Customer Service Refund, Resend and Returns Policy
This refund policy is considered a resource by dropshippers who work with PBdropshipping.com (“PB”).
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from PB warehouse. Following countries and shipping methods may vary:
a. For orders shipped to the USA, it will be counted 45 days after departing from PB warehouse.
b. For Brazil, it is after 110 days counting from the date that orders departed from PB warehouse due to the strict customs clearance in Brazil.
c. For China Post Registered Air Mail and PB liquid direct line to all counties, PB will deal with your dispute for delayed orders after 100 days counting from the date that order departed from PB warehouse.
d. For some special shipping methods, PB cannot deal with your disputes. (See the following important interpretation)
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, invalid number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
2. Orders not Received.
PB will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with the official seal is necessary.
b. Tracking information alert. The tracking information shows "Alert", the reasons are listed as below:
a) Incorrect/insufficient address.
b) Invalid number.
c) Unknown recipient.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
3. Products Damaged.
PB offers a full refund or a replacement if arrived packages are badly damaged.
PB offers a partial refund or a replacement if arrived packages are partially damaged (except thread, slightly wrinkled, small scratches, etc.).
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, PB cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute with you within 10 days after packages are delivered.
e. For service products, PB refunds you the cost of the product which is the price in China market if you have PB Otherwise, PB will not take any responsibility for them. (See the following important interpretation > Service products)
4. Incorrect or Missing Products.
PB has a strict quality control process before products are dispatched. PB will deal with incorrect or missing products as follows:
a. For incorrect products, PB offers a full refund or replacement.
b. For products with the wrong color, size which doesn’t affect product function, etc., PB offers a refund or resend if you provide a screenshot of your client's complaint including name, content, and date.
c. For missing parts that don’t affect product function, PB may refund partially or resend the missing part; for ones that indeed affect, PB will resend the product only.
d. For accessories, PB will resend the accessories.
For the size problem, PB will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation.
For order cancellation, PB offers a full refund before products been processed by warehouses. But things may be different for following orders:
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available to you.
c. After payment, video and photo orders cannot be canceled as PB has planned and prepared for you.