Home > Shipping & Returns

Shipping & Returns

GENERAL TERMS & POLICY

Off The Chain Dog Apparel may amend these rules as needed, with any updates taking immediate effect upon publication on www.offthechaindogapparel.com. Non-acceptance of these terms constitutes an immediate forfeiture of the right to use Off The Chain Dog Apparel's services. Utilization of Off The Chain Dog Apparel's services implies acceptance of these rules by all buyers. In the event of a discrepancy, Off The Chain Dog Apparel's Policy shall prevail.

Buyers must submit return and refund requests within 25 days from the delivery date for after-sales issues. Should a request be filed after this period, Off The Chain Dog Apparel reserves the right to deny any after-sales service.

Prior to requesting an order cancellation, buyers must verify that Off The Chain Dog Apparel's Return & Refund Policy permits cancellation at the current stage. If allowable, buyers are required to apply for cancellation, subject to Off The Chain Dog Apparel's consent. Please be aware that while Off The Chain Dog Apparel will attempt to cancel the order with the warehouse, the ability to do so is not guaranteed.

Should Off The Chain Dog Apparel fail to fulfill a buyer’s order within the Order Processing Time specified on Off The Chain Dog Apparel’s product page, due to reasons including but not limited to stock shortage or other unforeseen circumstances, Off The Chain Dog Apparel is obligated to promptly cancel the order and issue a refund.

In the event that the buyer receives damaged or broken goods and substantiates a refund request with compelling evidence, Off The Chain Dog Apparel is obligated to provide a prepaid return label within 3 business days for the return of the damaged or broken items. Off The Chain Dog Apparel should process the refund once the returned goods are marked as “in transit” on the logistics website, using the Off The Chain Dog Apparel-provided prepaid return label.

For “non-defective remorse returns,” Off The Chain Dog Apparel reserves the right to accept or reject such requests in line with its stated policy. Off The Chain Dog Apparel will abide by its published policy in these instances.

Should Off The Chain Dog Apparel agree to an after-sale request for “non-defective remorse returns” and opt to impose a “restocking & repacking fee,” the total fee charged shall not exceed 35% of the order’s total price.

Under conditions that necessitate a refund based on Off The Chain Dog Apparel's policy, Off The Chain Dog Apparel enforces specific time constraints. Refunds must be issued within no more than 3 business days, and redelivery must be initiated within no more than 5 business days.

Buyers must ensure that goods are returned within 15 calendar days of receiving a return label. Should this deadline not be met, Off The Chain Dog Apparel may exercise the right to withhold the refund.

Upon submitting an after-sales request, the buyer is required to furnish evidence to Off The Chain Dog Apparel. If the buyer fails to provide adequate evidence within the timeframe specified by Off The Chain Dog Apparel's Return & Refund Policy, Off The Chain Dog Apparel reserves the right to decline the return and/or refund request. The determination of whether the evidence is compelling will be made at Off The Chain Dog Apparel's discretion.

1. REFUND REQUEST TIMING

Buyers are entitled to request a full refund for orders not dispatched within the timeframe indicated on the order page, as per the estimated processing time.

For Unshipped Orders

The Return & Refund request is made after the stated processing time.

Off The Chain Dog Apparel will refund the order.

The Return & Refund request is made within the stated processing time.

Upon receipt of a refund request from the buyer, Off The Chain Dog Apparel must act on it — either accept or reject — within three business days. Should Off The Chain Dog Apparel not address the request within this period, Off The Chain Dog Apparel will issue the refund.

Please be aware that even if the order is within the specified processing time, Off The Chain Dog Apparel is still required to process refund requests within the aforementioned three-business-day window.

For Shipped Orders

The Return & Refund request is made after the order has been shipped.

2. GOODS RETURNED IN TRANSIT

For orders fulfilled by Off The Chain Dog Apparel: If a package is returned to Off The Chain Dog Apparel during transit due to a logistics carrier error and the buyer requests a refund, Off The Chain Dog Apparel is required to process the refund within 3 business days of the refund request. Conversely, if the buyer chooses redelivery, Off The Chain Dog Apparel must begin reshipment within 5 business days of receiving the redelivery request.

Exceptions to this policy, which may preclude Off The Chain Dog Apparel's obligation to refund or redeliver, include but are not limited to:

• The provision of an incorrect or incomplete address by the buyer.
• The refusal of the buyer’s recipient to accept the goods. This does not apply in instances where the buyer has cancelled the order upon the recipient’s request and Off The Chain Dog Apparel has consented to the refusal of delivery.

For pick-up orders: Off The Chain Dog Apparel bears no responsibility for issues related to logistics.

3. GOODS DESTROYED IN TRANSIT

For orders fulfilled by Off The Chain Dog Apparel: If the package or goods are damaged during transit and the buyer provides proof — such as a screenshot from the logistics website confirming the destruction — Off The Chain Dog Apparel is obligated to process a refund within 3 business days of the refund request. Alternatively, if the buyer requests redelivery, Off The Chain Dog Apparel should initiate the process within 5 business days of the request.

For pick-up orders: Off The Chain Dog Apparel holds no responsibility for any issues related to logistics.

4. WRONG RECEIPT INFORMATION

If the buyer enters incorrect recipient information for an order, they should promptly reach out to Off The Chain Dog Apparel via Contact Us to request an update of the order with the correct recipient information.

Please be aware that requests for correcting recipient information or cancelling an order are not guaranteed to be fulfilled.

Should the order have already been dispatched, it is the buyer’s responsibility to contact the logistics company directly to provide accurate information.

If goods are shipped to an incorrect address because the buyer provided wrong information, Off The Chain Dog Apparel has the discretion to determine whether to accept the return of the products and issue a refund. Buyers should confirm with Off The Chain Dog Apparel whether they are willing to accept the return. In cases where Off The Chain Dog Apparel consents to the return, the buyer will be accountable for the return shipping expenses.

Should the order be uncorrectable or non-returnable, the buyer must absorb any associated losses.

5. DEFECTIVE PRODUCTS

Including package breakage, significantly not as described, missing or wrong goods, and quality problems.

Upon receipt, if the buyer encounters any of the above issues, the buyer should submit a refund or redelivery request along with valid proof. Valid proof includes photos or videos that clearly demonstrate the issue with the goods received. Once the request is filed, Off The Chain Dog Apparel is required to review the provided evidence and respond within 3 business days.

If Off The Chain Dog Apparel, upon reviewing the proof, finds that it does not clearly demonstrate the problem, the evidence is considered invalid. In such cases, Off The Chain Dog Apparel reserves the right to deny the buyer’s refund request.

If the buyer’s evidence clearly demonstrates an issue, the review process should not exceed 3 business days. Should a return be necessary for a refund, Off The Chain Dog Apparel must provide the buyer with a prepaid return label within 3 business days following approval of the proof. Off The Chain Dog Apparel is then required to issue a refund once the tracking information provided by the buyer indicates the return is in transit, which must also occur within 3 business days.

If the goods do not need to be returned, Off The Chain Dog Apparel must process the refund within 3 business days of receiving the refund request.

In the event that the buyer opts for redelivery and the proof is deemed valid, Off The Chain Dog Apparel must initiate the redelivery within 5 business days of the proof being approved. Off The Chain Dog Apparel reserves the right to issue a refund instead if no stock is available for redelivery. Alternatively, buyers may choose to reorder the products once they are back in stock.

6. LOGISTICS ISSUES

6.1 INVALID TRACKING INFORMATION

If Off The Chain Dog Apparel confirms that the tracking number provided is incorrect and Off The Chain Dog Apparel does not supply the correct tracking information within 3 business days, Off The Chain Dog Apparel will issue a refund for the order.

6.2 UNTIMELY TRACKING INFO UPDATES

For orders fulfilled by Off The Chain Dog Apparel: Should there be no update on the tracking information for more than 7 business days as indicated on the logistics website, and the buyer requests a refund, Off The Chain Dog Apparel must process the refund within 3 business days of the buyer’s request.

For pick-up orders: Off The Chain Dog Apparel is not held responsible for any logistics-related issues.

Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances where standard logistics operations may be disrupted.

6.3 EXTENDED SHIPPING DELAYS

For orders fulfilled by Off The Chain Dog Apparel: If the actual transit time surpasses the estimated delivery time by 10 days or more, and Off The Chain Dog Apparel does not offer any valid updated tracking information, the buyer is entitled to request a refund. Upon such a request, Off The Chain Dog Apparel must issue the refund within 3 business days.

For pick-up orders: Off The Chain Dog Apparel is not liable for any issues related to logistics.

Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances.

6.4 LOGISTICS EXECUTION RULES

Buyers are required to familiarize themselves with the shipping options provided before placing an order. If multiple shipping methods are offered, Off The Chain Dog Apparel must dispatch the order according to the buyer’s selected logistics choice. Non-compliance allows the buyer to seek a refund. However, if the product listing indicates “Seller-Selected Shipping (Buyer Cannot Choose),” Off The Chain Dog Apparel retains the discretion to choose the shipping method, and any specific logistics requests made by the buyer at the time of order will not be accommodated.

6.5 RESTRICTIONS ON COMBINED SHIPMENTS

Upon receipt of an order, Off The Chain Dog Apparel must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless Off The Chain Dog Apparel has received explicit consent from the buyer for such consolidation.

7. MISCELLANEOUS

During public holidays, pandemics, extreme weather conditions, or other exceptional situations, buyers should reach out to offthechaindogapparel@gmail.com or contact Off The Chain Dog Apparel via Contact Us to address any product or logistics concerns.

Off The Chain Dog Apparel commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from Off The Chain Dog Apparel on such matters within a maximum of two weeks after notification.

If buyers are dissatisfied with the resolution of post-sale issues, they are obligated to initiate a dispute with Off The Chain Dog Apparel, which will facilitate the handling of the after-sale matters.

Shop By Category: