Our policy is simple: If you’re not 100% unconditionally satisfied with CindyOne clothes, you can return or exchange ONLY Unworn & Unopened items in the same condition that you received it within 30 Days. Please measure your Dog and check the size guides, as all products are custom and have their own Size Guides that are typically measured in CM. They do run smaller than most typical Dog clothes so it’s always better to buy 1-3 Sizes up than normal! We do not accept returns or exchanges on any Bedding products, Bowls, Feeders, Toys/Gadgets, or Bags, any opened or Used clothing due to U.S Sanitary and health codes. There will be a 15% Restocking fee for all returns and exchanges. CindyOne does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, CindyOne does not take title to the refunded item. We allow return & exchanges for the USA and Canada only. There are no returns or exchanges applicable for other countries.
What do I do if I need to return something?
Give our friendly customer service team an email at Info@cindyone.com and we will provide a Return label for you. Processing time for returns take 7-14 Days. If you wish to send the item back yourself we will give you the address to send it in to. Easy as that!
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within the time it takes per VISA/Amex/Paypal etc, protocols.
DO I HAVE TO PAY THE RETURN SHIPPING?
For domestic US refund requests, we will automatically provide you with a Free prepaid USPS shipping label however, a 15% restocking fee will be deducted from your refund amount. Your refund will be issued back to the original form of payment upon a successful review of your returned items.
WHAT ABOUT INTERNATIONAL RETURN?
For international orders, all return shipping must be paid for by the customer for refund requests.
For international refund requests, a $7.95 handling fee will be deducted from your refund amount. Your refund will be issued back to the original form of payment upon a successful review of your returned items.
For international orders returned due to refusal to pay duties, standard shipping & handling cost will be deducted from your refund amount to cover our original shipping.
For unclaimed international orders returned, standard shipping & handling cost will be deducted from your refund amount to cover our original shipping. If you wish to have your package reshipped to you, you will be billed a standard re-shipping fee.
HOW DO I SHIP MY DOMESTIC RETURN ITEMS?
Affix the prepaid shipping label to the package you send your return item(s) in, and drop it off at a USPS location. Please drop off your package with the return shipping label affixed to your nearest USPS drop off location, postal facility or with a USPS mail carrier.
WHAT ITEMS ARE RETURNABLE?
All items purchased within the last 30 days are returnable (excluding items listed below).
** Items marked as final sale
** Items Opened or worn
** Items discounted 40% or higher
** Free gifts and promotional items with retail value
** All Bedding/Toys, Bowls, Feeders, Gadgets, or Bags
** Items not purchased directly from our online store cannot be returned
** Made-to-order items
** Gift cards cannot be returned or refunded
** Shipping charges cannot be refunded
WHAT HAPPENS IF YOUR PACKAGE IS MARKED AS RETURNED TO SENDER, UNCLAIMED, OR REFUSED?
In the event that your order is returned to us marked as “Return to Sender,” “Unclaimed” or “Refused,” you will be contacted immediately and a reshipping fee must be paid. If the you decide that you no longer want to proceed with the order, Ruiyan may provide the option for refund less initial shipping charges and any charges incurred to accept the returned package. Please note that the reshipping fee and the initial shipping fee may vary depending on the delivery address and method.
To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
CindyOne does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
YOU SHIPPED A WRONG OR DEFECTIVE ITEM TO ME
This rarely happens, however in the event that we ship the wrong style or size from what was ordered or a defective item, we will provide you with a complimentary return shipping label and re-ship a new one to you.