Missing or Incorrect Items

At Iouyue, we strive to provide you with the best shopping experience possible. We understand that receiving an incorrect item or experiencing a missing item can be frustrating, and we sincerely apologize for any inconvenience it may cause. Rest assured, we're here to make it right for you.

What to Do if Your Order is Missing or Incorrect

If you believe you've received an incorrect item or are missing an item from your order, please follow these steps:

Check Your Order Confirmation: Verify the contents of your order against the items listed on your order confirmation email. Sometimes, items may be shipped separately or may have been back-ordered.

Inspect Your Package: Thoroughly inspect the packaging for any signs of tampering or damage. Occasionally, items may become separated or misplaced during transit.

Contact Us: If you've confirmed that an item is missing or incorrect, please reach out to our customer service team at luck@shoops.store as soon as possible. Provide your order details and a description of the issue, including the missing or incorrect item(s) and any relevant information.

Resolution Process

Once we receive your report of a missing or incorrect item, we will promptly investigate the issue and work to resolve it for you. Here's what you can expect:

Verification: Our team will review your order details and investigate the discrepancy to verify the issue.

Resolution Options: Depending on the nature of the issue, we will offer one of the following resolutions:

• Replacement: We will ship the correct item to you at no additional cost, or arrange for a replacement if the item is missing.

• Refund: If the correct item is unavailable or you prefer a refund, we will process a refund for the missing or incorrect item.

• Follow-Up: We will keep you informed throughout the resolution process and provide updates on the status of your replacement or refund.

Contact Us

If you have any questions or concerns regarding missing or incorrect items, please don't hesitate to contact our customer service team at luck@shoops.store. We're here to assist you every step of the way and ensure your satisfaction with your Iouyue shopping experience.

Thank you for choosing Iouyue for your pet travel needs. We appreciate your trust and look forward to resolving any issues promptly and efficiently.