Shipping & Returns

Shipping Options

We currently offer 3 shipping options at a fixed price;

  • Standard - 3 to 8 day with tracking; $6
  • Expedited - 2 to 4 day with tracking; $15 
  • Free standard 3 to 8 day shipping on orders over $75
    • *Expedited 2-4 day shipping available on orders over $75 at customer's expense*

    Please keep in mind there may be some delays due to the global pandemic, but we will endeavor to make sure you receive your order as soon as possible. 

    Where do you ship?

    We currently ship domestically to all 50 states. Sign up for our mailing list to be the first to know when we begin offering international shipping.

    I haven’t received my tracking information.

    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.

    I’d like to change my item or change shipping address.

    We try to process orders as quickly as possible so please contact hello@awoopets.com within 5 hours of placing your order with the confirmation number and ‘Change of Item’ OR ‘Change of Address’ in the subject of the email and we will manually update your information before the order ships.

    What forms of payment do you accept?

    We accept payment from Visa, Mastercard, Discover and American Express. We also accept payment via Paypal and Apple Pay.  

    When your credit card is charged, it usually takes 1-2 days for the payment to show in your transactions.

    What is your exchanges policy?

    If you wish to exchange your item for any reason, contact hello@awoopets.com within 14 days of receiving the item and we will issue a prepaid shipping label and happily exchange it pending stock availability.  Item must be unused, in the same condition, and with the original Awoo packaging and tags attached to be eligible for exchange. 

    What is your return policy?

    If you and your pup are not 100% happy with your purchase, contact hello@awoopets.com within 30 days of placing the order and we will issue a prepaid shipping label as well as details on processing your refund. Once the item is received, it usually takes 1 week to process. Once processed, we’ll refund your original form of payment and send a confirmation email.

    What is not covered under return policy:

    • Regular wear and tear after 30 days
    • Chewed items
    • Misuse
    • Tarnishing of brass hardware
    • Stains after use