Shipping & Returns

Request A Return

For US returns; Click here to create a return if your order is within 30 days of delivery.

If you and your pup are not 100% happy with your purchase, complete this form within 30 days of placing the order and we will issue a prepaid shipping label as well as details on processing your refund. 

Please be aware we charge a $2.50 restocking fee on all returns.

Once the form is submitted you can expect to receive a return label via a separate email. Please use that to send your unwanted item(s) back. Please check you spam/junk folder if you do not received an email within 8hrs.

Once the item is received, it usually takes 7-10 days to process. When processed, we’ll refund your original form of payment and send a confirmation email.

If your return is older than 30 days please contact hello@awoopets.com with a with order number and details of return for assistance.

For our International Returns policy please scroll down.

Domestic US Shipping Options

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 $100, before taxes & duties*

*Expedited 2-5 day shipping available on orders over $100 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.

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

+ 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?

We’re no longer offering free exchanges. 

All returned items will be refunded once they've been inspected by our team. If you need a different size or colour of an item, then you'll need to place a new order. 

+ What is your return policy?

If you and your pup are not 100% happy with your purchase, contact hello@awoopets.comwithin 30 days of placing the order and we will issue a prepaid shipping label as well as details on processing your refund. 

Please be aware we charge a $2.50 restocking fee on all returns.

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 if my item is faulty?

Please email hello@awoopets.com with any problems relating to your items and we will reply within 24 hours.

+ What is not covered under return policy:

- Regular wear and tear after 30 days

- Chewed items

- Misuse

- Tarnishing of brass hardware

- Stains after use

International Shipping

We offer shipping to selected international countries outside the United States.

Shipping rate is calculate at checkout based on weight and shipping location.

Shipping Information

- 8-14 business days shipping time

- Customer will be notified of local duties and taxes that are owed and will have to be paid before delivery.

- 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).

International Exchanges and Returns:

- 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