Customer Service

Introduction.
We are always keen and willing to assist our clients with any issues, problems, suggestions, compliments or concerns that they might have.  Please feel free to contact us by either e-mail or fax, and we will normally respond within 48 hours.
•    E-mail :  info@wagtrade.com
•    Fax :  +852 2234 0390

Methods of Payment.
We accept payment by Visa, Mastercard, American Express, Discover, e-checks, bank transfers and PayPal. 

All financial transactions on this site are undertaken by PayPal – a world leader in financial security technology – and, when you shop on this Website, you do so without ever exposing your sensitive financial information to Wagtrade Designs.  This is how it works:
•    As soon as you click "Checkout" , you are automatically transferred from the Website to the secure PayPal server.
•    The "Checkout" page has been made to look like a Wagtrade Designs page, however it is a completely separate and secure PayPal operated page.
•    You enter your financial information (credit card numbers etc), and once the transaction is completed, you are transferred back to the Wagtrade Designs website.
•    Wagtrade Designs then receives the transaction payment from PayPal, without ever seeing or knowing your sensitive financial information.

You can rest assured that your sensitive financial information is secure with PayPal, as it has a state-of-the-art program to prevent fraud, as follows:
•    State-of-the-Art Technology – utilizing the latest and most sophisticated fraud prevention tools to stop cyber crime.
•    24/7 Transaction Monitoring – a dedicated specialist team to help protect you from fraud and identity theft.
•    Cutting-edge Fraud Models – each and every transaction undertaken is reviewed by industry-leading, propriety models that help weed out fraudulent activity.
•    PayPal Verification System

Sizing.
To ensure the item purchased fits your pet correctly, it is essential that you measure your pet in accordance with our sizing chart where all of our products are measured both in inches and centimetres.  Please note that you should not purchase an item based upon your pet's breed or weight, as these are not accurate criteria for sizing. 

For sizing advice, please see the "Sizing Chart" – the button is at the bottom left hand side of the item description page, or e-mail us at info@wagtrade.com
 
Prices and Tax.
All prices are quoted in U.S. Dollars (US$), and are subject to change without notice. 

This is an international sales site and, as such, the purchaser is responsible for any taxes, duties or other liabilities imposed by any governmental agency, including without limitation, any customs duty, import duties, goods and services taxes or any value added or Goods and Services taxes (including applicable sales and state taxes) imposed on any products, services acquired or ordered from this website.   

In the event that goods are returned to us for exchange or refund, it must be noted that the taxes, duties or other liabilities will not be refunded by us.  

Shipping.
We are an international website, and we ship to the continental U.S.A., Europe, Middle East (limited countries), the Far East, together with Australia and New Zealand.  The countries to which we ship may be checked by pressing the "Country" drop down menu within the "Checkout" section. 

Shipping is a flat-rate US$7 per consignment for these countries, except for Hong Kong which is US$2.  The goods will be shipped via Express Mail Service (EMS), U.S. Postal Service, courier or trackable International Air Mail.  The shipping rate is reviewed periodically, and is subject to change without notice.

Delivery will normally take between 7 to 15 working days from ordering, dependant upon destination.  These times are indicative only, and we will not be held liable for any delays caused within the courier or postal services.

We are happy to quote for shipping to other countries, and should you wish a quote, please e-mail us at info@wagtrade.com

Cancelling an Order.
Regrettably, orders cannot be cancelled once you have completed the checkout process.

Product Availability.
The vast majority of our orders are dispatched to our clients within one to two business days.  Occasionally we may find that an order cannot be fulfilled due to it being out of stock, and should you wish to know the item's stocking schedule, please e-mail us at info@wagtrade.com

Product Descriptions & Images.
We do our utmost to ensure that we provide accurate, complete and representative descriptions of our products.  However, we do not warrant that descriptions, photos or any other content are wholly accurate or error-free, and there may be typographical errors, inaccuracies or that the content may not be complete or current. It should be noted that colour variations may also occur due to monitor settings or capabilities, and that descriptions may be incomplete due to human error.

We strive to correct errors when discovered, however we reserve the right to revoke any offer and to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice.  Please note that such errors may relate to pricing and availability, and we reserve the right to cancel or refuse any order placed based on incorrect pricing or availability information.

If a product offered by us is not as described, the sole remedy is to return it in its original and unused condition.  We apologise for any inconvenience caused.

Exchange & Return Policy.
Your satisfaction is of the utmost importance to Wagtrade Designs. 

If you are not totally happy with your purchase, the item may be exchanged for another item of equal value if returned to us in mint, unused condition with its packaging in original condition within 25 days of the date of order, together with a brief explanation of the problem.  The customer is responsible for all both ways shipping and packaging costs, the restocking fee (see below) and Wagtrade Designs will not be responsible for any lost or misdirected returns.

In addition, any item with a manufacturing defect may be returned to Wagtrade Designs within 30 days from the date of ordering.  The item will be examined and, if found to be defective, it will be replaced without question and replaced.  If a replacement item is not available, then a refund the full cost of the goods will be made.  No shipping charge will be made in respect of replacement for defective items.

It should be noted that refunds will be made for defective merchandise only.

Non-Deliverable, Refused & Unclaimed Orders.
If an order is returned, refused or unclaimed due to customer refusal, absence or the customer providing incorrect shipping information (invalid, unknown or insufficient address details), we will endeavour to contact the customer by e-mail or telephone to resolve the matter.

Please ensure that you provide a full and correct shipping address, and that there is someone available to receive your order.  Any order that requires re-shipping at the customer's request, will be liable to a re-shipping fee.

Restocking Fees.
A standard restocking fee of US$5 or 10% of the item's cost, whichever is the greater, will be levied for each restocked item.

Wholesale Enquiries.
Whilst this is a retail site, Wagtrade Designs can provide goods to selected pet professionals on a wholesale basis.  For further information, please click on the "Wholesale" menu option at the top of the page.