Refund and Return Policy

We are committed to providing you and your pet with a satisfying shopping experience. If you are not satisfied with the product you received, please refer to the following policy.

I. Scope of Application

This policy applies to all products purchased from the Tongzhishu official website and authorized channels.

II. Refund and Return Conditions

Eligible Situations:

Wrong/Missing Product: The product you received does not match your order or is missing.

Product Quality Issues: The product is damaged, deteriorated, or unusable upon receipt (this does not include pets' dislike of the food).

Transport Damage: The product is severely damaged during delivery (please inspect the packaging upon signing for it; any damage may result in rejection).

Invalid Situations:

Palatability issues due to individual pet differences (e.g., pets dislike the food).

Personal reasons other than quality issues (e.g., dislike of color, wrong size [for clothing], pets dislike of playing with toys [for toys]).

Consumables have been opened and used beyond reasonable limits, affecting resale.

III. Process and Time Limit

Contacting Customer Service: Please contact us via email or online customer service within 7 days of receiving the product and provide your order number, a description of the issue, and photo or video evidence.

Review and Feedback: Our customer service will review your request and provide a solution within 1-3 business days.

Return: After approval, please return the product to the address provided by customer service within 3 days (please keep the original packaging and all accessories intact).

Refund: Once we have received and confirmed the returned product, we will process a refund via the original payment method within 3-5 business days.

IV. Special Notes

Refund Amount: The refund will be the actual amount paid for the product. Shipping costs will not be refunded. (If the return is due to our fault, such as misdelivery or quality issues, we will cover the return shipping costs.)

Refund Methods

Please email tsz-wzm@jd9jd.com before returning the product.

Once your return request is approved, we will arrange for the return (Tongshuzhi will not cover return shipping costs if the product is defective). After receiving the product, you will receive a refund via your original payment method within 14 business days.

Policy Updates: Tongshuzhi reserves the right to update this policy without prior notice. Please refer to the most current version of this page for details.