Shippings and Returns Policy

At PPofFriend, we are committed to delivering quality pet products to your doorstep with care and efficiency. Our goal is to ensure a smooth shopping experience for you and happiness for your furry friends. Please review our detailed shipping and returns policy below.

1. Shipping Policy

1.1 Processing Time

• All orders are processed within 1-3 business days (Monday to Friday, excluding public holidays) after payment verification.
• You will receive an order confirmation and shipping confirmation email with tracking information once your order has been dispatched.

1.2 Shipping Destinations & Carriers

• We offer worldwide shipping from our fulfillment centers.
• Shipping rates and delivery times vary depending on the destination country, product weight/dimensions, and selected shipping method.
• We partner with reliable international carriers such as DHL, FedEx, UPS, and local postal services to ensure your package arrives safely.

1.3 Shipping Costs & Delivery Times

Note: Delivery times are estimates and do not include customs clearance delays. Shipping costs are automatically calculated based on your shipping address during checkout.

1.4 Customs, Duties & Taxes

• International shipments may be subject to import duties, taxes, and customs fees, which are determined by your local customs authority once the package arrives in your country.
• PPofFriend is not responsible for these charges; they are the buyer’s responsibility. We recommend checking with your local customs office for more information.
• Please ensure your shipping address is accurate and complete to avoid delivery issues or additional fees.

1.5 Tracking Your Order

• Once shipped, you will receive a tracking number via email to monitor your package’s journey.
• If you have not received tracking information within 5 business days, please contact us at Yoyo@dramapapa.com.

1.6 Shipping Delays & Lost Packages

• While we strive for on-time delivery, unforeseen circumstances (weather, customs, carrier delays, etc.) may occasionally cause delays.
• If your package is significantly delayed or appears lost in transit, please contact us. We will work with the carrier to locate your shipment and resolve the issue.

2. Returns & Refunds Policy

2.1 Our Satisfaction Guarantee

We stand behind the quality of our products. If you are not completely satisfied with your purchase, you may return eligible items within 30 days of the delivery date for a refund or exchange, subject to the conditions below.

2.2 Eligibility for Returns

• Item must be in original, unused, and resalable condition with all original tags and packaging intact.
• Proof of purchase (order number) is required.
• Certain items are non-returnable for hygiene and safety reasons, including:
  • Opened food or treat products.
  • Used or washed bedding, clothing, or grooming tools.
  • Personalized or custom-made items.

2.3 Return Process

1. Contact Us First: Email Yoyo@dramapapa.com with your order number and reason for return within 30 days of delivery. Our customer service team will provide a Return Authorization (RMA) number and return instructions.
2. Pack & Ship: Securely package the item(s) with the original packaging and include the RMA number. Ship to the return address provided by our team.
3. Return Shipping Cost:
   • If the return is due to our error (wrong or defective item), we will provide a prepaid return label and cover the return shipping cost.
   • If the return is due to customer preference (size, color, etc.), the customer is responsible for return shipping costs.
4. Inspection & Refund: Once we receive and inspect the returned item(s), we will notify you of the approval status. Approved refunds will be processed to the original payment method within 5-10 business days.

2.4 Refunds

• Refunds are issued for the product price only. Original shipping fees are non-refundable unless the return is due to our error.
• Customs duties, taxes, and return shipping costs (for preference-based returns) are not refundable.
• Please allow 10-14 business days for the refund to appear in your account after processing.

2.5 Exchanges

• For exchanges (e.g., different size or color), please follow the return process above and place a new order for the desired item. We recommend doing this promptly to ensure stock availability.

2.6 Damaged, Defective, or Incorrect Items

• If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will arrange a replacement, return label, or refund promptly at no extra cost.
• Photographic evidence of the issue may be required for our quality control records.

3. Important Notes

• Processing times for returns and refunds may be extended during holidays or promotional periods.
• We recommend using a trackable shipping service for returns and retaining your proof of postage until the process is complete.
• This policy applies only to purchases made directly through https://ppoffriend.com/. For purchases through third-party retailers, please refer to their respective policies.

4. Contact Us

For any questions regarding shipping, returns, or your order, please contact our friendly customer support team:

PPofFriend (YOYO Global International Limited)
📧 Email: Yoyo@dramapapa.com
📍 Address: ROOM 602, 6/F, KAI YUE COMMERCIAL BUILDING, NO.2C, ARGYLE STREET, MONGKOK KOWLOON, HONG KONG