FAQs
PAYMENT TERMS
How to make the payment?
We accept the payment via Paypal / Visa / Master /Credit card.
Do you accept NET15/ NET30 / COD? How about payment by installments?
Unfortunately, we don't accept such services. As for our online transactions, all payments must be 100% paid before shipment. There is NO payment by installment provided.
SHIPPING
For information regarding shipping terms, delivery times, and related inquiries, please refer to our dedicated SHIPPING POLICY page.
DISCOUNT/COUPON
How can I get the discount coupon?
For promotional events:
1. You are welcome to follow our Facebook at DWanimal, to learn more promotions;
2. Please enter the product link, and the discount code will show up;
3. Please subscribe to us to get the latest DWanimal news and giveaways.
How can I use the discount coupon I have?
Please add the product you want to the cart, then apply with the coupon code you have when checkout. The price will be automatically changed with the discount before it is paid.
*Note: one coupon can only be used once at one time.
Can I get more discount if I buy a bulk?
For business inquiries, please contact us at sales13@dwvet.com with the model of the device you want, the quantity, and your destination. We are glad to offer the best price for you.
RETURN & EXCHANGE
How long is the warranty period?
We warrant that if you use our products as they are intended, our products will be free from defects in materials and workmanship for a period of 2 years from the purchased dates for new products. We do not warrant our products against general wear and tear or damage as a result of misuse, modifications, or improper maintenance.
1. All products come with two years warranty + lifetime after-sales.
2. Within two years, warranty including the main unit and all transducers, excluding human damage failures.
3. The following is a detailed introduction to the warranty and extended warranty period of our products:
1)Product warranty period: The product warranty period is 24 months, which is calculated from the date when the company's "Product Warranty Card" is issued.
2)Extended warranty period: In addition to the effective warranty period of 24 months, the company can extend the warranty period to 36 months. Charges apply accordingly during the extended warranty period.
3)Extended warranty: main unit (the probe is not covered by the extended warranty)
4)Charging standard:
10% of the total contract amount will be charged for 12 months of extended warranty period,
15% of the total contract amount will be charged for 24 months of extended warranty period,
20% of the total contract amount will be charged for 36 months of extended warranty period.
If you believe you have received a defective product, we will either repair or replace the defective product or its defective component part(s) in accordance with the terms of this limited warranty. We warranty the replacement for the remaining unexpired period of the original product’s warranty.
This limited warranty applies only to the original purchaser of the product and to products purchased directly from us. Our products are legitimately sold only by us and our authorized sellers who are required to follow our policies, procedures, and quality control standards. We reserve the right to reject warranty claims for products purchased from unauthorized sellers, including unauthorized websites. This limited warranty does not warrant that the operation of the product will be uninterrupted or error-free.
Please note: This limited warranty is the only warranty available for our products.
Can I return the unit if I don't like/don't want to keep it anymore?
If you are not satisfied with the goods you have purchased for some reason, we will be willing to return or exchange the products for you or get you a refund.
You may return your fully functional and undamaged products for any reason within 30 days of receipt of your original order for a full refund or exchange. Shipping and handling charges are not refundable.
Orders are able to be canceled and refunded before shipping.
For portable ultrasound equipment, trolley-type ultrasound equipment, patient monitors, electrocardiographs, and other medical products, due to the characteristics of the product, we only accept the return of goods with quality problems. We are sorry for any inconvenience that may be caused.
For wireless ultrasound scanners, blood pressure monitors, and other product lines available for home use, We accept returns within 30 days from the date of receipt. If it is not a quality issue, we are afraid we cannot bear your return shipping costs.
Returns must include all parts, parts, and accessories that come with the product, including the original packaging. If a return is received incomplete or damaged, it may be rejected.
If a coupon is used in the order, only the part of the payment that exceeds the coupon value can be refundable.
As usual, refunds will be reimbursed back to your original account.
To get the best service and reduce the risk of lost/damaged returns, we recommend sending them via traceable shipping. Missing packages sent by non-tracing methods cannot be guaranteed.
What are the return instructions?
1. Please contact our customer support via email, or chat with us online during our working hours （8:30 am - 5:30 pm, Monday to Friday）. Mailbox: sales13@dwvet.com.
2. Please take a photo of the goods and send us through email. We need to confirm the condition of the goods.
We normally respond within 12 hours during business days, and within 72 hours on weekends. Our team will offer you return and exchange guidance according to your specific requests.
3. All goods (including all parts and attachments) must be returned to us via express delivery. Please ship the product to the address we provide.
4. Provide us the tracking# of return to trace. Once we receive the returned items, your refund will be through your purchased credit card/debit card/PayPal.
We are dedicated to providing the best service for our customers, feel free to contact us if you have any questions.
Cautions:
*Customers need to return products to an appointed address. We will provide you with information about returns via email. Different countries or regions have different returned warehouses. After receiving the returned goods, we will arrange a full refund and email you.
*Orders for returns require an order number to be written on the outside of the package. Please inform us of your request for refund or return or exchange within 14 business days after you receive the goods.
Can I exchange it for another if I don't like what I paid?
1. If you don't like the unit you paid and the package has not been shipped yet, contact us for exchanging. You need to pay for the price differences if there's any.
2. If the package was shipped, please refuse the item once it arrived. After it returns to us, you exchanged order will be deliver to you. You also need to pay for the price differences and the shipment.
3. If you've already received the device but still want an exchange, you need to pay for both the return and new order shipment, also the price differences if there's any.
