Refund & Returns Policy

The short version. Once an item is shelved in our China warehouse you have 5 days to request a return or refund. If the item is wrong, damaged or counterfeit, the seller covers it. If you simply changed your mind, you can still return it, but you pay the return costs: ¥5 per SKU + ¥10 handling + the seller's China-domestic return shipping. Approved refunds are credited to your DogeGoo wallet balance, which you can spend at checkout or withdraw back to the account you paid from.

If you have seen a different return window in our name, this page overrides it. An old template page, carried over unedited from our platform's default content, once advertised a much longer return window. It was never our policy and it does not apply. The window that applies is the 5 days described below, and this page is the authoritative version.

How DogeGoo works, and why the stage matters

DogeGoo is a proxy shopping service: you pick an item from Taobao, Weidian or 1688, our buying team places the order with that seller as your agent, it comes to our China warehouse, and you decide when to ship it on to yourself. Because the goods are bought from an independent seller, what can be undone depends on how far along your order is. The rest of this page is organised by stage.

Stage 1 — the order is not paid yet

You can cancel it yourself. Go to My Account → Orders; while cancelling is still allowed, the order shows a "Cancel order" button. Nothing has been bought, so nothing needs to be returned.

Stage 2 — you have paid, but we have not bought it yet

There is still a window here, and it is worth checking before you contact anyone. While the order shows "Order Pending", an individual item may carry its own "Request refund for this item" button on My Account → Orders — look at the item row, not at the order as a whole.

Two honest caveats. First, whether that button appears is decided per item by our order system, so we cannot promise it will be there — if you see it, you can do this yourself; if you do not, the item has already been purchased from the seller and Stage 3 applies. Second, pressing it cancels the whole item line (every unit of that item — partial quantities are not supported) and submits a refund request: our purchaser then settles it with the seller, so it is a request rather than money moving back immediately. Other items in the same order are not affected. We do not quote a completion time for this path, because the seller's response is what decides it.

If the button is not there, use "Contact us" on the order and tell us what is wrong.

Stage 3 — the item is in our warehouse: your 5-day window

Once an item has been received at our China warehouse, checked in and has appeared on your Warehouse page, you have 5 days from that moment to request a return or refund. The route is My Account → Orders → the item → "Contact us", with photos attached.

If the item is wrong, damaged or counterfeit

The seller covers it and you are refunded in full. The refund is credited to your DogeGoo balance rather than back to your original payment method, and you can put it straight into a replacement order. What decides these cases is evidence, so please: film your unboxing, keep the video, and photograph the problem before handling the item further. We also photograph every item at our warehouse before it ships, so there is a QC record on our side as well.

If you changed your mind

You can still return it inside the 5 days, but the costs are yours: ¥5 per SKU, plus ¥10 handling, plus the seller's China-domestic return shipping (that last part is set by the seller, not by us, so it varies by item and seller). We quote these in yuan on purpose — converting them into a tidy dollar figure would mean inventing a number.

A practical note rather than a policy one: for a cheap item, those fees can come to more than the item is worth. Sometimes keeping it, gifting it or reselling it is simply the better outcome, and we would rather say that than take a return fee off you.

What cannot be returned

Custom and made-to-order items cannot be returned — they were produced for your order specifically. The same applies to clearance items and anything the seller marks as no-return. These restrictions come from the original seller and hold even inside the 5-day window.

Stage 4 — the parcel has shipped or been delivered

Once items are inside a submitted parcel, the entry point moves: use "Contact us" on the parcel itself at My Account → Parcels. After delivery, after-sales runs for 7 days from when you confirm receipt, and in any case no later than day 45 after the parcel was submitted. Keep the unboxing video — for a delivered parcel it is usually the only evidence that exists.

International shipping is a separate decision

You are never committed to shipping something you have decided against. On the Warehouse page you tick items and press Submit parcel, and you see the real shipping lines with real prices for your country. Nothing is charged until you pick a line and pay. If the price is more than you want to spend, you do not have to pay it — you can leave the items and consolidate more of them later so the fixed part of the cost is shared, or fall back to the return route above while your 5 days are running.

Where refunds land

Approved refunds are credited to your DogeGoo wallet balance — not automatically back to your card. Open My Account → Wallet and every transaction is listed with its date and amount, so an arrived refund shows up there as a line. From there you can either spend the balance at checkout by choosing "Pay with myCRED", or send it back to the account you originally paid from with Withdraw. If you need the money returned to a card and Withdraw does not cover your case, email [email protected].

On timing, we will not give you a number. On a return the sequence is: we raise the request → the seller approves → the warehouse ships the item back → the refund is issued once the seller receives it. Every step there depends on the seller, and we have no service-level agreement to hold them to. Any "3-5 business days" figure would be made up, so we do not publish one. What we can do is check what your account currently reports — send us your order number.

Pre-orders

We do not handle pre-orders or pre-sale listings, including listings where the seller takes a deposit now and asks for the balance later. If you have already paid us for one, email [email protected] with your order number and we will refund it.

How to open a request

Item not yet in a parcel: My Account → Orders → the item → "Contact us" (attach photos).
Item already in a submitted or shipped parcel: My Account → Parcels → the parcel → "Contact us".
By email: [email protected] — include your order number, which item it is, and photos or the unboxing video.

Every case is read and handled by a person. The more precisely you describe the problem the first time — order number, which item, what is wrong, evidence attached — the fewer rounds it takes.

Two things we deliberately do not claim

We do not offer a "satisfaction guarantee" or unconditional returns, and we do not claim that everything sold on Taobao, Weidian or 1688 is authentic. We are the buyer standing between you and those sellers, not the manufacturer. What we do commit to is the specific, checkable things on this page: the 5-day window, the exact fees, seller liability for wrong, damaged and counterfeit goods, QC photos before anything ships, and nothing being charged or shipped without your action.

Independent reviews

If you are trying to work out whether DogeGoo is worth trusting, our own page is not the only source you should read. Customers review us on Trustpilot: trustpilot.com/review/dogegoo.com. We link it without quoting from it — go and read it yourself.

FAQ

How long do I have to request a return?

Once an item has arrived at our China warehouse, passed check-in and appeared on your Warehouse page, you have 5 days to request a return or refund from there. For a parcel that has already been delivered to you, after-sales runs for 7 days from when you confirm receipt, and no later than day 45 after the parcel was submitted.

What does a change-of-mind return cost?

A return that is not caused by a problem with the item costs ¥5 per SKU plus ¥10 handling plus the seller's China-domestic return shipping. For an inexpensive item those fees can add up to more than the item is worth, so it is worth checking the numbers before you decide.

Can I cancel an order after I have paid?

Sometimes, but not always, and not at any time. While an order still shows "Order Pending" — meaning we have not bought it from the seller yet — an item may show its own "Request refund for this item" button on My Account → Orders. Whether that button appears is decided per item by our order system, so we cannot promise it will be there. If it is not there, the item has already been purchased and it moves to the warehouse-stage return path instead.

Where does my refund go?

Approved refunds are credited to your DogeGoo wallet balance, not automatically back to your card. From My Account → Wallet you can spend the balance at checkout with "Pay with myCRED", or send it back to the account you originally paid from with Withdraw. If you need it returned to a card and Withdraw does not cover your case, write to [email protected].

What if the item arrives wrong, damaged or fake?

That is on the seller, not on you: wrong, damaged and counterfeit items are covered by the seller and refunded in full. The refund lands in your DogeGoo balance, which you can spend on a replacement order straight away — it does not go back to your card. Keep your unboxing video and take photos before you handle the item — that evidence is what the claim is built on. Every item is also photographed at our warehouse before it ships, so there is a QC record from our side too.

Which items cannot be returned?

Custom and made-to-order items cannot be returned, and neither can clearance items or anything the seller marks as no-return — this applies even inside the 5-day window. This is a restriction from the original seller, not a DogeGoo fee.

How long does a refund take to arrive?

We do not publish a number of days, because it would not be true. On a return, the seller has to approve the request, the warehouse ships the item back, and the refund is issued once the seller receives it — the timing depends on the seller. Rather than quote a figure we cannot stand behind, we would rather you check My Account → Wallet, where every transaction is listed with its date and amount, and contact us if it has been longer than feels reasonable.