1. Overview

DogPack Marketplace (the “Marketplace”) is a multi-seller platform. Products offered through the Marketplace are sold and fulfilled by independent third-party sellers (“Sellers”). As a result, shipping, returns, exchanges, and refunds may vary by Seller and by product.

2. Where to Find Seller Policies

Each Seller maintains their own shipping and returns policies. You may review a Seller’s policies at any time by:

a) Visiting the Seller’s page; and

b) Clicking the “About” section, where shipping and returns details are displayed.

3. Shipping

3.1 Seller-Provided Shipping Terms. Shipping costs, delivery estimates, service levels, shipping regions (for example, Canada or the United States), and any applicable handling times are set by the Seller and are disclosed on the applicable product page prior to checkout.

3.2 Variations. Because Sellers manage their own fulfillment, shipping methods, carriers, delivery timelines, and fees may differ across products and Sellers.

3.3 Questions. For questions regarding shipping for a specific order or product, please contact the Seller using the contact details available on the product and/or Seller page.

4. Returns, Exchanges, and Refunds

4.1 Seller Policies Apply. Returns, exchanges, and refunds are administered by the Seller who sold the product. Each Seller’s returns policy may include, without limitation: eligibility criteria, return windows, product condition requirements, exclusions, refund methods (original payment method or store credit), and responsibility for return shipping costs.

4.2 How to Review the Applicable Policy. To review a Seller’s returns policy, visit the Seller’s page and click the “About” section. The Seller’s returns information will be displayed there.

4.3 Initiating a Return. To initiate a return, follow the instructions provided in the applicable Seller policy. You may be required to provide order details, item condition information, and supporting photos, depending on the Seller’s requirements.

4.4 Return windows. Return windows offered by sellers on DogPack Marketplace range from 7 to 90 days from the date of delivery. Some sellers do not accept returns. The specific return window and eligibility criteria applicable to your order are determined by the seller and disclosed on the seller's page prior to purchase.

Return shipping costs are the responsibility of the buyer unless otherwise stated by the seller. Refunds are issued to the original payment method, and processing times may vary by seller.

5. How to Start a Return (Summary)

1. Identify the Seller associated with your order (shown on the product page and/or your order confirmation).

2. Visit the Seller’s page.

3. Click “About” to review the Seller’s returns policy and instructions.

4. Follow the Seller’s instructions to request a return, exchange, or refund.

6. Marketplace Standards and Enforcement

DogPack requires Sellers to (i) clearly disclose shipping fees and delivery estimates, (ii) publish shipping and returns policies in their “About” section, and (iii) comply with applicable consumer protection and e-commerce laws. Sellers who fail to meet these standards may be subject to enforcement actions, including removal from the Marketplace.

7. Support and Escalations

DogPack does not process returns directly. However, if you are unable to reach a Seller, or if you believe a Seller has not followed their published policy, you may contact DogPack Support and we will attempt to facilitate communication.

Support Email: [email protected]

8. Disclaimers

8.1 No Legal Advice. This policy is provided for informational purposes only and does not constitute legal advice.

8.2 Policy Updates. DogPack may update this policy from time to time. Updated versions will be posted on the Marketplace.

8.3 Conflict. In the event of a conflict between this policy and a Seller’s published policy, the Seller’s policy will govern with respect to that Seller’s products, except where prohibited by law or where DogPack has expressly stated additional requirements.

Shipping & Returns Policy