FAQ

What type of payments do you accept?

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

Where are your products made?

Our leashes, collars and harnesses are made in Canada.

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

Please refer to our size chart for product measurements. Please ensure you carefully measure your dog's girth and neck size before placing an order. 

What are your refund, cancellation and exchange policy?

If you do not like our products for any reasons, we will be more than happy to exchange or refund your purchase within 30 days less shipping and handling (Please see exclusions below). The product must be in perfect reusable condition and all original tags must be intact. We do not accept any product returns that have been excessively used or damaged. Please note, the purpose of our 30 day money back is to provide you with an opportunity to ensure the product fits your pet and is not intended to be excessively used and returned. All sale items are final sale and only exchange is permitted. Sale items are marked with a sale tag.

* Exclusions - Please note due to sanitary reasons, we do not offer exchange or refund for pet apparel such as bow ties, bandanas and play tents/Teepee. We do not offer refunds or exchanges for customized orders. Please ensure you provide us with the correct measurements for all customized orders to avoid any issues with the fitting.

Order Cancellations and Exchanges:

Our order fulfillment system is automated and once an order is received, our system will generate the shipping labels immediately. If an order is marked as pending, a restocking fee of $4.95 will apply . If your order is marked as shipped, we cannot cancel the order. You will be responsible to ship the item back to us if your product qualifies for returns less shipping and handling charges. Please note a restocking fee will apply for all returned orders. Exchanges for different size will be exempt from a restocking fee. 

Please ensure you obtain prior approval from us before shipping the products back to us at hello@woofconcept.com quoting your invoice number otherwise, the product will not be refunded. In order to keep our products at the most favorable economics to our customers, we do not offer complimentary return shipping labels, you will be responsible to deliver the product back to us in new condition and our product tag still in tact. If product is deemed excessively used and or tags are missing, we may provide a website credit based on our discretion. Woof Concept will not be hold responsible for lost or stolen packages or if you provide us with the incorrect shipping address.

Refunds will not be issued for non-deliverable items that has been sent to the address you have provided. If you exceed the maximum holding period offered by our shipping partners and the order is shipped back to us, you will be responsible for paying the shipping cost if you require the order to be shipped to you or to another shipping address. 

Are you looking for Professional Product Reviewers?

Absolutely! 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 10,000 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?

We offer limited lifetime guarantee on our leashes, collars and harnesses. If our product breaks due to craftsmanship defects, we will send you a replacement at no cost to you. However, negligence and misuses are not covered under our limited lifetime guarantee program. Our warranty covers the life-time of the product which is defined as 5 years from purchase date. Please note, cosmetic damages due to normal wear and tear does not impact the functionality of the product and is not covered under our warranty. Natural breaking of the color over time is normal and also not covered by our limited warranty policy. Our trained professional can tell the difference between damages due to chewing and normal wear and tear.

Our warranty coverage does not include wear and tear on the reflective stripe of the leash. Overtime, this component will worn out but will not impact the overall purpose of the leash.

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 office location. Online only stores are approved on a case by case basis.

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

Shipping rates will be calculated and shown at checkout. We offer free shipping for US and Canada customers if they spend $80 or more. Free shipping is only applicable for collars, leashes and harnesses. 

Which postal service provider do you use?

For all Canadian orders, we use Canada Post unless your order qualifies for bulk shipping (pet beds), then from time to time we may use Purolator or Fedex.

For US orders, we may use the following carriers and postal services

USPS

FEDEX

UPS

Ascenda

Canada Post

Canpar

Are taxes included in the price?

Yes, taxes are already included in our price.

How long will it take to receive my order?

All orders are processed within 2 business days. Shipping time may vary but typically, Canada customers should receive their order within 2-7 business days on standard shipping. US customers will receive their order within 2-5 business days.

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.

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 business day.