Shipping, Returns & Refunds
We currently offer 3 shipping options for domestic shipping at a fixed price;
- Standard - 3 to 10 day with tracking
- Expedited - 2 to 5 day with tracking
- Free standard 3 to 10 day shipping on orders over $75, before taxes & duties*
*Expedited 2-5 day shipping available on orders over $75 at customer's expense.
All orders placed before 5pm EST will be shipped next working day Monday to Thursday.
For orders placed on Friday, Saturday and Sunday will be shipped Monday.
We offer shipping to selected international countries outside the United States.
Shipping rate is calculate at checkout based on weight and shipping location.
- Customers are solely responsible for all duties, import taxes and brokerage fees.
- Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs.
- If you refuse a shipment because of unexpected import fees, shipping charges will not be refunded (but we are happy to work with you to get the goods back to your door).
It can take 1-2 business days for tracking numbers to activate. If after 3 days the link has not updated, contact hello@awoopets.com with your order confirmation number.
Send us a message via the chat box as soon as possible that you would like to make a change. Orders are shipped the next working day from Monday to Thursday, we are able to make changes to your order up until 11am the day after your order is placed.
If you are swapping for an item that is more than your original order, we will send you a payment request for the price difference. Once it is paid, your order will be shipped.
We accept payment from Visa, Mastercard, Discover and American Express. We also accept payment via Paypal, Apple Pay and Google Pay.
When your credit card is charged, it usually takes 1-2 days for the payment to show in your transactions.
- Regular wear and tear after 30 days
- Chewed items
- Misuse
- Tarnishing of brass hardware
- Stains after use
- Used dog toys
Email hello@awoopets.com with any problems relating to your items and include images or videos showing the issue. We will reply within 24 hours.
US Returns
We accept returns on all orders within 30 days of delivery.
Please be aware we charge a $2.50 restocking fee on all returns.
If your return is older than 30 days please contact hello@awoopets.com with a with order number and details of return for assistance.
International Returns
- We are unble to offer free returns for International orders.
Returns should be addressed to:
Awoo Pets, 157A 1st street, Unit 350, Jersey City, NJ 07302
Please include packing slip in return parcel.
- Exchanges are not available to international customers. If you need a different size or colour of an item, then you'll need to place a new order.
- All shipping costs for international returns will be at the customer’s expense.
- Duties and taxes paid must be claimed back by the customer after they have been returned.
- Please be sure to check your dogs measurements before ordering to avoid unnecessary returns.
- International orders may experience delays in customs.
Please note that orders shipping to an APO address may be delivered outside of the standard shipping window. It's possible for tracking updates to stop at point of country exit when the package is handed off to the Military Postal Service Agency. If your tracking hasn't updated in over two weeks, please reach out to us at hello@awoopets.com and we'll be happy to help with next steps!
- American Samoa
- Angola
- Argentina
- Botswana
- Brunei
- British Indian Ocean Terr.
- Central African Republic
- Chad
- Christmas Islands
- Cocos (Keeling) Islds
- Congo – Kinshasa
- Cook Islds
- Cuba
- Curaçao
- East Timor
- Eritrea
- Falkland Islands
- French Guiana
- French Polynesia
- French Southern Territories
- Guadeloupe
- Guinea
- Heard Island and McDonald Islands
- Iran
- Lesotho
- Martinique
- Mauritius
- Mayotte
- Mongolia
- Nauru
- Niue
- Norfolk Isds
- North Korea
- Panama
- Palestinian Territories
- Pitcairn Islands
- Reunion (Bourbon)
- Seychelles
- Sint Maarten
- Solomon Isds
- Somalia
- South Georgia and the South Sandwich Islands
- South Sudan
- St. Helena
- St. Pierre & Miquelon
- Swaziland
- Syria
- Tajikistan
- Timor-Leste
- Tokelau
- Turkmenistan
- Tuvalu
- Vatican City
- Western Sahara
- Western Samoa
- Yemen
