Payment Information

1. Supported Payment Methods​

To ensure convenient and compliant payments, we only offer payment channels certified by Google and aligned with the EU Payment Services Directive (PSD2), as follows:​

1. Credit Card Payment​

• Supported Cards: Visa, Mastercard (American Express, Discover, and other niche card types are not supported temporarily);​

• Payment Process: After placing an order, you will be redirected to a third-party payment gateway (e.g., PayPal Payments Pro). Enter your card number, expiration date, and CVV code (security verification code), complete 3D Secure authentication (some banks require a SMS verification code), and finalize payment. All data is transmitted via encryption; the platform does not store full card numbers or CVV codes;​

• Applicable Scenarios: All orders (including overweight/large items, custom products), no payment amount limit, real-time fund arrival.​

2. PayPal Payment​

• Operation Method: Select “PayPal Payment” and redirect to the official PayPal website. Log in to your PayPal account, confirm the order amount, and complete payment (supports deduction from PayPal balance, bound bank cards/credit cards);​

• Advantages: No need to enter bank card information directly; dual protection via PayPal’s risk control system; funds can be returned to your PayPal account in case of refunds;​

• Note: Ensure the registration information (name, address) of your PayPal account matches the delivery information in your platform order; otherwise, risk control may be triggered, leading to payment failure.​

3. Cash on Delivery (COD)​

• Applicable Range: Only the contiguous 48 U.S. states and major cities in England/Scotland, UK (e.g., London, Birmingham, Manchester). The order amount must be between ​50−500/£50-£500 (orders below ​50/£50requireanadditional5/£4 service fee);​

• Process: Select “COD” when placing the order. The delivery driver will collect cash or process card payments via POS (supports Visa/Mastercard) upon delivery. Please have your order number ready for verification;​

• Restrictions: Custom products (e.g., engraved nameplates) and perishable pet food (e.g., fresh food) do not support COD due to the risk of “non-resalable items”.​

2. Payment Security Assurance​

1. Data Encryption and Compliance​

• Adopts SSL 256-bit encryption technology. All payment information (card number, verification code, account password) is encrypted during transmission, meeting Google’s payment data security standards to prevent information leakage;​

• Strictly complies with the EU GDPR’s requirements for payment data protection. Payment information is only temporarily used for “order processing and refunds”, and unnecessary payment records are automatically deleted within 180 days of order completion (only transaction serial numbers are retained for reconciliation).​

2. Risk Control and Abnormal Interception​

• Real-time payment behavior monitoring: If abnormal situations occur (e.g., “cross-regional login payment”, “multiple payment failures in a short time”, “amount seriously inconsistent with product value”), the system will automatically trigger risk control, suspend payment, and send a “risk verification notice” to your reserved email/phone;​

• Manual Review: If you believe the payment was incorrectly intercepted, contact customer service and provide “payment device IP address, bank statement screenshot (hide the middle 8 digits of the card number)”. We will assist in lifting the risk control within 2 business days.​

3. Chargeback and Dispute Handling​

• If you have objections to the payment (e.g., “double charge”, “unauthorized charge without placing an order”), contact customer service first to verify transaction records. If confirmed as an abnormal charge, we will assist you in filing a “chargeback application” with the payment channel;​

• Prohibition of Malicious Chargebacks: If you receive the product but falsely file a chargeback claiming “non-delivery” or “product quality issues” without providing valid proof, we reserve the right to add your account to the blacklist and prohibit future orders on the platform.​

3. Payment Fees and Exchange Rate Rules​

1. No Additional Service Fees​

• The platform does not charge any “payment handling fees” or “cross-border transaction fees”. The “product amount + shipping fee” displayed on the order checkout page is the final payment amount, with no hidden fees;​

• Exception: If you pay in a currency other than the order currency (e.g., paying in Euros for a U.S. order), the payment channel will charge a 1.5%-3% currency conversion fee (charged by the bank or PayPal, not the platform). It is recommended to pay in the order’s corresponding currency (USD/GBP) to avoid additional costs.​

2. Exchange Rate Rules​

• USD/GBP Pricing: All products on the platform are priced in “USD (for U.S. orders)” or “GBP (for UK orders)”. Prices are synchronized with the central bank’s daily median exchange rate (referencing the Federal Reserve and Bank of England’s daily rates). The amount displayed when placing the order is the final payment amount, not affected by subsequent exchange rate fluctuations;​

• Refund Exchange Rate: Refunds are settled at the “exchange rate on the payment date”, not the refund date. If exchange rate fluctuations cause a “small difference between the refund amount and the original payment amount”, it is a normal financial fluctuation, and the platform is not liable for exchange rate losses (e.g., 1 GBP = 1.25 USD at payment, 1 GBP = 1.20 USD at refund; the difference is borne by the user).​

4. Handling of Payment Abnormalities​

1. Common Causes of Payment Failure and Solutions​

Abnormality Type​	Possible Causes​	Solutions​
3D Secure Authentication Failure​	Bank did not send verification code, SMS delay, incorrect input​	Check SMS spam folder and re-initiate verification; or contact your bank to activate cross-border payment permission​
PayPal Payment Rejected​	Insufficient PayPal balance, delivery address inconsistent with PayPal address​	Recharge PayPal balance; modify the order delivery address to match the PayPal registered address​
Credit Card Payment Declined​	Expired card, insufficient credit limit, bank risk control interception​	Replace with a valid credit card; contact the bank to lift cross-border payment restrictions​
COD Application Rejected​	Delivery address not in supported range, product is custom-made​	Change to a supported delivery address; remove custom products and reorder​

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2. Double Charges and Fund Recovery​

• If “double charging for the same order” occurs due to network delay or payment gateway failure (e.g., credit card charged twice, simultaneous deduction from PayPal and credit card), contact customer service within 24 hours of the charge, providing “screenshots of both bank statements and the order number”. We will verify within 3 business days;​

• After confirming double charges, the excess funds will be returned to the original payment method (3-5 business days for credit card refunds, 1-3 business days for PayPal refunds), and a $10/£8 coupon will be provided as compensation (for future orders).​

3. Refunds for Cancelled Orders​

• Order Cancellation Before Shipment: If payment is completed, apply for cancellation in “My Orders”. After approval, a full refund (including shipping fee, no handling fee) will be processed within 3-7 business days;​

• Order Cancellation After Shipment: The package must first be intercepted (success depends on logistics progress). If interception is successful, 20% of the order amount will be deducted as a logistics interception fee, and the remaining amount will be refunded. If interception fails, follow the “return process” after receiving the product; refund rules refer to Section 7 of the Terms of Sale.​

5. Customer Service and Dispute Consultation​

If you encounter issues during payment (e.g., payment failure, double charge, risk control interception), contact us through the following channels:​

• Email: admin@shinyfur.com (response within 24 hours; please indicate “Payment Consultation + Order Number” and attach screenshots of payment failure/bank statements);​

• Phone: +8613770407616 (Service Hours: 9:00-18:00 China Time; English support available; call first for urgent issues such as “urgent recovery of double charges”);​

• WhatsApp: +8613770407616 (same as phone number; response within 1 hour during service hours; suitable for simple inquiries such as “supported payment methods”);​

Note: For payment security issues (e.g., unauthorized payment due to account theft), it is recommended to call customer service first for real-time verification and order freezing.