Effective Date/Last Update: November 21st, 2024
Your happiness with our products is paramount. That's why we back everything with a 100% guarantee. Prior to any transactions, however, do get acquainted with our return protocols and understand that our 100% guarantee offer is to ensure your happiness as best as we can.
Stumble upon a faulty item in our subscription box? Fear not, we're here to rectify.
If we deem that a product was faulty from factory, we will work hard to come to the best resolution with you including possibly replacing the item in your next box. Returns on subscription boxes are not possible.
If you discover a toy or treat in one of your WoofCrate subscription boxes that your pup absolutely loved and you’d like to reorder, you can do so by reaching out to us! If you receive a defective product, please email us at happy@woofcrate.ca with clear photos and/or videos of the issue, along with a detailed explanation. Defective item claims must be submitted within fifteen (15) days of receiving your shipment, and postal service notifications may be required to verify delivery details. If the product is determined to be defective at our discretion, we will ship a replacement of similar value and type as soon as reasonably possible. Please note that the investigation process may take up to two (2) weeks.
If you are dissatisfied with a product for any reason, such as quality, color, or incorrect size, please contact us at happy@woofcrate.ca. Each case will be handled individually, considering factors such as the product’s cost, the issue reported, and whether shipping was included. Our ultimate goal is to ensure every customer and pup is happy!
We offer a 30-day return policy, which means you can request a return within 30 days of receiving your item.
To be eligible for a return:
For any questions regarding returns, you can always contact us at happy@woofcrate.ca.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong product. We’ll address the issue and make it right as soon as possible.
If you purchased an incorrect item (e.g., wrong size or color), your return may be subject to a $10 return fee to cover processing costs.
Unfortunately, we do not accept returns on sale items or gift cards.
To exchange an item, we recommend returning the original product and placing a new order for the desired item once your return is approved.
If your order is being shipped into the European Union, you are entitled to cancel or return it within 14 days for any reason without providing justification. To be eligible, the item must be unused, in its original condition, with tags, and in its original packaging. Proof of purchase is required.
Once we’ve received and inspected your return, we’ll notify you of the refund decision. If approved, the refund will be processed back to your original payment method within 10 business days. Please note that banks and credit card companies may take additional time to process and post refunds.
If it’s been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at happy@woofcrate.ca.
