This Shipping & Returns Policy applies to all orders placed on https://ppoffriend.com/ (“Site”) operated by PPOF FRIEND / QAVLEN.LLC.
Company: QAVLEN.LLC
Address: 1 Mid Rivers Mall Dr Ste 230, Saint Peters, MO 63376, USA
Email: support@ppoffriend.com
1. Shipping Information
1.1 Processing Time
- Orders are typically processed within 1–3 business days (Monday–Friday, excluding public holidays).
- During peak seasons, promotions, or holidays, processing may take slightly longer.
1.2 Shipping Methods & Delivery Time
We work with reliable shipping carriers to deliver your order safely. Approximate delivery times:
- Domestic (within the U.S.): 3–10 business days after dispatch
- International (if available): 7–20 business days after dispatch
Actual delivery time may vary depending on destination, carrier, customs clearance, weather conditions, and other factors beyond our control.
1.3 Shipping Fees
- Shipping costs are calculated at checkout based on your delivery address, selected shipping method, and order weight/size.
- Any applicable taxes, duties, or customs fees for international orders are the responsibility of the customer.
1.4 Order Tracking
- Once your order is shipped, you will receive a shipping confirmation email with a tracking number (where available).
- You can use this tracking number to check the delivery status on the carrier’s website.
1.5 Incorrect Shipping Information
- Please ensure your shipping address and contact information are correct when placing an order.
- We are not responsible for delayed or lost shipments due to incorrect or incomplete addresses provided by the customer.
- If you realize there is an error, contact us as soon as possible at support@ppoffriend.com. If the order has not yet shipped, we will do our best to update the information.
2. Returns & Exchanges
We want you and your pets to be happy with your purchase. If you are not satisfied, please review our return conditions below.
2.1 Eligibility for Returns
Subject to the conditions below, we generally accept returns for most unused, unopened, and resellable products.
We typically do not accept returns for:
- Opened or partially used pet food, treats, or consumable products (for safety and hygiene reasons)
- Items that have been damaged, altered, or heavily used by the customer
- Items returned without original packaging, tags, or accessories (if applicable)
- Clearance, “final sale”, or otherwise non‑returnable items clearly marked on the product page
If you are unsure whether your item is eligible for return, please contact us before sending it back.
2.2 Return Window
- You may request a return within 30 days from the date you receive your order.
- To initiate a return, please contact us at support@ppoffriend.com with your order number, item(s) you wish to return, and the reason for return.
2.3 Condition of Returned Items
- Items must be returned in original condition, unused, unwashed, and with all original packaging, labels, and accessories included.
- We reserve the right to refuse returns that do not meet these conditions or to charge a restocking fee in certain cases.
2.4 Return Shipping Costs
- If the return is due to our error (e.g., wrong item received, defective product, damaged in transit), we will provide instructions and usually cover or reimburse reasonable return shipping costs.
- If the return is due to other reasons (e.g., you changed your mind, ordered the wrong size/color), the customer is generally responsible for return shipping costs.
3. Refunds
3.1 Refund Method
- Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund.
- Approved refunds will be issued to your original method of payment (credit card, PayPal, etc.), unless otherwise agreed.
3.2 Refund Amount
- The refund typically covers the product price paid, excluding original shipping fees, unless the return is due to our error.
- In cases of used, damaged, or incomplete returns, we may provide a partial refund or decline the refund.
3.3 Processing Time
- Please allow 5–10 business days after we receive your return for inspection and processing.
- The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
4. Exchanges
- For size, color, or style exchanges, please contact us at support@ppoffriend.com with your order details.
- In many cases, the fastest way is to:
- Return the item for a refund (if eligible), and
- Place a new order for the item you prefer.
- Exchange availability is subject to stock.
5. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered:
- Contact us at support@ppoffriend.com within 7 days of delivery.
- Provide your order number, a description of the issue, and clear photos or videos if possible.
- We will review your case and offer an appropriate solution, which may include a replacement, partial/full refund, or other suitable remedy.
6. Lost or Delayed Shipments
- If your package shows as “delivered” but you have not received it, please first check with neighbors, family members, building management, or your local post office/carrier.
- If the package is significantly delayed or appears lost, contact us with your order number and tracking information.
- We will coordinate with the carrier to investigate. Resolution options (replacement, refund, etc.) may depend on the carrier’s outcome.
7. International Orders (If Available)
For international customers (if we ship to your country):
- You are responsible for any import duties, taxes, or customs fees imposed by your local authorities.
- Delays caused by customs inspections or local postal services are beyond our control.
- Some items may be restricted or prohibited for import into certain countries; it is your responsibility to ensure that the products you order are allowed in your country.
8. Contact Us
If you have any questions about our Shipping & Returns Policy, or need help with a specific order, please contact:
PPOF FRIEND / QAVLEN.LLC
Address: 1 Mid Rivers Mall Dr Ste 230, Saint Peters, MO 63376, USA
Email: support@ppoffriend.com
We will do our best to assist you promptly.