Refunds/Exchanges

 What are your refund, cancellation and exchange policy?

This policy may change from time to time without notice. 

If you do not like our products for any reasons, we will gladly exchange, issue a store credit or refund your purchase within 30 days less shipping and handling charges. (Please see exclusions and exceptions below). To be eligible for a return/exchange, the product must be purchased in full price (non discounted price). 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 used or damaged. Please note, the purpose of our 30 day money back is to provide you with an opportunity to feel the product in an indoor environment and is not intended to be used and returned. Product that comes with tracking and is currently marked as in transit will not qualify for any refunds. Refunds will not be issued if the product is sent to the wrong location that you have provided, rerouted to us because your location did not accept the packages (i.e. security or attendant rejected the shipment etc). You will be responsible for any additional shipment costs and fees if you require us to reship the items to you. 

All sale items are final sale and only exchange are permitted. Sale items are marked with a sale tag or during a sales event (i.e. Promotion for Black Friday, Cyber Monday, Boxing Day, Flash Sale, etc).

Customized orders are non refundable and nonexchangeable such as an added component. (for example, requesting for an 8 feet leash, downsizing or swapping a different buckle).

* Exceptions * - During the COVID19 pandemic, our exchange/refund policy may change from time to time. We strongly encourage you to check this page and this section on a regular basis and review our most up to date return and exchange policy. You can also contact us at hello@woofconcept.com for updates. Our staff, team members and business partners health is our top priority therefore, we currently only offer exchanges as any returned items will not be restocked into our inventory even if they are claimed to be unused. We want to ensure every product that our customer are purchasing are new and comes right from our assembly line. There are a few options for exchanges. To initiate an exchange and review options, please contact us at hello@woofconcept.com and your email will be answered within 1 business day. Due to the high volume of emails we have been receiving , please mark your email subject line as "exchange" for a priority response otherwise, our standard response time is currently 2 business days. For returns, please contact us for additional options as we make every effort to ensure you are happy with your purchase. Please further note, no refunds will be provided if your order is still marked as in transit from Canada Post or any of our couriers. During COVID19, there has been delays with transit times. Please be patient as our courier partners are trying their best to deliver your products. As long as your order is marked in transit, it does not mean it's lost.  

For Local pickup and exchanges, you must prearrange it with our team at least 2 business days in advance so we could schedule a specific time and assist with curbside pickup and exchange. Please contact us at hello@woofconcept.com for assistance with curbside pickup request. 

* Exclusions * - Please note due to sanitary reasons, we do not offer exchange or refund for pet apparel such as bow ties, bandanas, beds 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. 

Please note we do not offer any exchanges and/or refunds for the following patterns listed below as well as patterns that have been discontinued and no longer listed on our website as they are part of our limited runs or marked for final sale. 

  • Trip 
  • Rouge 
  • Totem
  • Noir 
  • Navy 
  • Freedom
  • Comic 
  • Bling
  • Smart Casual
  • Pixel 
  • Desert Camo
  • Ugly Sweater

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 $8.95 will apply . If your order is marked as shipped or fulfilled, 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.  

A lot of costs goes into our fulfillment of orders from picking and packing to delivery, packaging, postage and postage supplies. Please note a restocking fee will apply for all returned orders and restocking fee is charged on a per item basis. Exchanges for different size is permitted and a restocking fee will not apply. Please ensure you are measuring your dog based on the size chart we have provided to avoid having fitting issues. Please note, different brands have different collar measurements. Please ensure you check our size guide to ensure you have selected the correct size. 

Please obtain 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 the 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 held 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. Refunds will not be issued if you made a mistake on the address. Please check the address carefully before submitting your order.

If and when your order has not arrived after 30 business days have passed, please reach out to us immediately for next steps so that we can assist with your order replacement. 

How do I exchange my product if it doesn't fit or I want to exchange it to a different pattern?

If you’d like to exchange your item, please contact us within seven days at hello@woofconcept.com. All items must be in perfect condition and show no signs of use. Your only responsibility will be the cost of shipping the item(s) to us. Please see exclusion and restrictions above. 

Exchanges can only be given within seven days of your receipt of the item(s). We do permit exchanges of a different patterned product of equal or lesser value.  

To initiate an exchange request, please email hello@woofconcept.com 

*If there are any conflicting information provided on our website, please contact our webmaster at hello@woofconcept.com immediately so that this could be rectified. If such conflicting information arise, the information on this page will prevail*