Freuquently Asked Questions
Money Back Guarantee
1) I still have not received my order
Our customers receive their packages 99.99% of the time. Packages may get lost on some rare occasions. If you do not receive your shipment, please contact us at support@buddyharness.net and we will refund 100% of the purchased price.
2) I received a damaged item
If you received a damaged item, please contact us at support@buddyharness.net so that we can assist you. The time frame for returning faulty goods is 30 days after receiving it. Return shipping will be covered by us. If you contact us after the said 30 days time frame, we will not be responsible to refund/replace the goods for you.
Please note: If the item is damaged after using it due to normal wear and tear, cosmetic blemishes, scratches, stains, failures or breakages due to misuse, neglect, or intentional damage, we will not entertain returns for refund/replacement.
Shipping
1) Where do you ship to and from?
We provide international shipping to most parts of the world, free of charge! We have fulfillment centers in the United States & China. Depending on where your shipping country is, our system will route your orders through our network of fulfillment centers and fulfill your order in the most effective and efficient way possible based on your shipping address and stock availability.
2) Do you provide tracking number?
Yes. We upload tracking number as soon as the item ships. You will receive a shipping confirmation email once we upload the tracking number into our system. Please also take note that if you have multiple items in your order, we may ship them separately due to different warehouse locations. In that case, we will upload tracking numbers for each item respectively.
3) Why can't I track my order using the tracking number provided?
Please note that the tracking information provided to you may sometimes only be tracked after 3-4 business days. This happens because the item is still being processed by the carrier and was not scanned and/or updated immediately in their system. If this happens, please track again at a later time.
4) How fast do you ship?
Orders typically processed within 1-3 business days of payment. (Weekends do not count as business days). Shipping time usually takes 5-14 business days. We do our best to ship out as quickly as possible and will update you with tracking information as soon as it ships.
5) I have entered an incorrect address, help!
Please contact us within 5 hours if you need to change an incorrect address. We may not be able to change your shipping address once the 5 hour time frame has passed.