Terms of Service

1. Using the Website

Use the site lawfully for browsing, product research, and purchases you are authorized to make. Do not interfere with operation, attempt unauthorized access, introduce malicious code, misuse checkout or support, or infringe another person’s rights. You do not need a customer account to contact support or exercise an applicable privacy right. Keep any account and payment credentials private.

2. Products and Descriptions

We sell pet bathing accessories, grooming brushes and loose-fur tools, paw-cleaning products, household hair collectors, portable rinsing accessories, and waste-handling tools. We do not offer customized, preorder, or made-to-order products. Product pages identify the item, dimensions, materials, selected variant, intended animal or surface use, relevant connection or power requirements, care guidance, and included components. Ask about an unclear essential specification before buying.

A tool intended for a household surface is not automatically suitable for direct use on an animal. A connector, product name, or photograph does not establish compatibility with every tap, coat, paw size, fabric, or operating condition. Photography and screen settings can affect appearance, but do not excuse a material difference from the description. Animals, towels, preparations, furniture, and other props are included only where expressly listed. Clearance items use the same product-issue and return rules.

3. Prices, Currency, Taxes, and Fees

All prices and checkout charges are in U.S. dollars (USD). Product prices exclude separately charged sales tax; applicable tax, the US$5.99 shipping fee, and the complete total are displayed before payment. We do not add undisclosed store fees after payment.

Shipping is a flat US$5.99 per order. There is no free-shipping offer, minimum order for free shipping, oversized-item surcharge, or remote-area surcharge. Addresses that cannot receive the standard service are not accepted.

Products ship from our U.S. partner warehouse to U.S. customers. We bear import costs incurred before the goods enter that warehouse; customers are not charged additional import duties at delivery.

Any bank or payment-provider currency conversion or issuer charge is governed by that provider. We do not add a store exchange fee.

4. Payment and Order Confirmation

Use only the methods actually displayed at checkout. We do not offer cash on delivery or a separate store-operated installment service. Payment is captured when successfully completed; unsuccessful payment does not enter dispatch processing. You must be authorized to use the selected method.

We send confirmation after checkout is completed and the order is recorded. Fulfillment remains subject to successful payment, serviceable delivery details, and product availability. If we cannot fulfill the unshipped order, we notify you, offer any available delayed-shipping choice, or cancel and refund the amount due. We do not retain payment for goods we cannot supply.

5. Delivery Area and Shipping

We deliver only to the 48 contiguous United States and Washington, D.C.

We do not deliver to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, other U.S. territories, PO Boxes, APO, FPO, or DPO addresses.

All products offered for sale are stocked and dispatched from a third-party partner warehouse in Chicago, Illinois, United States. Orders are not randomly transferred to warehouses in other countries, and China-direct shipments are not represented as U.S.-warehouse shipments.

Orders are processed within 1 warehouse business day after payment is accepted, subject to the 12:00 noon U.S. Central Time cutoff described in Shipping and Delivery. Estimated transit is 3–5 warehouse business days after dispatch. Normal total fulfillment is approximately 4–6 warehouse business days from the applicable processing start; the cutoff, weekends, and U.S. federal holidays affect when that period begins. Transit estimates are not a guarantee of delivery on a particular date.

Warehouse business days are Monday through Friday, excluding U.S. federal holidays. Payment accepted before 12:00 noon U.S. Central Time on a warehouse business day enters processing that day. Payment accepted at or after 12:00 noon, on a weekend, or on a U.S. federal holiday enters the next warehouse business day. U.S. Central Time observes CST or CDT as applicable. Customer service hours are separate from warehouse hours.

ZIP-code serviceability is checked before payment. We do not accept an unsupported address instead of adding an unannounced surcharge. The Shipping and Delivery page contains the full processing-exception and investigation rules.

6. Tracking, Split Shipments, and Delays

Every parcel receives its own tracking number. We email the tracking details to the order email within 24 hours after handoff to the carrier. Creating a shipping label is not carrier handoff. The first carrier scan is expected within 24–48 hours after handoff.

An order may have several parcels with separate tracking; our split does not add shipping charges.

If delivery exceeds the estimated window, contact us with the order and tracking numbers. Within 1 warehouse business day after your report, we open a carrier inquiry; we provide the first investigation update within 3 warehouse business days and email further updates every 3 warehouse business days until resolution. If loss or non-delivery is confirmed, you may choose a free replacement or refund. If the parcel is still undelivered 10 warehouse business days after the last day of its estimated delivery window and there is no valid proof of delivery, you may choose replacement or refund without waiting indefinitely for the investigation.

We investigate reports that tracking says “Delivered” but the parcel was not received. We check the delivery address, delivery photos, signature information where available, and carrier records. A “Delivered” scan alone does not automatically defeat a claim. Confirmed misdelivery is resolved with your choice of free replacement or refund.

7. Order Changes and Cancellations

You may request cancellation before carrier pickup, including when warehouse preparation has begun. We immediately seek to stop an order that has been prepared but not handed over, and confirm the outcome after checking with the warehouse. If handoff is successfully stopped, we refund the product amount, shipping charge, and related taxes in full with no cancellation fee. Once the carrier has collected the parcel, direct cancellation is unavailable; we can review interception or the return process. An interception is not guaranteed.

Customer service prioritizes these requests during service hours and replies within 24 hours. Color, specification, and quantity changes may be made before warehouse release. Address corrections can be requested before carrier pickup; a post-pickup carrier change cannot be guaranteed. Additional charges require your consent and a formal order payment, and reductions are refunded through the original method. Confirmation from support is required to establish the outcome; starting warehouse preparation alone does not automatically disqualify a cancellation request.

8. Returns and U.S. Return Destination

Request a return within 30 calendar days after delivery by emailing service@narqeli.com with your order number, product name, and reason. After we approve the request and send the complete return address and recipient details, send the return within 14 calendar days. That 14-day period starts only when the complete instructions have been sent.

All authorized returns are sent to a return destination in the United States. Customer support provides the complete U.S. recipient name, street address, city, state, ZIP code, telephone details where needed, and instructions together with the approval. The Chicago dispatch warehouse is not automatically the return destination. Do not send returns to the registered company address in China or to an address taken from a parcel label.

Preference returns accept unused goods and inspection-only opening or assembly when undamaged, clean, complete, and without animal or waste use. Bathing, grooming, paw cleaning, household cleaning, or waste handling is actual use rather than inspection. Hair, stains, odors, damage, and alterations do not meet the unused preference condition. Missing original packaging is not an automatic rejection if safe replacement packaging is used. Original defects, fulfillment shortages, and material misdescription remain separate seller-responsibility issues, including when discovered during normal use. Contact support before sending an item unsafe to handle; do not send animal waste or cleaning liquid.

You arrange and pay tracked preference-return shipping; we do not offer paid preference-return labels. The original US$5.99 outbound fee is not refunded for either full or partial preference returns. There is no restocking, inspection, or other fixed deduction.

9. Product Issues and Refunds

For damaged, defective, incorrect, incomplete, or materially misdescribed goods, we cover necessary replacement, exchange, and return shipping costs. We provide an appropriate free replacement or refund rather than requiring acceptance of a coupon or store credit. If return is required, we arrange prepaid return shipping or pickup; customers are not required to buy a return label for these issues.

We initially review product issues within 1–3 warehouse business days. Missing components are supplied free of charge; if the item cannot be completed or used normally, we offer replacement or refund. A full product-issue refund includes product charges, original shipping, and corresponding tax; a partial issue refund includes the affected product and corresponding tax. An issue making the whole order unusable is handled as a full-order issue.

We inspect an authorized returned item and email the result within 3 warehouse business days after receipt. Once a refund is approved, we initiate it to the original payment method within 1 warehouse business day. Bank or payment-provider posting time is additional and depends on that provider; initiating a refund does not mean the credit has already posted.

If the original refund route fails, we work with the provider rather than unilaterally issue store credit. A successfully cancelled unshipped order receives a full refund with no cancellation fee.

10. Customer Details and Returned Parcels

Provide accurate checkout and contact information and promptly report an error. Monitor your order email for confirmations, tracking, and support messages. Changes after warehouse release or carrier pickup may be restricted as described above.

If a parcel is returned because of an incorrect address supplied by the customer, a personal-choice refusal, or failure to collect it, we can arrange a refund or reshipment after the goods return. Reshipment costs US$5.99. For a refund, the original US$5.99 outbound shipping charge is not refunded; we deduct only an actual carrier return charge that was disclosed to you in advance and can be supported by evidence. There is no penalty fee. If the problem resulted from our address-entry error, wrong goods, or damaged goods, we bear the related costs instead.

11. Safe Product Use

Choose tools for their stated purpose, the intended animal or surface, and the listed fit and connection requirements. Follow setup, contact, power, water-handling, cleaning, and storage instructions. Supervise animal use, introduce unfamiliar equipment calmly, and stop if the animal is distressed or an item appears damaged or unsafe. Keep household hair collectors and waste-handling tools separate from animal grooming and bathing equipment.

Do not force a paw into a tool, force a connector, drag grooming teeth through tangled fur, immerse an electrical unit without support in its instructions, or continue using damaged contact parts. The products do not replace veterinary assessment of a health concern or guarantee a particular care outcome. These precautions do not limit our responsibility for defective or materially misdescribed goods.

12. Privacy and Communications

Personal information is handled as described in Privacy Policy. Transaction and support messages may be sent to administer your order. Marketing email is optional, requires the applicable permission, and includes an unsubscribe method. A purchase, support request, or delivery phone number does not automatically enroll you in unrelated marketing. Optional analytics or advertising processing must respect applicable consent and opt-out choices. Use Your Privacy Choices for browser controls and personal-information requests.

13. Intellectual Property and Third-Party Services

Original store text, images, layouts, and branding are subject to the rights of their respective owners. Do not reproduce protected material for unauthorized commercial use except as permitted by law. Independent payment, hosting, and delivery services have their own applicable terms; using those services does not remove our responsibilities for your order.

14. Errors and Availability

We make reasonable efforts to keep prices, specifications, and availability accurate. If a material error affects an existing order, we contact you and explain the correction and available cancellation or refund rather than charging an undisclosed increase. Website features may occasionally be interrupted; this does not remove rights associated with an existing purchase.

15. Rights, Liability, and Interpretation

Nothing in these policies excludes or limits any mandatory consumer right, warranty, or remedy that applies to your purchase. Where applicable law requires a different outcome, charge, or deadline, that requirement takes precedence.

We do not disclaim all responsibility when a parcel is handed to a carrier. No provision excludes liability that cannot lawfully be excluded. Any lawful access restriction for fraud, security, or unlawful activity is subject to applicable rights. If a provision cannot be enforced, the remaining provisions continue to apply to the extent permitted. A failure to enforce a term once does not automatically waive it.

16. Updates and Contact

We update these terms when operations or requirements change and provide additional notice where required. New wording does not retrospectively remove rights attached to an earlier order. Contact service@narqeli.com or +86 162 5738 9041. Customer support is available 08:00–22:00 every day, China Standard Time (UTC+8), including weekends and holidays.

General inquiries receive a first human reply within 24 hours. For product issues and after-sales requests, we complete an initial review and provide a proposed solution or identify further information needed within 1–3 warehouse business days. Cancellation and order-change requests are prioritized during service hours and answered within 24 hours.