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Monday - Friday:  8 am - 6 pm PST 
Saturday - Sunday: 9 am - 5 pm PST
Closed on US & Canadian holidays.

FAQ

Are you open during COVID19 Pandemic?

Yes, both our office and distribution center is fully operational.

What's the measurements of your harness, leashes and collars?



Please refer to our size chart (https://www.woofconcept.com/pages/size-chart) for product measurements. Please ensure you carefully measure your dog's girth and neck size before placing an order.

I am getting a new puppy, what size should I get?

Congratulations on getting a puppy!! While different breeds have different growth rates, we recommend that you do some research on average size of your breed. If you are unsure, please feel free to reach out to us and we will try our best to help you. Our size charts references breeds that are already fully grown (in their adult stages).

What is the difference between the IKONIC Collection and the Adventure Collection?

Our IKONIC Collection is part of our latest drop which includes some of the best selling prints from the Adventure Collection as well as a few different unique patterns and prints. Our IKONIC Collection also features an exclusive cross collaboration with SPCA AnimalKind. The Leash from the IKONIC Collection is also 6FT long while the Adventure Collection features leashes that can extend from 3FT to 5FT long. Our Adventure collection is built with a Black Nylon under layer while the IKONIC webbing features a dual-layer print webbing that is above 1.9mm surpassing most of our competitors in the market today.

What are your refund, cancellation and exchange policy?

Please visit our refund/exchange policy page. https://www.woofconcept.com/pages/refunds-exchanges

Are you looking for Professional Product Reviewers?

If you are a professional product reviewer or an influencer on social media, we would love to send you free samples in exchange for an honest product review! To qualify, you must have a sizable amount of followers on your social media account. Typically, we require an influencer with a minimum of 15,000 Followers on Instagram or facebook. Bloggers are welcome as long as you have a sizable customer base or subscribers. If you are interested, please email us at hello@woofconcept.com

What is the warranty policy on your products?

Please visit our warranty page https://www.woofconcept.com/pages/warranty

Where are your products made?

Our leashes, collars and harnesses are designed, sewn and manufactured in Canada with imported parts. The last substantial transformation happens in Canada from design to manufacturing and from quality control to packaging. More than 90% of the cost of the product are incurred directly here in Canada.

Are there weight ranges and restrictions for Martingale Collars?



Yes, please note, for small martingale collars - max weight is 15lbs, For a medium - Max 25lbs and for a large - Max 50lbs. If you require something much stronger, we recommend the fabric martingale for durability and can hold over 100lbs. Please contact us for a custom order on our fabric martingale collars. Please note, when using our martingale collars, you should always use it under supervision and in a fenced off or closed off area.

Does your metal buckle, metal component, and half-check chains rust?

Our metal buckle, metal components and half-check chain are nickle plated and will sustain normal wear and tear. Under normal usage, it will not rust. However, we do not recommend soaking the metal buckle, metal buckle and half-check chains in sea/lake water as this will void the warranty and may cause the metal buckle and half-check chains to rust. Like majority of products that uses metal component in their accessories, abrasions from microscopic particles such as sand or mud could erode the nickel plate and can potentially leave a stain on a dog with white coat when you are soaking the product in water especially in salt/sea/lake water. Our products are not meant for swims much like you wouldn't wear your jeans with your metal buckle belt when you swim. If you are looking for something specifically for swims, we would recommend something that is waterproof and entirely made of plastic (including the D rings).

Do you offer any wholesale options/prices for retailers and distributors?

Absolutely. If you are interested in carrying our products, please email us at hello@woofconcept.com and we will email you the wholesale price list and vendor application. Otherwise, we encourage you to reach out to one of our distribution partners for wholesale prices. Wholesale account must have a physical retail location. Online only stores are approved on a case by case basis.

How much does shipping cost and do you offer free shipping?

Please visit our shipping page https://www.woofconcept.com/pages/shipping

Are taxes included in the price?

Taxes will be calculated at checkout and will be reflected based on your geographic location.

How long will it take to receive my order? (COVID19 UPDATE)

All orders are processed within 1-2 business days. Shipping time may vary but typically, Canada customers should receive their order within 2-6 business days on standard shipping. US customers will receive their order within 2-5 business days. However, during COVID19, the transit times is highly unpredictable so please ensure you account for potential extra transit times. If you require your order at a certain time, please contact us for other courier options (charges apply for rush orders and if you require specific delivery times)

For Canadian Customers: Please note, if you elect to use a Free Shipping promo code at checkout, the standard shipping method will be used. We do not offer Free Expedited Priority Shipping.

Do you ship internationally and how much does it cost?

Yes, we ship globally and international shipping rates will be shown during checkout.

What type of payments do you accept?

We accept Visa, MasterCard, American Express, Google Pay, Apple Pay and PayPal.

Who can I contact if I have more questions?

Please feel free and email us at hello@woofconcept.com if you have any questions or concerns. We love to help and we will respond to your email within 1-2 business days. If you have any urgent questions, please mark the subject line as URGENT and we will respond to your email within 1 business day otherwise, we try to respond to your email within 1-2 business days.

Disclaimers:

While every endeavor has been made to accurately reproduce colors, there may be minor variations in color of the actual product because of the nature of the fabric and difference in display output due to lighting and digital photography and color settings and capabilities of monitors. We try extremely hard to ensure our photos are as life-like as possible, but please understand the actual color may vary slightly from your monitor. We cannot guarantee that the color you see accurately portrays the true color of the product and that there may be slight variances. To review our products in life-like scenarios, we recommend you looking at our look-book as well as our social media pages to view additional product photos. We have thousands of customers showing our gear off in different lighting, settings and places to help you make the best judgement.

We further note, no products in the same size and pattern would look exactly identical including the product images we have showed on our website. This is because our patterned webbing although repeats in the same interval may not be sewn in the same length as another product of the same sku.

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