Shipping & Returns

General Terms:

Hickory Dickory Dog reserves the right to update the rules when necessary, and the updated version will be published on www.hickorydickorydog.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Hickory Dickory Dog immediately. All buyers are deemed to accept the rules if they are using the services provided by Hickory Dickory Dog. Hickory Dickory Dog's policy shall prevail.

For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date. The period of Return & Refund request filed exceeds,   Hickory Dickory Dog reserves the right not to provide any after-sales service after that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Hickory Dickory Dog via www.hickorydickorydog.com/contact-us

If Hickory Dickory Dog cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Hickory Dickory Dog has the right to cancel and refund the order.

If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Hickory Dickory Dog has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Hickory Dickory Dog should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.

  Hickory Dickory Dogshall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Hickory Dickory Dog will abide by the policy under this condition.

If Hickory Dickory Dog accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Hickory Dickory Dog's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.

Hickory Dickory Dog shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.

Hickory Dickory Dog shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the policy, agree on refund or redelivery between Hickory Dickory Dog and buyer or others, Hickory Dickory Dog must refund not more than 3 business days, or redelivery not more than 5 business days.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Hickory Dickory Dog. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Hickory Dickory Dog has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by Hickory Dickory Dog Under Various Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

Return & Refund Type Hickory Dickory Dog Rules

For Unshipped Orders  

The Return & Refund request is made after the stated processing time. Hickory Dickory Dog will refund the order. The Return & Refund request is made within the stated processing time. 

Hickory Dickory Dog has 3 business days to process the request after the buyer submits it.

Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.

For Shipped Orders

The Return & Refund request is made after the order has shipped. Hickory Dickory Dog has 10 business days to process the request after the buyer submits it.  

2. Goods Returned in Transit

If the package is sent back to Hickory Dickory Dog during transit for any reason, and the buyer applies for a refund, Hickory Dickory Dog should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Hickory Dickory Dog should begin redelivery within 5 business days of the request date.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Hickory Dickory Dog should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

c. The products need to be returned to Hickory Dickory Dog, if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, Hickory Dickory Dog will make a refund, resend, or accept the return for any of the following cases:

3.1 Orders Delayed

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Hickory Dickory Dog's warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from Hickory Dickory Dog's warehouse.

b. For some special shipping methods, Hickory Dickory Dog cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Hickory Dickory Dog will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

3.2 Orders not Received

Hickory Dickory Dog will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Hickory Dickory Dog takes no responsibility if products have been lost.

b. If the logistics company provides return service to China, Hickory Dickory Dog will put the products in your private inventory and will not refund them when we receive the returned items.

c. Hickory Dickory Dog cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3.3 Products Damaged

Hickory Dickory Dog offers a full refund or a replacement if packages arrived are badly damaged.

Hickory Dickory Dog offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

3.4 Incorrect or Missing Products

Hickory Dickory Dog has a strict quality control process before products are dispatched. 

Hickory Dickory Dog will deal with incorrect or missing products as follows:

a. For incorrect products, Hickory Dickory Dog offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc.,  Hickory Dickory Dog offers a refund or resend if you provide a screenshot of your complaint including name, content and date.

c. For parts missing which doesn’t affect product function, Hickory Dickory Dog may refund partially or resend the missing part; for parts missing which affect product function, Hickory Dickory Dog will resend the product only.

d. For accessories, Hickory Dickory Dog will resend the accessories.

Notes:

For size problem, Hickory Dickory Dog will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

4. Wrong Receipt Information

If the buyer puts wrong receipt information on an order, the buyer should contact us via www.hickorydickorydog.com/contact-ust to request us to update the order with the correct receipt information.

Please note the receipt information correction or order cancellation are not guaranteed.

If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.

If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Hickory Dickory Dog shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.

If the order cannot be corrected or returned, the buyer will bear the losses.

5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Hickory Dickory Dog website, Hickory Dickory Dog should check the proof and give a response within 3 business days.

If the proof checked by Hickory Dickory Dog is not showing the problem clearly, the proof is invalid, and Hickory Dickory Dog has the right to reject the buyer's refund request.

If the buyer's proof shows a problem clearly after being checked by Hickory Dickory Dog, the proof checking time shall be not more than 3 business days, and if the goods need to be returned to get a refund, Hickory Dickory Dog should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned,  Hickory Dickory Dog should refund the order within 3 business days of the refund request.

If proof is valid, and buyer requests redelivery, Hickopry Dickory Dog should redelivery within 5 business days of proof approval. Please note Hickory Dickory Dog has the right to refund order if the redelivery products have no stock, or buyers are able to reorder products when the products are restocked.

5.1 Incorrect or Missing Products

 Hickory Dickory Dog has a strict quality control process before products are dispatched. 

 will deal with incorrect or missing products as follows:

a. For incorrect products, Hickory Dickory Dog offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., Hickory Dickory Dog offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c. For parts missing which doesn’t affect product function, Hickory Dickory Dog may refund partially or resend the missing part; for parts missing which affect product function, Hickory Dickory Dog will resend the product only.

d. For accessories, Hickory Dickory Dog will resend the accessories.

Notes:

For size problem, Hickory Dickory Dog will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

6. Logistics Issues

6.1 Invalid tracking information

If Hickory Dickory Dog verifies the tracking number is wrong, and the distributor fails to provide the correct one within 4 business days, Hickory Dickory Dog will refund the order.

6.2 Untimely Tracking Info Updates

If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Hickory Dickory Dog will refund order within 3 business days after buyer request.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.3 Too-long of Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and Hickory Dickory Dog fails to provide any valid tracking updated info, the buyer may apply for a refund. Hickory Dickory Dog will refund order within 3 business days as per buyer request.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.4. Shipping Method Limits

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Hickory Dickory Dog lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.

Notes:

When choosing certain shipping methods, the remote addresses will be charged additional cost.

6.5 Force Majeure

Hickory Dickory Dog takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Hickory Dickory Dog will notify you via email.

6.6 Destination Limits

Due to limited international transportation, Hickory Dickory Dog will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan  Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

7. Other

 Hickory Dickory Dog takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Hickory Dickory Dog will notify you by email.