GENERAL TERMS & CUSTOMER POLICY
Effective Date:
Welcome to Underground Paw Co. These General Terms & Customer Policies ("Terms") govern your use of the Underground Paw Co. website and your purchase of products and services from us.
By using our website or placing an order with Underground Paw Co., you acknowledge that you have read and agree to these Terms, together with our applicable Shipping Policy, Return & Refund Policy, Privacy Policy, and any other policies posted on our website.
Underground Paw Co. reserves the right to update these Terms when reasonably necessary. Updated Terms will be posted on our website with an updated effective date. Changes will generally apply to orders placed after the effective date, except where otherwise required by applicable law.
1. ORDERS, CANCELLATIONS & ORDER PROCESSING
1.1 Order Cancellation Before Processing
Customers may request cancellation of an order by contacting Underground Paw Co. through our Contact Us page before the order has been processed or released to a fulfillment warehouse.
We will make reasonable efforts to accommodate cancellation requests; however, cancellation cannot be guaranteed once an order has entered processing, fulfillment, customization, or shipment.
1.2 Orders We Cannot Fulfill
If Underground Paw Co. is unable to fulfill an order because of circumstances including, but not limited to, inventory shortages, supplier availability, product discontinuation, fulfillment restrictions, pricing errors, or other circumstances beyond our reasonable control, we reserve the right to cancel the affected order and provide an appropriate refund.
2. RETURN & REFUND REQUEST TIMING
Unless a different period is required by applicable law or specifically stated for a particular product, customers should submit eligible return, refund, or after-sales requests within 10 days of the documented delivery date.
Requests submitted after the applicable period may be declined.
Nothing in these Terms is intended to limit any rights or remedies that cannot lawfully be waived under applicable law.
3. EVIDENCE & CLAIM VERIFICATION
For damaged, defective, incorrect, missing, or significantly misdescribed merchandise, Underground Paw Co. may require reasonable evidence to evaluate a claim.
Depending on the circumstances, evidence may include:
Evidence must reasonably demonstrate the issue being reported.
Underground Paw Co. may request additional information when the submitted evidence does not clearly establish the reported problem.
We will review submitted claims based on the information available and the circumstances of the individual order.
4. DAMAGED, BROKEN OR DESTROYED PRODUCTS
If a product arrives materially damaged or broken, customers should contact Underground Paw Co. as soon as reasonably possible and, where applicable, within the applicable after-sales period.
Customers should provide photographs or video clearly showing:
If a return is required and the claim is approved, Underground Paw Co. may provide a prepaid return label where appropriate.
Depending on the circumstances, an approved claim may result in:
Minor cosmetic imperfections that do not materially affect the product's function, including minor wrinkles, small scratches, or similar conditions, may not qualify for a refund.
Damage to exterior packaging alone may not qualify for a refund when the product itself remains usable and undamaged.
5. INCORRECT, MISSING OR SIGNIFICANTLY DIFFERENT PRODUCTS
If you receive a product that is materially different from what you ordered, an incorrect product, or a product with missing components, contact Underground Paw Co. promptly.
Depending on the circumstances and the nature of the issue, Underground Paw Co. may provide:
For products with a disputed color, size, or measurement, we may request photographs or measurements of the item received so that the issue can be properly evaluated.
Where a missing component does not materially affect the product's function, Underground Paw Co. may, depending on the circumstances, provide the missing component or an appropriate partial refund.
Where a missing component materially affects the product's function, a replacement or refund may be considered.
6. DEFECTIVE PRODUCTS & QUALITY CONCERNS
If a customer believes a product is defective, materially not as described, or has a significant quality problem, the customer should contact Underground Paw Co. within the applicable after-sales period.
Claims should include clear photographs or video showing the problem.
Underground Paw Co. will review the evidence and may request additional information.
If a claim is approved, Underground Paw Co. may provide a replacement, refund, partial refund, or other appropriate remedy depending on the circumstances.
Product claims will be evaluated based on the product description, photographs, specifications, stated characteristics, and the actual circumstances of the order.
7. SERVICE, CUSTOM, PRINT-ON-DEMAND & SPECIAL-ORDER PRODUCTS
Certain products or services may be customized, personalized, created specifically for the customer, or otherwise subject to special fulfillment conditions.
Examples may include:
Because these products may be created or committed to fulfillment specifically for the customer, cancellation or return restrictions may apply.
Any product-specific restrictions will be disclosed on the applicable product page or at checkout where reasonably practicable.
Nothing in this section eliminates rights that cannot legally be waived.
8. SHIPPING & LOGISTICS
Underground Paw Co. works with third-party fulfillment and logistics partners to process and deliver orders.
Shipping methods, carriers, tracking availability, processing times, and estimated delivery times may vary by product, supplier, destination, warehouse, and shipping method.
Available shipping information will be provided on the website, product page, or checkout when applicable.
8.1 Tracking Information
If tracking information is provided, customers may use the carrier's tracking system to monitor the shipment.
If Underground Paw Co. determines that tracking information is invalid or incorrect, we will make reasonable efforts to obtain corrected tracking information.
8.2 Tracking Delays
If tracking information does not update for an extended period after shipment, Underground Paw Co. may investigate the shipment with the applicable fulfillment or logistics provider.
Certain periods, including holidays, severe weather, carrier disruptions, customs delays, governmental restrictions, or other unusual circumstances, may result in longer tracking intervals.
8.3 Excessive Shipping Delays
Where an order substantially exceeds its stated or estimated delivery timeframe and available tracking information does not provide a reasonable indication that delivery is progressing, Underground Paw Co. may investigate the shipment and, depending on the circumstances and applicable supplier procedures, provide an appropriate resolution.
Where a supplier's reimbursement or dispute rules impose specific shipping-delay requirements, Underground Paw Co. may need to follow those procedures when evaluating the customer's claim.
9. ORDERS RETURNED DURING TRANSIT
If a package is returned to the fulfillment provider or sender during transit, Underground Paw Co. will review the circumstances.
Depending on the reason for the return, the available carrier information, and the applicable supplier's procedures, Underground Paw Co. may offer:
Additional shipping charges may apply where a package was returned because of an incorrect or incomplete address, refusal of delivery, failure to collect a package, or another circumstance attributable to the customer.
10. ORDERS NOT RECEIVED
If tracking indicates that an order has been delivered but the customer reports that it was not received, Underground Paw Co. may investigate the matter with the carrier or fulfillment provider.
Customers may be asked to:
Where a carrier's records indicate an address problem, refusal, insufficient address, unknown recipient, failure to collect, or similar issue, the customer may be responsible for resulting losses or additional shipping charges, subject to applicable law.
Underground Paw Co. will make reasonable efforts to investigate delivery disputes but cannot guarantee a particular outcome when carrier records confirm delivery.
11. INCORRECT SHIPPING OR RECEIPT INFORMATION
Customers are responsible for providing accurate shipping and contact information at checkout.
If incorrect information is discovered before fulfillment, customers should contact Underground Paw Co. immediately.
We will make reasonable efforts to correct information before shipment, but corrections or cancellations cannot be guaranteed once an order has entered processing.
If an order has already shipped, the customer may need to work directly with the carrier to request an address correction or delivery adjustment.
If an order is returned because the customer provided an incorrect or incomplete address, additional shipping charges may apply before redelivery.
12. UNACCEPTABLE OR INELIGIBLE CLAIMS
Underground Paw Co. may decline claims that do not meet the requirements of these Terms or applicable law.
Examples may include:
Claims will not be denied solely because a customer has exercised a right that cannot legally be waived.
13. RETURN PROCEDURES
Where a return is approved, Underground Paw Co. will provide the customer with return instructions.
Customers should not send merchandise to an address unless Underground Paw Co. has specifically authorized that return address.
Certain products may be required to be returned to a designated U.S. fulfillment location or another address provided by Underground Paw Co.
Customers should retain tracking information and proof of shipment when returning an item.
Where a prepaid return label is provided by Underground Paw Co., the customer should use the provided label unless otherwise instructed.
Return shipping responsibility will depend on the reason for the return and the applicable return policy.
14. REFUND PROCESSING
When Underground Paw Co. approves a refund, we will initiate the refund within the timeframe stated in the applicable policy and, where applicable, within the timeframe required by law.
Once a refund is initiated, the time required for the funds to appear in the customer's account may depend on the customer's bank, credit-card company, payment provider, or other financial institution.
A refund may be issued to the original payment method whenever reasonably possible.
15. PRODUCT WARRANTIES
Underground Paw Co. does not independently provide a warranty for every product unless a warranty is expressly stated on the applicable product page or otherwise provided in writing.
Certain products may be covered by a manufacturer's warranty or other warranty provided by the manufacturer or supplier.
Where a manufacturer's warranty applies, the warranty is subject to the manufacturer's terms and conditions.
Nothing in these Terms is intended to disclaim any warranty or consumer right that cannot legally be excluded or limited.
16. SHIPPING METHOD LIMITATIONS
Certain shipping methods may have limited tracking capabilities or other restrictions.
Where a particular shipping method has material limitations, Underground Paw Co. may identify those limitations before or during checkout when reasonably practicable.
Additional charges may apply to certain remote delivery locations or special shipping destinations.
Underground Paw Co. may restrict certain shipping methods or destinations when fulfillment or logistics providers cannot reliably service the destination.
17. FORCE MAJEURE & EVENTS OUTSIDE OUR CONTROL
Underground Paw Co. is not responsible for delays or failures caused by circumstances beyond our reasonable control, including, but not limited to:
When reasonably possible, Underground Paw Co. will communicate material disruptions affecting customer orders and will work with applicable fulfillment and logistics partners to resolve affected orders.
This provision does not eliminate rights or remedies required by applicable law.
18. DESTINATION & SHIPPING RESTRICTIONS
Underground Paw Co. may limit or suspend shipping to certain destinations when fulfillment providers, carriers, customs authorities, or applicable laws prevent reliable or lawful delivery.
Destinations available for purchase may therefore vary by product and shipping method.
If a destination cannot be serviced after an order is placed, Underground Paw Co. may cancel the affected order and provide an appropriate refund.
19. CUSTOMER RESPONSIBILITIES
Customers are responsible for:
For pet products, customers are responsible for selecting products appropriate for their pet and supervising pets when appropriate.
20. PRODUCT INFORMATION & AVAILABILITY
Underground Paw Co. makes reasonable efforts to provide accurate product descriptions, photographs, specifications, prices, and availability information.
However, product colors may vary slightly depending on photography, lighting, display settings, or manufacturing variations.
Product availability may change without notice.
Where an item becomes unavailable after an order is placed, Underground Paw Co. may cancel the affected item or order and provide an appropriate refund.
21. THIRD-PARTY FULFILLMENT & SUPPLIERS
Underground Paw Co. may use third-party manufacturers, wholesalers, fulfillment companies, warehouses, carriers, and dropshipping suppliers to fulfill customer orders.
These third parties may change warehouses, inventory availability, shipping methods, tracking systems, or fulfillment procedures.
Underground Paw Co. remains the customer's point of contact for customer-service matters, while certain claim resolutions may be subject to the procedures, evidence requirements, timelines, and limitations imposed by our fulfillment partners.
Nothing in this section transfers Underground Paw Co.'s obligations to the customer where applicable law requires Underground Paw Co. to provide a particular remedy.
22. CHARGEBACKS & PAYMENT DISPUTES
Before initiating a payment dispute or chargeback, customers are encouraged to contact Underground Paw Co. so that we may have an opportunity to investigate and resolve the issue.
Nothing in this section prevents a customer from exercising rights provided by their payment provider or applicable law.
23. CHANGES TO THESE TERMS
Underground Paw Co. may modify these Terms from time to time.
The current version will be posted on our website and will include an updated effective date.
Changes will generally apply to future orders and future use of the website unless otherwise required by law.
24. GOVERNING LAW
These Terms shall be interpreted consistent with applicable federal and state law.
To the extent permitted by law, these Terms are governed by the laws of the State of Missouri, without regard to conflict-of-law principles.
Nothing in these Terms is intended to deprive a consumer of rights or protections that cannot lawfully be waived.
25. SEVERABILITY
If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will remain in effect to the extent permitted by law.
26. ENTIRE AGREEMENT
These Terms, together with the applicable Shipping Policy, Return & Refund Policy, Privacy Policy, product-specific terms, and other policies posted by Underground Paw Co., constitute the applicable terms governing the customer's use of our website and purchase of our products, except where otherwise required by law.
27. CONTACT US
Questions regarding an order, return, refund, shipping issue, or other customer-service matter should be submitted through our Contact Us page or:
Underground Paw Co.
Underground Music Connection LLC
Email: undergroundpawco@gmail.com
Website: www.undergroundpawco.com
We will make reasonable efforts to respond to customer inquiries in a timely manner.
