CUSTOMER SERVICE POLICY
our customer service team adheres to the service principles of professionalism, rigor, sincerity and efficiency, providing full-cycle high-quality shopping consulting, order tracking and after-sales guarantee services for all global customers who purchase k9 ballistics heavy-duty pet gear. we fully understand that our products belong to professional industrial-grade durable pet equipment, involving professional parameters such as material toughness, structural stability, size matching, anti-chewing performance and installation methods. therefore, we provide comprehensive and detailed pre-sales professional guidance to ensure that every customer can accurately select the most suitable pet equipment according to their dog’s breed, size, chewing habits and usage scenarios, and avoid purchase errors and resource waste caused by parameter misunderstanding.
during the pre-purchase consultation stage, our professional team can answer all your professional questions, including the difference between ballistic-grade materials and ordinary fabrics, the applicable dog breeds of different chew-proof levels, the load-bearing standard of reinforced dog beds, the structural stability and installation skills of metal dog crates, the waterproof and wear-resistant maintenance methods of armor gear, size matching suggestions for large, medium and small dogs, and scenario-based selection suggestions for indoor placement and outdoor training. we provide objective and professional analysis based on real product performance and user feedback, helping customers make rational and accurate purchase decisions.
after the customer completes the order payment, our warehouse team will implement standardized high-standard processing procedures. all k9 heavy-duty products will undergo secondary manual quality inspection before shipment, including fabric stitching firmness test, metal structure stability inspection, product surface defect inspection, accessory completeness verification and packaging safety test. considering the heavy weight and structural particularity of dog beds and dog crates, we adopt thickened shockproof packaging, reinforced outer box protection and professional fixing methods to avoid structural deformation, surface wear and accessory loss during long-distance international transportation.
for unshipped orders, we support free modification of shipping address, recipient information and product specifications. customers only need to contact our customer service team in time after placing an order to adjust the order information to ensure accurate delivery. once the package is scanned and picked up by the logistics carrier, all order information cannot be modified or intercepted. customers are requested to carefully check the order information, product size and shipping address before payment to avoid subsequent logistics problems.
for product damage, structural defects, missing accessories, wrong delivery and packaging damage caused by our production and packaging errors, we provide unconditional after-sales protection. customers only need to provide clear product defect photos, packaging photos and order information, and we will quickly verify the problem and provide fair solutions such as free replacement, full refund, partial refund and supplementary accessories. we strictly abide by the after-sales service commitment, and never shirk responsibilities for product quality problems caused by our side.
we guarantee that all customer consultation messages will be replied within 24 working hours. our working hours are monday to friday us eastern standard time, excluding official us public holidays and weekend rest days. during summer promotion peaks and new product launch periods, due to the surge in customer consultation volume, individual reply time may be slightly delayed. we will reply to all messages in the order of receipt, and every customer can get targeted and detailed manual reply instead of rigid template perfunctory reply.
we attach great importance to every customer’s real use feedback. whether it is recognition of product durability and practicability, or reasonable suggestions for product structure optimization and material upgrading, we will record and feed back to the product research and development team in a timely manner to continuously iterate and upgrade product performance. at the same time, we advocate polite and equal communication. we reserve the right to refuse service and restrict ordering qualifications for malicious harassment, abusive speech and unreasonable excessive demands to maintain a good shopping environment for all customers.