declared value below £135 are exempt from customs duty. For values exceeding £135, duty is charged based on the pet product category (e.g., 3% for pet clothing, 5% for pet beds).
- Import VAT: A 20% import VAT applies to all parcels regardless of declared value (calculated based on “declared product value + customs duty + logistics fees”). Some low-value parcels (e.g., declared value below £15) may have VAT prepaid by the logistics provider, who will then collect it from you.
- Other English-Speaking Countries
Rules vary by country: Australia (no duty for parcels below AUD 1,000; 5%-10% duty for values exceeding that, plus 10% GST), Canada (no duty for parcels below CAD 20; 3%-8% duty for values exceeding that, plus 5% GST), etc. Always refer to the latest local customs policies.
2. Charge Bearer and Payment Methods
- Bearer of Charges: Customs and import charges are borne by the recipient (i.e., you). The site only declares the parcel value truthfully based on the actual order amount and does not include these charges (if the site has a “tax-included promotion,” it will be clearly marked on the product detail page or promotion rules, e.g., “Free customs duty for U.S. orders over $200”).
- Payment Methods:
- Payment during customs clearance: Logistics providers (e.g., DHL, FedEx) will notify you of payment via email or SMS. You can pay online via credit card or PayPal, or in cash upon delivery (supported in some regions).
- Advance payment: Some logistics providers (e.g., UPS) allow you to prepay charges by entering the tracking number on their official website after the parcel is shipped, avoiding customs detention due to unpaid fees.
3. How to Estimate Charges in Advance (Optional)
- Use official customs tools: Visit the “duty calculator” on the official website of the target country’s customs authority (e.g., U.S. CBP website, UK HMRC website). Enter the product category (select the HS code for “pet supplies,” e.g., HS code “230910” for pet food), declared value, and quantity to get an estimated cost.
- Contact site customer service: Send an email to admin@shinyfur.com with your delivery country and order product details. Customer service can assist in providing the product HS code and local tax rate references to help you accurately estimate costs.
1. Whether delivery charges are refunded depends on the reason for return
According to our international return and delivery policies, the refund rule for delivery charges is directly linked to the reason for return, as detailed below:
- Returns due to “product quality issues” or “incorrect/missing items shipped by the site”
If you return an item due to product quality problems (e.g., cracked toys, loose stitches on clothing) or shipping errors by the site (e.g., received items do not match the order, missing accessories), and the return meets the eligibility criteria (submitted within 15 calendar days, provided valid supporting materials), we will fully refund the delivery charge you paid when placing the order (regardless of whether the order amount reached
100).Example:Youpaida
3 delivery charge for an
80order,andreturntheitemduetoqualityissues.Afterapproval,the
3 delivery charge will be refunded to your original payment method along with the product price.
- Returns due to “change of personal needs” (e.g., dislike the style, wrong size selected)
If the return is due to personal preference adjustments (even if the product meets return conditions), we will not refund the delivery charge paid when placing the order (including the fixed
3deliverychargeorotherpaidshippingamounts).Example:Youreturnapetbedbecauseyou“dislikethecolor.”Theoriginalorderhada
3 delivery charge, so the refund will only include the product price (e.g.,
50),andthe
3 delivery charge will not be refunded.
- Special note for orders with free delivery
If you enjoyed free delivery when placing the order (due to “order over $100” or using a “free shipping coupon”), no delivery charge needs to be refunded (as you did not actually pay for it). Only the product price will be processed according to the rules (e.g., an 8% handling fee deducted for returns due to personal needs).
2. How to get the delivery charge refunded
- Refunded together with the product price
When eligible for a delivery charge refund, the delivery charge will be combined with the product price. It will be refunded to your original payment method (e.g., credit card, PayPal) within 3-7 business days after the parcel passes inspection. The refund amount will clearly indicate “product cost + delivery charge” (e.g.,
97productcost+
3 delivery charge = total $100 refund).
- Materials to provide
If you paid a delivery charge for the order, you need to upload a “screenshot of the order payment” (clearly showing the delivery charge amount) on the return application page, or note “request delivery charge refund + order number” in the email. This helps customer service verify the details (failure to provide materials may delay the delivery charge refund).
3. Frequently Asked Questions
- If I only return part of the items in an order, will the delivery charge be refunded proportionally?
No. If you purchase multiple items in one order and only return some of them (and the original order had a delivery charge, e.g., $3), the delivery charge will be refunded in full or not at all (full refund for quality issues/incorrect shipping, no refund for personal reasons) — it will not be split proportionally based on the value of the returned items.
- Will the “free delivery on full amount” benefit be affected after the delivery charge is refunded?
No, it will not affect future orders. The delivery charge refund for the returned order only applies to that specific order. When you place future orders, you can still enjoy the “free delivery on orders over $100” benefit or use free shipping coupons, without being affected by past returns.