Support Policy Page

? Lazadog Support Policy

Effective Date: [October13, 2022]
Last Updated: [October13, 2022]

At Lazadog.com, our goal is to make every pet parent’s shopping and lifestyle experience joyful, reliable, and stress-free.
Our Customer Support Policy ensures that all shoppers and sellers receive consistent, transparent, and timely assistance throughout every interaction on our platform.

1. Scope of Support

Lazadog’s Support Team assists with:

• Order tracking and delivery inquiries

• Product information and seller contact clarification

• Return and refund requests

• Technical or account access issues

• Reporting counterfeit, unsafe, or inappropriate products

• General feedback and platform suggestions

For medical or emergency pet health concerns, please contact a licensed veterinarian. Lazadog does not provide veterinary advice.

2. Support Channels

We’re here to help through multiple convenient channels:

3. Response & Resolution Time

We aim to deliver fast and efficient support:

Delays may occur during weekends, public holidays, or high-volume campaign periods (e.g., 11.11, 12.12, Pet Week).

4. Support for Sellers

Our Seller Support Division assists verified partners with:

• Store setup and onboarding

• Product listing and compliance checks

• Order fulfillment best practices

• Dropshipping performance tracking

• Payment and commission reconciliation

• Marketing and campaign participation

? Seller contact: sellers@lazadog.com

Sellers are expected to respond to buyer inquiries within 24 hours on working days and maintain a customer satisfaction score ≥ 4.0.

5. Escalation Process

If an issue remains unresolved after initial handling:

1. Request escalation via email or chat.

2. Your case will be reviewed by a Senior Support Specialist within 2–3 business days.

3. If still unsatisfied, you may appeal to the Lazadog Resolution Center, which acts as a neutral mediator between the buyer and seller.

All resolutions are final once agreed by both parties.

6. Fair Use & Conduct

To ensure a respectful environment:

• Customers and sellers must communicate politely and refrain from abusive language.

• Multiple duplicate tickets on the same issue may delay responses.

• Lazadog reserves the right to restrict access to support services for users engaging in harassment, fraud, or misuse.

7. Data Protection

Your privacy matters.
All communications with Lazadog Support are handled in compliance with:

• ASEAN Data Protection Framework

• Singapore PDPA / Malaysia PDPA / GDPR (where applicable)

Personal data shared in support tickets is used solely for issue resolution and service improvement.

8. Third-Party Services

Lazadog collaborates with verified third-party logistics, payment, and fulfillment partners.
While we mediate and monitor service quality, Lazadog is not directly liable for external delays, carrier damage, or system outages.
We will, however, always assist you in lodging claims or obtaining resolutions.

9. Continuous Improvement

We continuously review our Support Policy to provide better service experiences.
Feedback is always welcome — every comment helps us make Lazadog a friendlier space for pets and their humans.

10. Contact Us

For all inquiries, reach us at:
Lazadog Customer Care
? support@lazadog.com
? https://www.lazadog.com/help
? Available: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

? Our Promise

We believe great support is part of great pet care.
Our mission is to respond quickly, fairly, and compassionately — ensuring that every Lazadog user, seller, and pet lover feels valued and supported.