Shipping & Return
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@greenvinepet.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@greenvinepet.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
COSTS & DESTINATIONS
Currently, we ship to the lower US(except Hawaii, Alaska, and Puerto Rico)and the rest of the world.
SHIPPING TIME
In-stock orders typically ship the next business day, unless otherwise noted on the product page.
For in-stock orders, we'll provide the tracking number within 5 business days. A shipping confirmation email will be sent to your email once the order has shipped. The carrier is USPS, UPS/FedEx. It may take 3-12 days for your shipment to be scanned by USPS, UPS/FedEx. For any third-party shipping, we cannot provide any additional shipping information or documentation. Any delivery dates provided by greenvinepet.com are estimates.
For pre-orders/backorders, please refer to the shipping date on the product page.
SHIPPING CHANGES & Order Cancellation
Before shipping
Order Cancellation: If you cancel orders that haven't entered the shipping process yet, 8% of the products cost will be charged as a processing fee.
Change of Address: No charge fee.
Replacements and exchanges: 10%of Replacement Fee.
After shipping
Order Cancellation: If your order is shipped and cannot be modified, you may reject the package and 10% of the products cost will be charged as a cancellation fee.
Change of Address: If you successfully change your address, $20 will be charged as a processing fee. If you fail to change your address, you may refuse the package and 10% of the products cost will be charged as a reshipping fee.
Replacements and exchanges: If you successfully exchange the item, $20 will be charged as a processing fee. If you fail to change, you may reject the package and 10% of the products cost will be charged as a reshipping fee.
ORDER TRACKING
You can track your order and shipping & handle information on your account if you have registered one on greenvinepet.com. If you haven't registered on our site, you can also track your order here with your order number. For more shipping information, send an email to service@greenvinepet.com We will get back to you in 24 hours.
If you haven't received the bike, however, the logistics order shows the goods have been signed. In this situation, please contact us in 3 business days. Otherwise, after 3 working days, we will no longer deal with this issue, and customers need to contact the corresponding logistics company to solve this issue.