When are products shipped?
We are committed to process all orders within 24-48 business hours and ship out from our facility in Vancouver BC.
How long will it take to receive my order?
It takes approximately 2-6 business days from the time your order is shipped to reach most Canadian destinations and 2-5 business days for most US destinations. Please note the approximate times is when the postal office receives our shipment. This does not take into consideration of our processing time. Shipping times are for reference only and not guaranteed unless special arrangements are made. During peak seasons, please expect delays.
**Our partner carrier networks are still experiencing delays due to safety precautions in regards to COVID-19. Your orders may see a delay in delivery time up to 7-14 days. If you are concerned about the location of your package, please contact us at email@example.com and we will gladly help track your package to ensure it remains en-route to you.
If you require your order before an exact date, please email us at firstname.lastname@example.org and we will provide you with additional shipping options. Additional charges will apply for rush orders.
Which courier and mail service providers do you use?
We use the following mail service providers
USPS - First Class
UPS Mail Innovations
Can I request a local/curbside pickup and exchange?
Yes, for Local pickup and exchanges, you must prearrange it with our team at least 1 business day in advance so we could schedule a specific time and assist with curb-side pickup and/or exchange. Please contact us at email@example.com for assistance with curb-side pickup request. Masks are mandatory during pickup within our facility as part of the new rules and regulations from Health Canada.
How much do you charge for shipping?
If your order do not qualify for free shipping, our shipping rates are as follows:
For all Canada orders, we charge a flat $10.99 shipping fee.
All US orders will be charged $12.99 shipping fee.
Shipping fee for international customers will be shown at checkout.
My order is lost in the mail, what should I do?
If you believe your order is lost in the mail, we advise you to contact us immediately at firstname.lastname@example.org quoting your order number and we will respond to your request within 1 business day. Please note, Woof Concept will not be responsible if there is a mistake on your address at the time you placed your order. You must notify us immediately if you made a mistake on the address field otherwise, Woof Concept will not be hold accountable or responsible for incorrect address input.
I provided the incorrect mailing address, what are my options?
If your order is marked as shipped, unfortunately, we will not be able to intercept and make changes to the shipping address once your order has left our facility. It will be up to the receiver from the address you have provided to ship the items back to us. However; we cannot guarantee the shipment will be returned. If the items are shipped back to us or our courier has determined the address to be invalid upon arrival at the destination, your order may be cancelled less shipping and handling charges. Please note, we are charged a return shipping fee from our logistics and courier partners and in the event your order is returned to us because of address input errors from your end, a return shipping fee of $12.95 may apply. You will be responsible for all shipping costs should you require us to reship the items to you.