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 2-5 business days from the time your order is shipped to reach most Canadian destinations and 2-4 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.
If you require your order before an exact date, please email us at email@example.com 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
*Please note, not all partner couriers may be listed in this section. We may use or elect other delivery and courier partners to complete the delivery of your order. If you require us to use a specific courier for your order, please email us at firstname.lastname@example.org and quote us your order number. Our team will try our best to accommodate your request and will be on a best effort basis. Please note, specific couriers may incur additional shipping charges*
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 requests.
How much do you charge for shipping?
If your order do not qualify for free shipping, our shipping rates will be calculated at checkout but typically, we charge a flat fee of $11.99 CAD to most Canadian and US Destinations. This may vary slightly based on your province or state.
International shipping 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.