FAQ

Orders

  • How do I place an order?

    • Orders can be placed anytime through our website. You may place the items you wish to purchase into your shopping bag. After you have updated the quantities and the products, confirm your order and proceed to checkout. Follow the instructions for billing information to complete your transaction.
  • Where is my order?

    • You will receive a confirmation email with your order number and summary once your order is placed. As soon as your order is processed and shipped, you will receive a confirmation email with tracking information.
  • Do you accept international orders?

    • Yes, Currently we only offer a flat rate shipping to Canada only.
  • Do you expedite orders?

    • We can accommodate your urgent pet needs. Overnight orders must be placed by 1 PM PST for same-day shipping. Overnight orders placed on Friday by 1 PM PST will arrive on Monday.
  • Can I track my order?

    • Absolutely! Once the order is processed and shipped, you will receive a shipping confirmation email with tracking information.
  • Can I change or cancel my order?

    • You may only change or cancel your order if it has not been packaged. Please email us at hello@wholewoof.com for order details.
  • What if I haven’t received my tracking information?

    • In some cases, it may take up to 24 hours for tracking information to be updated by the carrier. If you are a registered user, please log in to your account to view the status.
  • Help! I received a different product than ordered. What should I do?

    • If you have mistakenly received the wrong item, please email hello@wholewoof.com and we will gladly send you a shipping label for exchange.

 

Shipping

  • Do you offer free shipping?

    • Yes! Fur-tunately, orders of $39 or more ship for free within the contiguous United States.
  • How long will it take for my order to ship?

    • Most orders will be processed and shipped within 1 business day. However, since we dedicate time to play with our dogs, we do not ship on weekends or holidays.
    • Unfortunately, WholeWoof cannot be held responsible for conditions beyond our control, such as severe weather or service interruptions.
  • How will you ship my order?

    • All of our WholeWoof goodness ships via USPS.
  • What are your shipping rates?

    • Standard (4-6 Business Days)—$6.00
    • Expedited (2-3 Business Days)—$12.00
    • Overnight (1-2 Business Days)—$35.00
    • These rates only apply to the contiguous United States. Shipping to Hawaii and Alaska is subject to a flat rate of $9.00.
    • Canada - $30 Flat Rate
  • Do you ship outside of the contiguous US or to PO boxes?

    • Yes. However, orders shipped to APO/FPO, Alaska, Hawaii, and PO boxes cannot be expedited and will be shipped via USPS Priority Mail.
    • Your orders should arrive in 5-9 business days. Please note APO/FPO locations may require up to 21 days for delivery.

 

Payment

  • What forms of payment does WholeWoof accept?

    • We accept PayPal, Apple Pay, Visa, MasterCard, Discover, and American Express.
  • Will I be charged with a sales tax?

    • Since the federal government requires us to collect sales tax from states where we have a physical presence, we collect sales tax for California orders.
  • Can I use a discount or promo code?

    • We love expressing our gratitude to our loyal customers. If you have a promo code, please submit it during the checkout process.
  • Can I purchase a WholeWoof gift certificate?

    • Currently, WholeWoof gift certificates are not available.

 

Returns

  • Do you accept returns?

    • It is our goal to make the shopping experience satisfying for our pet parents. If for any reason you’re not satisfied with your purchase at WholeWoof, don’t terrier-self up about it! You may exchange or return the product for its original purchase price.
  • How long do I have to make a return?

    • All returns and exchanges are accepted within 30 days from the shipped date. The product must be in its original packaging for a full refund.
  • Does WholeWoof pay for return shipping?

    • Although we accept returns, the customer will be responsible for return shipping costs.
  • Can I return a sale item?

    • Sales items are final sale and are not eligible for returns.
  • What if I need more help with my return?

    • To start the return process, please email us at hello@wholewoof.com for assistance.

 

Food

  • My dog has a gluten allergy, is your food safe?

  • Is WholeWoof food grain-free?

    • Maintaining a healthy pet diet is essential for every pup. Check out our variety of grain-free treats, such as Buddy Biscuits and cookie boxes!
  • My dog has digestion problems. Do you have any doggy vitamins?

    • At WholeWoof, we have something for every dog. We offer a variety of treats that are rich in antioxidants and support a healthy digestive system.
  • Are your fruit treats organic?

    • Absolutely! Most of our fruit treats are low calorie, organic, and baked in a certified organic facility.

 

Clothes

  • How do I choose the correct clothing size for my dog?

    • At WholeWoof, we make sure your dog looks fetching. We have conveniently placed a dog sizing chart and and an illustration beneath every outfit description. We also indicate whether outfits run true-to-size or if you should go a size up.
  • How do I find the right bandana for my dog?

    • At WholeWoof, we handcraft our own bandanas with high-quality fabric from South Korea. Your pup will look pawsome in any of our selections!

 

Toys

  • Are your toys eco-friendly?

    • We have a variety of plush toys that feature an eco-friendly filler made from 100% post-consumer, certified-safe, recycled plastic bottles.
    • At WholeWoof, we make it our mission to help reduce our carbon pawprint. We have eco-friendly, biodegradable pocket bags for your walks with your pup. Be eco-friendly on-the-go!
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