HERO DNA Pet (Cat & Dog) Allergen Testing | Premium Version with 700+ Items
Full Allergen Test Report Reference Overview
Full Genetic Test Report |
||||
|---|---|---|---|---|
| Pet Type | Reference Test Report (SAMPLE) | Test Content Items | Item Content Includes | Number of Report Pages |
| Basic Version 300+ Items | Click to View | 300+ items | Suitable for first-time testing or pets with mild symptoms. Total test items: approx. 362 items. | Up to 20 pages report |
| Advanced Version 700+ Items | Click to View | 700+ items | The test is divided into multiple modules, covering food, environment, additives, nutrients, and chemical/contact sources, including 700+ items | Up to 30 pages report |
Understand your pet's health, starting with genetic testing. Our local Hong Kong laboratory is composed of a professional technical team from the US, with extensive research and R&D conversion experience in genomics and bio-genetic algorithms. The group uses advanced medical equipment and precise testing technology to provide comprehensive services for pets.
Many pet diseases are related to genetic conditions. Through intelligent analysis of health data from individual pet genes and gene-environment interactions, pet genetic testing can effectively and thoroughly prevent pet health and disease risks.
Pet genetic testing allows owners to better understand their pet's innate physical characteristics and traits at the DNA level, providing targeted care suggestions and improving post-natal breeding plans to reduce potential disease risks in pets.
Pets cannot speak and clearly express their conditions to their owners. Therefore, we hope to use precise genetic testing technology to identify hidden diseases in small pets, allowing them to receive timely treatment and enjoy their lives healthily and happily.
Pet Genetic Testing:
- Simple four-step sampling process
- Accuracy rate of over 98%
- Report issued within one month
- Multiple genetic tests
- Only needs to be tested once in a lifetime
Testing Process
- DNA Extraction
Cell samples are lysed and purified to obtain DNA samples - Library Construction
DNA samples are prepared to meet sequencing requirements - Gene Sequencing
Specific DNA fragment base sequences are analyzed on a sequencer - Data Analysis
Sequencing information is analyzed and interpreted - Report Interpretation
Biological information is converted into graphs or text - Report Cycle
Reports are issued within one month of the laboratory receiving the returned sample; progress can be checked online.
* Accuracy > 98%
Sampling Process
It's very easy to perform a genetic test for your pet
- After cleaning your hands, twist open the cap and take out the swab
- Place the swab on the outer top part of your pet's gums and rub back and forth for 10-20 seconds to collect the sample
- Insert the swab into the test tube, tip down, and close the lid
- Reward your pet for being so good
- Mail the sample, just put it in the return envelope and send it back
Sampling Precautions
- Do not allow your pet to eat or play with other pets within one hour before sampling.
- During the entire sampling process, avoid the effective sampling part of the swab from touching anything other than your pet's mouth.
- Ensure the sample is from only one cat or dog.
- If circumstances outside of standard sampling occur, please consult customer service.
- Mail the sample, just put it in the return envelope and send it back
Product Parameters
- Main Material: Cotton swab, test tube, SF Express return bag
- Specification: Pet (Cat & Dog) Allergen Test Kit
Product Size, Exchange & After-sales Terms
By placing an order and making payment on the Pets Thing website, you acknowledge that you have read, understood, and agreed to the following product terms and after-sales arrangements; if there are specific additional terms on the product page, they shall apply in conjunction with these terms.
Size, Color, Packaging, and Origin Description
- Sizes are measured manually and may have a reasonable error of 1-3cm; as all measurements are taken by hand, please refer to the actual product.
- Please measure the required size, placement space, entrance width, pet body type, and weight capacity before purchasing; we do not accept exchanges, returns, or refunds for reasons such as incorrect product size, unsuitable weight capacity, wrong color chosen, or not meeting personal needs after purchase.
- Due to factors such as shooting light, shooting equipment, display settings, and different production batches, there may be slight color differences or detail variations between product images and the actual product. The final color, texture, packaging, and accessories should be based on the actual product.
- Some products are made in China or contain simplified Chinese packaging, simplified Chinese instructions, mainland Chinese specification labels, or original factory packaging; these situations do not constitute a quality issue or a reason for exchange or return.
Exchange, Return, and Refund Restrictions
- To avoid contagious diseases and hygiene risks, please consider your pet's usage needs before purchasing; if the product has been opened, tried, assembled, if packaging tape or boxes have been torn, or if it has pet hair, odors, stains, or any signs of use, we cannot arrange exchanges, returns, or refunds.
- Products that are not in complete, new, and resalable condition, including damaged packaging, incomplete accessories, missing instructions, removed tags, product damage, or incompleteness, will not be eligible for exchange, return, or refund.
- The company is not responsible for damage caused by humans or pets, or damage occurring after delivery by Pets Thing due to use, storage, cleaning, transport, installation, or environmental factors.
- External packaging compression, incompleteness, stains, or wrinkles caused by the shipping company or during delivery, which do not affect the normal use of the product, are not considered product quality issues.
- If obvious errors, damage, or suspected quality issues are found upon receipt, please contact the company within 48 hours of receipt and provide the order number, a complete unboxing video, clear photos, and relevant proof; overdue or insufficient information may result in our refusal to process.
- Pre-ordered, custom-made,代購 (purchased on behalf of), clearance, special offer, consumable, hygiene product, installed, or assembled items, if specified on the product page or confirmed by customer service, generally do not allow cancellation, exchange, or refund.
Wood Products, Pet Furniture, Assembly and Installation Services
- All wood products, including cat trees, scratching posts, cat houses, and pet furniture, may change due to uncontrollable factors such as weather, humidity, rain, thermal expansion and contraction, storage environment, or usage methods; refunds or after-sales arrangements will not be provided after 7 days of receipt, and the company is not responsible for consequences caused by related environmental factors.
- Pet furniture or products involving materials such as wood panels, rattan, hemp, fabric, sponge, plastic, and metal may involve extensive manual production and handling; minor scratches, dust, indentations, color differences, minor imperfections, or manual traces that do not affect overall use are considered normal and not quality issues.
- Regarding assembled goods, if problems arise due to personal installation methods, failure to install according to instructions, uneven placement, loose screws, unsuitable use environment, or pet usage methods, you will be responsible for handling and bearing the related risks.
- Before ordering any assembly products or assembly services from the Pets Thing website, please carefully read the relevant terms of service; these terms describe how our company or installation partners will provide assembly services at your chosen location.
- By placing an order and paying for any assembly or installation service, you agree to the relevant terms of service; once the order is confirmed, related assembly services cannot be canceled, and the installation service fee will not be refunded. This handling fee and cancellation arrangement do not apply to exchange or return cases accepted in accordance with our company's exchange and return policy.
- All purchasers must assess whether the product is suitable for their pet and home environment and assume the risks of use and safety; Pets Thing will not be liable for any accidents, injuries, or losses incurred by any purchaser, pet, third party, or property due to the installation, use, storage, or misuse of the product.
Order Cancellation, Refund Handling Fee & Final Decision Rights
- For customers who request to cancel an order and receive a refund after payment, our company will deduct 20% of the total order amount as an administrative and payment platform handling fee; if the order has been shipped, prepared for shipment, arranged for installation, custom-made, or processed by a supplier, it may not be eligible for cancellation.
- VIP offers, discount codes, gifts, special offers, or promotional activities, if they have separate terms, will apply concurrently with these terms; refund amounts will be based on the actual payment amount, used discounts, and services provided.
- Our company reserves the right to reject all unreasonable, malicious, repetitive, expired, incomplete, or non-compliant requests for exchanges, returns, refunds, order cancellations, and after-sales service.
- In case of any dispute, Pets Thing reserves the right of final decision within the scope permitted by law; these terms do not affect consumer rights that cannot be excluded by law.
HERO DNA Pet (Cat & Dog) Allergen Testing | Premium Version with 700+ Items
| For | Suitable for cats and dogs | Material | Paper/Plastic |
|---|---|---|---|
| Use | Allergen Testing/Health Management | Ship | Free shipping on single item |
Full Allergen Test Report Reference Overview
Full Genetic Test Report |
||||
|---|---|---|---|---|
| Pet Type | Reference Test Report (SAMPLE) | Test Content Items | Item Content Includes | Number of Report Pages |
| Basic Version 300+ Items | Click to View | 300+ items | Suitable for first-time testing or pets with mild symptoms. Total test items: approx. 362 items. | Up to 20 pages report |
| Advanced Version 700+ Items | Click to View | 700+ items | The test is divided into multiple modules, covering food, environment, additives, nutrients, and chemical/contact sources, including 700+ items | Up to 30 pages report |
Understand your pet's health, starting with genetic testing. Our local Hong Kong laboratory is composed of a professional technical team from the US, with extensive research and R&D conversion experience in genomics and bio-genetic algorithms. The group uses advanced medical equipment and precise testing technology to provide comprehensive services for pets.
Many pet diseases are related to genetic conditions. Through intelligent analysis of health data from individual pet genes and gene-environment interactions, pet genetic testing can effectively and thoroughly prevent pet health and disease risks.
Pet genetic testing allows owners to better understand their pet's innate physical characteristics and traits at the DNA level, providing targeted care suggestions and improving post-natal breeding plans to reduce potential disease risks in pets.
Pets cannot speak and clearly express their conditions to their owners. Therefore, we hope to use precise genetic testing technology to identify hidden diseases in small pets, allowing them to receive timely treatment and enjoy their lives healthily and happily.
Pet Genetic Testing:
- Simple four-step sampling process
- Accuracy rate of over 98%
- Report issued within one month
- Multiple genetic tests
- Only needs to be tested once in a lifetime
Testing Process
- DNA Extraction
Cell samples are lysed and purified to obtain DNA samples - Library Construction
DNA samples are prepared to meet sequencing requirements - Gene Sequencing
Specific DNA fragment base sequences are analyzed on a sequencer - Data Analysis
Sequencing information is analyzed and interpreted - Report Interpretation
Biological information is converted into graphs or text - Report Cycle
Reports are issued within one month of the laboratory receiving the returned sample; progress can be checked online.
* Accuracy > 98%
Sampling Process
It's very easy to perform a genetic test for your pet
- After cleaning your hands, twist open the cap and take out the swab
- Place the swab on the outer top part of your pet's gums and rub back and forth for 10-20 seconds to collect the sample
- Insert the swab into the test tube, tip down, and close the lid
- Reward your pet for being so good
- Mail the sample, just put it in the return envelope and send it back
Sampling Precautions
- Do not allow your pet to eat or play with other pets within one hour before sampling.
- During the entire sampling process, avoid the effective sampling part of the swab from touching anything other than your pet's mouth.
- Ensure the sample is from only one cat or dog.
- If circumstances outside of standard sampling occur, please consult customer service.
- Mail the sample, just put it in the return envelope and send it back
Product Parameters
- Main Material: Cotton swab, test tube, SF Express return bag
- Specification: Pet (Cat & Dog) Allergen Test Kit
Product Size, Exchange & After-sales Terms
By placing an order and making payment on the Pets Thing website, you acknowledge that you have read, understood, and agreed to the following product terms and after-sales arrangements; if there are specific additional terms on the product page, they shall apply in conjunction with these terms.
Size, Color, Packaging, and Origin Description
- Sizes are measured manually and may have a reasonable error of 1-3cm; as all measurements are taken by hand, please refer to the actual product.
- Please measure the required size, placement space, entrance width, pet body type, and weight capacity before purchasing; we do not accept exchanges, returns, or refunds for reasons such as incorrect product size, unsuitable weight capacity, wrong color chosen, or not meeting personal needs after purchase.
- Due to factors such as shooting light, shooting equipment, display settings, and different production batches, there may be slight color differences or detail variations between product images and the actual product. The final color, texture, packaging, and accessories should be based on the actual product.
- Some products are made in China or contain simplified Chinese packaging, simplified Chinese instructions, mainland Chinese specification labels, or original factory packaging; these situations do not constitute a quality issue or a reason for exchange or return.
Exchange, Return, and Refund Restrictions
- To avoid contagious diseases and hygiene risks, please consider your pet's usage needs before purchasing; if the product has been opened, tried, assembled, if packaging tape or boxes have been torn, or if it has pet hair, odors, stains, or any signs of use, we cannot arrange exchanges, returns, or refunds.
- Products that are not in complete, new, and resalable condition, including damaged packaging, incomplete accessories, missing instructions, removed tags, product damage, or incompleteness, will not be eligible for exchange, return, or refund.
- The company is not responsible for damage caused by humans or pets, or damage occurring after delivery by Pets Thing due to use, storage, cleaning, transport, installation, or environmental factors.
- External packaging compression, incompleteness, stains, or wrinkles caused by the shipping company or during delivery, which do not affect the normal use of the product, are not considered product quality issues.
- If obvious errors, damage, or suspected quality issues are found upon receipt, please contact the company within 48 hours of receipt and provide the order number, a complete unboxing video, clear photos, and relevant proof; overdue or insufficient information may result in our refusal to process.
- Pre-ordered, custom-made,代購 (purchased on behalf of), clearance, special offer, consumable, hygiene product, installed, or assembled items, if specified on the product page or confirmed by customer service, generally do not allow cancellation, exchange, or refund.
Wood Products, Pet Furniture, Assembly and Installation Services
- All wood products, including cat trees, scratching posts, cat houses, and pet furniture, may change due to uncontrollable factors such as weather, humidity, rain, thermal expansion and contraction, storage environment, or usage methods; refunds or after-sales arrangements will not be provided after 7 days of receipt, and the company is not responsible for consequences caused by related environmental factors.
- Pet furniture or products involving materials such as wood panels, rattan, hemp, fabric, sponge, plastic, and metal may involve extensive manual production and handling; minor scratches, dust, indentations, color differences, minor imperfections, or manual traces that do not affect overall use are considered normal and not quality issues.
- Regarding assembled goods, if problems arise due to personal installation methods, failure to install according to instructions, uneven placement, loose screws, unsuitable use environment, or pet usage methods, you will be responsible for handling and bearing the related risks.
- Before ordering any assembly products or assembly services from the Pets Thing website, please carefully read the relevant terms of service; these terms describe how our company or installation partners will provide assembly services at your chosen location.
- By placing an order and paying for any assembly or installation service, you agree to the relevant terms of service; once the order is confirmed, related assembly services cannot be canceled, and the installation service fee will not be refunded. This handling fee and cancellation arrangement do not apply to exchange or return cases accepted in accordance with our company's exchange and return policy.
- All purchasers must assess whether the product is suitable for their pet and home environment and assume the risks of use and safety; Pets Thing will not be liable for any accidents, injuries, or losses incurred by any purchaser, pet, third party, or property due to the installation, use, storage, or misuse of the product.
Order Cancellation, Refund Handling Fee & Final Decision Rights
- For customers who request to cancel an order and receive a refund after payment, our company will deduct 20% of the total order amount as an administrative and payment platform handling fee; if the order has been shipped, prepared for shipment, arranged for installation, custom-made, or processed by a supplier, it may not be eligible for cancellation.
- VIP offers, discount codes, gifts, special offers, or promotional activities, if they have separate terms, will apply concurrently with these terms; refund amounts will be based on the actual payment amount, used discounts, and services provided.
- Our company reserves the right to reject all unreasonable, malicious, repetitive, expired, incomplete, or non-compliant requests for exchanges, returns, refunds, order cancellations, and after-sales service.
- In case of any dispute, Pets Thing reserves the right of final decision within the scope permitted by law; these terms do not affect consumer rights that cannot be excluded by law.
Latest Exclusive Offers
Choose the best for your furry friend and discover our exclusive discounts and selected offers.
Pets Thing VIP Membership
Spend more, unlock higher tiers, and enjoy stronger storewide member discounts, birthday-month perks, and member activity alerts.
Exclusive Full-Amount Discount
Unlimited pet love! Spend $4000 across the entire store and enter the discount code at checkout to enjoy a massive $400 discount. This applies to everything from main food and toys to large accessories!
Subscribe to our latest offers
Subscribe now and enjoy 5% off your first order (for purchases over $400).
* Cannot be combined with other discount codes.
Latest Pet Carrier Offer
Purchase an airline-approved pet carrier and get 20% off a water dispenser or other pet carrier accessories.
Latest Pet Stroller Offer
Purchase a pet stroller and enter the discount code to enjoy a $50 discount.
* Cannot be combined with other discounts.
Latest Cat Tree Offer
Spend $600 on cat trees and enter the discount code to enjoy an $80 discount.
* Cannot be combined with other discounts.
Water Dispenser and Filter Add-on Offer
Purchase a water dispenser and add a filter in the same order, then enter the discount code at checkout to get the filter for half price.
* Cannot be combined with other discount codes.
Show Off Your Pet's Beautiful Photos Program
Good things are meant to be shared! After purchasing any product, upload a photo of your pet with the product on the product page and leave a Google review. Upon verification, you will receive $30 store credit for your next purchase.
Leatheraft Harness & Leash Offer
Upgrade your dog's gear with high-quality and safe new equipment! Purchase any 2 items from the "Dog Harness & Leash" series and enter the discount code at checkout to enjoy a 10% discount.
Canadian Pet Supplements Offer
Protect your pet's health! Purchase any 2 items from the "Canadian Pet Supplements" series and enter the discount code at checkout to enjoy a 12% discount.
Pet Testing Series Offer
Deeply understand your pet's genes and health! Purchase any 2 items from the "Pet Testing" series and enter the discount code at checkout to enjoy a massive $100 discount.
Latest Exclusive Offers
Choose the best for your furry friend and discover our exclusive discounts and selected offers.
Pets Thing VIP Membership
Spend more, unlock higher tiers, and enjoy stronger storewide member discounts, birthday-month perks, and member activity alerts.
Exclusive Full-Amount Discount
Unlimited pet love! Spend $4000 across the entire store and enter the discount code at checkout to enjoy a massive $400 discount. This applies to everything from main food and toys to large accessories!
Subscribe to our latest offers
Subscribe now and enjoy 5% off your first order (for purchases over $400).
* Cannot be combined with other discount codes.
Latest Pet Carrier Offer
Purchase an airline-approved pet carrier and get 20% off a water dispenser or other pet carrier accessories.
Latest Pet Stroller Offer
Purchase a pet stroller and enter the discount code to enjoy a $50 discount.
* Cannot be combined with other discounts.
Latest Cat Tree Offer
Spend $600 on cat trees and enter the discount code to enjoy an $80 discount.
* Cannot be combined with other discounts.
Water Dispenser and Filter Add-on Offer
Purchase a water dispenser and add a filter in the same order, then enter the discount code at checkout to get the filter for half price.
* Cannot be combined with other discount codes.
Show Off Your Pet's Beautiful Photos Program
Good things are meant to be shared! After purchasing any product, upload a photo of your pet with the product on the product page and leave a Google review. Upon verification, you will receive $30 store credit for your next purchase.
Leatheraft Harness & Leash Offer
Upgrade your dog's gear with high-quality and safe new equipment! Purchase any 2 items from the "Dog Harness & Leash" series and enter the discount code at checkout to enjoy a 10% discount.
Canadian Pet Supplements Offer
Protect your pet's health! Purchase any 2 items from the "Canadian Pet Supplements" series and enter the discount code at checkout to enjoy a 12% discount.
Pet Testing Series Offer
Deeply understand your pet's genes and health! Purchase any 2 items from the "Pet Testing" series and enter the discount code at checkout to enjoy a massive $100 discount.
Return, Exchange, and Refund Policy
To protect the rights of both parties, please carefully read the following after-sales and service terms established by Pets Thing. Placing an order signifies your agreement and acceptance of the following terms and conditions.
Delivery and Receipt Guidelines
- Please do not reject the product when it is dispatched. Delivery and notifications will be handled by the courier company. If you find any issues after receiving the goods, please take photos immediately for proof and contact Pets Thing customer service.
- Please note that any additional charges incurred due to refusal of delivery or failure to collect the package within the specified time will be borne by the customer.
- Our company will not be liable for any damage, delay, or non-delivery of goods caused by the courier company or adverse weather conditions (such as Typhoon Signal No. 8 or above, or Black Rainstorm Warning).
- If the customer chooses self-pickup as the collection method, the pickup period is within two weeks after placing the order (Monday to Friday, excluding Saturdays, Sundays, and public holidays). Failure to pick up within the specified period will be considered an abandoned order.
- Each order is limited to a single delivery address.
- Our company is not responsible for non-delivery or delays caused by incomplete or incorrect recipient address, phone number, name, or delivery information provided by the customer. Customers should follow up or contact SF Express directly.
- If the customer entrusts the delivery person to leave the goods at the door of the address or with the building management for collection, the customer shall bear the risk of loss or damage to the goods.
- We do not accept refund applications due to delays in goods transportation caused by the pandemic.
⚠️ Order Cancellation and Handling Fee Notice
For customers who have already paid but request our company to cancel the order and issue a refund, our company will deduct 20% of the total order amount as a handling fee. Once an order is confirmed, related assembly services cannot be canceled, and the payment for installation services will not be refunded.
Situations Not Eligible for Return or Exchange
The following situations will not be eligible for exchange, return, or refund processing:
- We do not accept returns or exchanges due to personal reasons such as incorrect product size, wrong color selection, or not meeting personal needs after purchase. It is recommended to confirm clearly before purchasing.
- To avoid contagious diseases, please consider the needs of your pet before purchasing. If the product has been unsealed and used (e.g., packaging tape or box has been torn off), returns or exchanges will not be accepted.
- The goods are not in their original complete packaging, or are damaged, broken, or incomplete.
- The goods are damaged by human error, or damage occurred after Pets Thing delivered the product.
- Packaging is crushed, incomplete, or wrinkled due to the transportation company (but does not affect the normal use of the product).
- Product image colors may have some color difference due to shooting lighting conditions or individual screen settings; the actual product shall prevail. No exchange service will be provided due to color difference issues.
- All wooden products (including cat trees, scratching posts, cat houses, etc.) may be affected by uncontrollable factors such as weather conditions (e.g., humidity, rain, thermal expansion and contraction). No refunds or after-sales arrangements will be provided after 7 days of receipt. Our company is not responsible for consequences caused by environmental factors.
- Pet furniture (such as wooden boards, rattan surfaces, hemp materials, etc.) involves a large amount of manual production and undergoes multiple manual processes before shipment. Minor scratches, dust, or small imperfections on the surface are considered normal (and do not affect overall use) and are not quality issues. Please consider carefully before placing an order.
- Regarding assembled goods, any problems arising from individual installation methods must be handled by the customer. All purchasers must bear the safety risks of use, and Pets Thing will not be responsible for any accidents or injuries occurring to any purchasers.
Exchange Policy and Procedure
- Exchange Period: If there is a product quality issue, or the product item/quantity does not match the order, please contact customer service immediately on the day of delivery. You can request an exchange within 7 days from the date of receipt. Requests made after this period will not be accepted.
- Return Period: After making an exchange request, please return the item to our warranty center within 3 days. Requests made after this period will not be accepted.
- Proof of Exchange: The order number and original valid receipt must be presented at the time of exchange. Each order is limited to one exchange.
-
Exchange Standard:
- If the product issue affects overall operation, the replacement product must be returned with complete packaging and accessories.
- If the product issue affects only partial operation, Pets Thing will replace the problematic part, not the entire product. - Shipping Costs: All shipping costs incurred due to returns or exchanges must be borne by the customer.
- Processing Time: Return processing takes one to three weeks (calculated from the date of receipt of the returned item). Once the process is complete, customer service will notify the customer of the details.
- Refund Arrangement: Our company generally does not offer refund services. If a refund is agreed upon by our company, Pets Thing will use the same payment method used by the customer at the time of purchase for the refund. Please note that refund times may vary depending on different banks or credit card companies.
- Our company reserves the right to refuse all unreasonable exchange or return requests.
Contact Us
If you need to return or exchange an item or have any inquiries, please feel free to contact Pets Thing Customer Service:
Return, Exchange, and Refund Policy
To protect the rights of both parties, please carefully read the following after-sales and service terms established by Pets Thing. Placing an order signifies your agreement and acceptance of the following terms and conditions.
Delivery and Receipt Guidelines
- Please do not reject the product when it is dispatched. Delivery and notifications will be handled by the courier company. If you find any issues after receiving the goods, please take photos immediately for proof and contact Pets Thing customer service.
- Please note that any additional charges incurred due to refusal of delivery or failure to collect the package within the specified time will be borne by the customer.
- Our company will not be liable for any damage, delay, or non-delivery of goods caused by the courier company or adverse weather conditions (such as Typhoon Signal No. 8 or above, or Black Rainstorm Warning).
- If the customer chooses self-pickup as the collection method, the pickup period is within two weeks after placing the order (Monday to Friday, excluding Saturdays, Sundays, and public holidays). Failure to pick up within the specified period will be considered an abandoned order.
- Each order is limited to a single delivery address.
- Our company is not responsible for non-delivery or delays caused by incomplete or incorrect recipient address, phone number, name, or delivery information provided by the customer. Customers should follow up or contact SF Express directly.
- If the customer entrusts the delivery person to leave the goods at the door of the address or with the building management for collection, the customer shall bear the risk of loss or damage to the goods.
- We do not accept refund applications due to delays in goods transportation caused by the pandemic.
⚠️ Order Cancellation and Handling Fee Notice
For customers who have already paid but request our company to cancel the order and issue a refund, our company will deduct 20% of the total order amount as a handling fee. Once an order is confirmed, related assembly services cannot be canceled, and the payment for installation services will not be refunded.
Situations Not Eligible for Return or Exchange
The following situations will not be eligible for exchange, return, or refund processing:
- We do not accept returns or exchanges due to personal reasons such as incorrect product size, wrong color selection, or not meeting personal needs after purchase. It is recommended to confirm clearly before purchasing.
- To avoid contagious diseases, please consider the needs of your pet before purchasing. If the product has been unsealed and used (e.g., packaging tape or box has been torn off), returns or exchanges will not be accepted.
- The goods are not in their original complete packaging, or are damaged, broken, or incomplete.
- The goods are damaged by human error, or damage occurred after Pets Thing delivered the product.
- Packaging is crushed, incomplete, or wrinkled due to the transportation company (but does not affect the normal use of the product).
- Product image colors may have some color difference due to shooting lighting conditions or individual screen settings; the actual product shall prevail. No exchange service will be provided due to color difference issues.
- All wooden products (including cat trees, scratching posts, cat houses, etc.) may be affected by uncontrollable factors such as weather conditions (e.g., humidity, rain, thermal expansion and contraction). No refunds or after-sales arrangements will be provided after 7 days of receipt. Our company is not responsible for consequences caused by environmental factors.
- Pet furniture (such as wooden boards, rattan surfaces, hemp materials, etc.) involves a large amount of manual production and undergoes multiple manual processes before shipment. Minor scratches, dust, or small imperfections on the surface are considered normal (and do not affect overall use) and are not quality issues. Please consider carefully before placing an order.
- Regarding assembled goods, any problems arising from individual installation methods must be handled by the customer. All purchasers must bear the safety risks of use, and Pets Thing will not be responsible for any accidents or injuries occurring to any purchasers.
Exchange Policy and Procedure
- Exchange Period: If there is a product quality issue, or the product item/quantity does not match the order, please contact customer service immediately on the day of delivery. You can request an exchange within 7 days from the date of receipt. Requests made after this period will not be accepted.
- Return Period: After making an exchange request, please return the item to our warranty center within 3 days. Requests made after this period will not be accepted.
- Proof of Exchange: The order number and original valid receipt must be presented at the time of exchange. Each order is limited to one exchange.
-
Exchange Standard:
- If the product issue affects overall operation, the replacement product must be returned with complete packaging and accessories.
- If the product issue affects only partial operation, Pets Thing will replace the problematic part, not the entire product. - Shipping Costs: All shipping costs incurred due to returns or exchanges must be borne by the customer.
- Processing Time: Return processing takes one to three weeks (calculated from the date of receipt of the returned item). Once the process is complete, customer service will notify the customer of the details.
- Refund Arrangement: Our company generally does not offer refund services. If a refund is agreed upon by our company, Pets Thing will use the same payment method used by the customer at the time of purchase for the refund. Please note that refund times may vary depending on different banks or credit card companies.
- Our company reserves the right to refuse all unreasonable exchange or return requests.
Contact Us
If you need to return or exchange an item or have any inquiries, please feel free to contact Pets Thing Customer Service:
