Returns and Policies
WOOF + WONDER CO. GLOBAL SHIPPING GUIDE
We can ship to virtually any address in the world. We provide free shipping within the US on some items from our store although some free shipping offering may not be combined with other offers.
Please be aware that due to the extra holding time imposed by Canada Border Services Agency, standard international packages may take up to 3 months coming into Canada from our warehouses in Asia. At moment, backlogs remain severe due to the ongoing strike from Canada Post. Canadian customers should continue to expect delays for foreseeable future.
The average processing time is approximately 1 to 7 business days; however, please note that the processing time can also be affected by the stock status of individual items, the time of the year, national holidays, etc. Some orders can take between 5-14 business days to process. Note: In orders with more than one item, the processing time will be based on the item with the longest processing time.
Your order may arrive in multiple packages. If your order is sent in multiple shipments, we will not charge you extra for each shipment.
For selected items, we offer expedited shipping for extra charges. If your item is available for expedited shipping, you will be able to select it at checkout.
In some cases, there will be VAT (Value Added Tax), other taxes, customs duties and/or fees levied by your destination country. These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Unfortunately, we cannot estimate what the charges may be since customs and taxation policies vary widely from country to country. For further details, please contact your destination local customs office or visit their official website. In some cases, customs clearance procedures are required; under these circumstances, delays may occur, which will affect our original delivery estimation time.
Typically a courier provides very minimal or no direct shipping insurance for any package that is shipped. Therefore, we recommend buying shipping insurance from us on the "Check Out" page. Shipping Insurance offers premium protection and safety for your valuable items during international shipping. We will reship your package immediately at no extra charge if the package is lost or damaged.
CANCELLATIONS, RETURNS & DAMAGES
Q - Can I make changes to or cancel my order?
Woof + Wonder works hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in process to be shipped. We can only process order cancellations within 24 hours of the order.
Please email us at firstname.lastname@example.org as soon as possible with the subject line "CANCEL" and your full name and order number. We’ll let you know what we can do!
Q - What is your return policy?
We’re sorry you didn’t love your new products! We want you to love your experience with Woof + Wonder as much as possible, which is why we’re here to help. Just send an email to email@example.com within 30 days of receipt of your package, with your order number, the name of the product(s) and the reason why it didn't work out for you.
Unfortunately, we are unable to refund your original shipping charges/processing fees. You will be responsible for all returning shipping fee and we reserve the right to charge a restocking fee on all returned order.
Woof + Wonder Co. can only accept returns for products purchased on our website (https://www.woofandwonder.com).
Q - Can I exchange a product?
Items can be exchanged in unused, unworn condition with tags still attached. Please email us at firstname.lastname@example.org with the topic 'Product Exchange' in the subject line.
Q - An item in my order was damaged in transit! What do I do?
Oh no, we’re so sorry to hear this! Please send us an email at email@example.com with your order number, full name and an image of the damaged item and we’ll be happy to help you!
Q - How long does it take to receive the refund?
You should expect to receive your refund within one week of us receiving your returned item. This time period includes the transit time for us to receive your return item, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.
Q - My order/mail is missing, what should I do?
If your order is missing or lost in the mail, please fill out a missing package request which you can find in your local post office. Please note that refunds cannot be given for missing packages as this is out of our control.