We are typically able to process your order in 1-3 business days! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:

• Europe: 5-8 business days
• United States: 6-12 business days
• Canada: 7-12 business days
• Australia & New Zealand: 6-12 business days
• Japan: 8-12 business days

We will make every effort to deliver your package on time. However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays etc, and as a result we can't guarantee an arrival date. Your patience is highly appreciated.

For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped. 

Shipments to the following countries should not require customs or duty fees:

Germany, United Kingdom,  France, Italy, United States, Canada, Japan, Australia, New Zealand

Shipments to all other countries may be subject to duties and taxes. All import (customs) duties and/or taxes will be charged once the parcel reaches its destination country.

If any, these charges must be paid by the customer before the package is released and delivered. Refunds will not be issued if customer refuses the package

Please check the following:

• Please make sure your order address is correct
• Check with neighbours and family members(sometimes they will help pick it up)
• Look around the place of delivery (mailbox)
• Check for notice of attempted delivery

If you still cannot find your package, please contact us at support@ruannuan.com

We hope you and your pup love what you've ordered! If they don’t fit perfectly, don’t worry - we've made the return process super easy!

First, please make sure your return items meet the following conditions to be eligible for a refund or exchange:

Apparel: New condition with tags intact and returned with original packaging. Must be free of odor and dog hair

Chains and Cuban Link Leash: All of our chains are wrapped in a protective layer to prevent scratches. Once the protective packaging is removed, we can no longer accept any returns

Walk: New condition and returned with original packaging. Must be free of odor dog hair


Then follow the information below to exchange or return your item(s).

Exchanges

Exchange is free on your 1st order! We want to make sure you get the sizing right on your first purchase and eliminate sizing issues in the future.

• Email support@ruannuan.com within 30 days of the date of initial delivery.
• All return items must be in new condition and are subject to inspection.
• For additional exchanges you will need to return your item(s) at your own cost.
• Once we receive your return items, we will send your exchange items.

*free exchnage only applies to apparel and walk items (same style different size). Excludes jewelry and cuban link products.

Returns

• Email support@ruannuan.com within 30 days of the date of initial delivery
• You will need to return your item(s) at your own cost
• All return items must be in new condition and are subject to inspection.
• Once we receive your item(s), we will issue your refund or store credit, less the original shipping cost.