Support – 9house Design

Shipment

Domestic Shipment

Shipment is free of charge for orders above NTD$2,000.


International Shipment

International shipping costs and shipping time depend on the destination.Due to the impact of COVID-19, the place of transport may change at any time.

  • North America: United States, Canada
  • Asia: Hong Kong, Japan, Marco, Singapore, Thailand
  • Europe: Denmark, France, Germany, Dutchland, Spain, Swiss, United Kingdom

Please note that local customs and VAT will be charged when shipping outside Taiwan if available.


Order Processing

If your order items are in stock, your order is typically shipped from our warehouse within 5-6 business days from receiving your order.

When your order is packed and on its way, you will receive an e-mail from 9house Design with a tracking number and an estimated date of delivery. In rare cases, it may not be able to provide the tracking number, but we will help provide shipping status as much as possible.

Payment

Domestic Payment

For domestic, we accept Bank transfers. Visa, Mastercard, and JCB through ECpay gateway.


Internation Payment

For international transactions,we provide credit card service ( VISA, MASTERCARD, JCB) through ECpay gateway and Paypal.


Online Payment Security

Payment is processed via ECpay and Paypal through HTTPS connection and PCI DSS certified solution.  Under HTTPS secure connection, the SSL-encryption is used in the communication with the Nets. ECpay and Paypal are validated as PCI DSS certified Level 1 Service Provider. This is the highest international standard for secure data exchanges for online stores and payment systems.


Customs and Import duties for international shipment.

For delivery country charges customs or import duties – these will be charged once the package reaches the destination country. You will have to pay these charges.

This also applies to the purchase of gifts or other purchases made on behalf of another recipient.   Unfortunately, we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country and time to time – so if you have any questions regarding this, please contact your local customs office for further information.

Return

Domestic Return

According to Taiwan’s “Consumer Protection Law,” online shoppers have the right to a hesitation period of seven days from the date of delivery. During this period, you do not need to bear any freight and handling fees for applying for a return.

The hesitation period is different from the trial period, so please keep the returned goods in a brand new condition and complete packaging (including the product body, accessories, gifts, guarantee, original packaging, and the integrity of all accompanying documents or information). 9house Design will take the initiative to confirm the pick-up method with you, and 9house Design will be responsible for the return shipping costs. If there are any missing items, you will need to send them to the designated address of 9house Design at your own expense.

Please assist in the return of the product’s outer packaging intact. The original box and packaging are part of the product. Loss or damage may affect your right to return the product. Depending on the damage and lack of the goods, we will charge the cost of restoring it to the original state.

Each order can only apply for one return and exchange. Please enter the following link to notify 9house Design about return and exchange information within 7 days (including holidays) after receiving the goods.

If the coupon is used at checkout, the coupon will be invalid and cannot be reissued after the return.

When you submit a return application, you agree to 9house Desing’s return principle and accept that 9house Desing will handle the invoices and related follow-up processing. From the completion of the application to the completion of the return, it will take about 7 to 14 working days. .

Domestic Return step by step

1. Notify by online return form within 7 days after receiving your order that you want to return something.

2. We will feedback a return from ( will include the return address) after receive your return application. Please print out the form and send it along with the items you want to return.

3. Send your items and the original packaging back to us within 14 days from your notification 4. The return shipment cost must be paid by you, and is not covered by 9housepet.

4. The return shipment cost must be paid by 9house Design.

5. You will receive your refund within 14 days after we receive the notification or the model withdrawal form. However, the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.

6. If the items are not received in their original packaging and in the same condition as you received it a deduction can be made in your refund similar to the decrease of the value of the items

International Return

You may change your mind within 30 days of receiving your items. You can notify us before the end of 30 days after received if you want to return your order. Please contact us if you want to return a product. After you have received the items you ordered, you may carefully examine and try the items within the period of 30 days.

If the items or packing have been used in excess of what is normal in order to examine them, you will be held liable for the decrease in value of the items has caused. When we have received the items, we will notify you if there is any loss of value of the product and if your refund will be lower than the price paid. If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost.

The refund will be paid back to the credit card (or method of payment) used to pay for the order within 14 days of receiving the notification of your wish to return the order. However, the refund will not be paid before we have received the items at our warehouse. The shipping costs for returning an order are not covered by us, and must be paid by you, and must also be arranged by yourself.

The items you want to return are your responsibility until they reach our warehouse. Damage done while returning/shipping the product to our warehouse is your responsibility. Please make sure you pack the return safely to prevent any damage to the products or boxes, as this will affect the value of the product, and thus our possibility to resell the item. Make sure the product’s original packaging is intact. Please keep receipts and tracking numbers as proof of sending the items back.

International return step by step

1. Notify by online return form within 30days after receiving your order that you want to return something.

2. We will feedback a return from ( will include the return address) after receive your return application. Please print out the form and send it along with the items you want to return.

3. Send your items and the original packaging back to us within 14 days from your notification 4. The return shipment cost must be paid by you, and is not covered by 9housepet.

4. The return shipment cost must be paid by you, and is not covered by 9housepet.

5. You will receive your refund within 14 days after we receive the notification or the model withdrawal form. However the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.

6. If the items are not received in their original packaging and in the same condition as you received it a deduction can be made in your refund similar to the decrease of the value of the items

DAMAGED OR FAULTY ITEMS

We want all our customers to receive high-quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us at following link:

If you send us an e-mail, please include as many details as possible including your order number as well as some pictures if there is something wrong with one of the products.

You are entitled to give notice of defects for a period of 2 months. If something is wrong with the product, your claim should be sent to us as soon as possible from the time that you notice the problem.

You can either have a new product sent, a discount or return the product for a refund. This will be decided from case to case.

If your claim is valid we will cover your shipping expenses for returning the item to us. Please provide us with the documentation for your expenses.

The items are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent (any further) damage to the products or boxes. And please keep receipts and tracking codes as proof of sending the items back.

Refund processing

Under normal circumstances, your refund will be returned to the original credit card (or the source of the payment method you selected) within 21 days. The 14-day date starts when the returned goods arrive at our warehouse.

Privacy Policy

Your privacy is very important to us. We respect your privacy and we will never sell, rent, lease or give away your information (name, address, email, etc.) to any third party. Our privacy policy follows these principles:

All information provided by you is only used to ensure the best possible shopping experience. All information is strictly confidential and is treated in accordance with consumer and data protection legislation.

If you place an order with us, we request certain personal information. You must provide contact information (such as name, e-mail, and delivery address) and financial information (such as credit card number, expiration date, and the three-digit security code). We use this information for billing purposes and to complete your order. If we have trouble processing an order, We will use this information to contact you. Your telephone number is required for shipping purposes – in case the shipping company needs to contact you regarding the delivery.

We use third-party web beacons (e.g. Google Analytics) to help analyze where visitors go and what they do while visiting our website.

We reserve the right to modify this privacy policy at any time, so please review it frequently. If we make significant changes to this policy, we will notify you here and by a notice on the website in general.

Cookies

Noticing of Cookies using

Cookies are needed to get the website to work and for you to have a better shopping experience. Cookies help us to know a little bit about how you use our website, and this improves the browsing experience both for you and others. The cookies used on this site are primarily used for traffic measurement and to improve the content of the website. If you continue to browse on this website, you accept the use of cookies.

Website’s owner and contact information

This website is operated and owned by: 9House Co., Ltd. Tax ID:50805988 info@9housepet.com

What is a cookie?

A cookie is a small data file, which we save on your computer to keep track of what is happening during your visit and to recognize the computer. A cookie is not a programme and does not contain viruses. The website’s use of cookies are necessary to get the website function. Cookies also help us to keep track of your visit to the website, so we can constantly optimize and target the website to suit your needs and interests.

Cookie remembers, for example, what you have added to your basket, whether you have visited the site before, whether you are logged in and which language and currency you would like to have the website in.

Cookies Catalog of the Website

Cookie types contain these patterns:

Required cookies : These cookies are required for the website to provide a service, which the end-user has explicitly requested. This could, for example, be cookies, which are used to make the shopping basket work. Preference cookies are used to ensure the best possible user experience on the website. For example, it is selected preferences such as language, currency, or selections, which make navigation easier. No personally identifiable data is gathered with this type of cookie.
Marketing – anonymous tracking across websites These cookies are used to track users across their visits to several websites. These cookies can be used to build profiles, which show which searches each user has made, or which pages they have visited. These cookies can store data, which identifies the individual user or which contains specific information about the user. Anonymous data may be shared with a third party.
Operation and optimization cookies These cookies are used for the operation of the website. They can, for example, count the number of visitors or other information, which will be used for analysis.

They are also used in questionnaires. These cookies can, to a limited extent, gather data, which can be attributed to the individual user.

Deleting cookies

Cookies, which you have previously accepted, can subsequently be deleted easily.

If you use a PC with an up to date browser, you can delete your cookies by using shortcut keys: CTRL + SHIFT + Delete If the shortcut keys do not work, and/or you are using a MAC, you need to start by finding out which browser you use and then clicking on the appropriate link.

If you have more questions and comments to ask, please query at info@9housepet.com

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9house Design Return Noticer

Thanks for letting us know your feedback, and we will feedback to you as soon as we receive the notice.

Please help to apply the following application for return request.