FAQ
WHO ARE WE?
Hey! It’s great to met you. My name is Justine and I’m the founder of woofhound. My Mini Australian Shepherd, Stark, is woofhound’s chief play officer - he’s the one really calling the shots, lets be honest!
woofhound is a female founded company based in toronto with two main product focuses. first and foremost, woofhound is leading the charge to bring affordable luxury dog accessories, that are just as functional as they are gorgeous to canadian market (and the international one, too!). our second product line is dog themed lifestyle cozy-wear + accessories for paw'rents, the kind of stuff that you actually want to wear instead of just feeling kitschy.
Learn more about us here.
TELL ME ABOUT YOUR ARTWORK...
Almost all of our artwork, whether it be our gorgeous woofhound dog accessory designs, all the way down to the lifestyle items (think of our super cool artwork and dogs on those products, both our woofhound lines and our custom lines!) is sourced from female artists all over the world.
we're always on the lookout for up and coming artists that fit our style. if you're interested in collaborating, don't hesitate to reach out at hello@woofhound.co.
HOW CAN I PAY?
We currently accept Visa, Mastercard, Amex, PayPal, Google Pay, Apple Pay and ShopPay as payment methods.
HOW MUCH DOES SHIPPING COST?
Currently, we are offering free shipping to Canada & the continental US on all orders over $50 CAD. Orders under $50CAD have a flat rate of $5 to ship anywhere in Canada and $8 to ship anywhere in the continental US. We have a flat shipping rate of $20 CAD for any orders going to Australia/New Zealand and the UK. Shipping costs are calculated based on sending the items from our production facilities in Ontario, Canada and the US. Note that due to the ongoing COVID-19 pandemic, some production may be shifted to alternative suppliers in the US or Europe to ensure you get the product you want as soon as possible. Woofhound will cover any additional shipping costs should this occur, however any additional taxes or duty will be the responsibility of the customer.
ONLY PART OF MY ORDER ARRIVED, WHERE IS THE REST?
This means your order shipped from more than one fulfillment centre! You will receive a tracking number on the other items as soon as they ship.
Due to the ongoing COVID-19 pandemic, some supply chains have slowed and we're utilizing multiple suppliers and fulfillment centres to ensure you get your items as quickly as possible. Don't worry about any added costs though! Woofhound is covering all additional shipping costs for multiple packages being delivered - you just pay the flat fee (or $0, if your order is over $50CAD!)
HOW CAN I RETURN OR EXCHANGE MY ITEM?
Check out our returns and exchanges page for more information
CAN I BUY A GIFT CERTIFICATE?
Absolutely!Purchase gift certificates here!
Gift certificates can be redeemed during checkout.
COVID-19
Currently woofhound is still fulfilling and shipping all orders. Due to the uncertainty of the current situation, we cannot guarantee an arrival date. We are working with our suppliers to ensure that all of our lifestyle collection is produced safely and shipping as soon as possible. With this in mind, some suppliers have provided alternative options to prevent any break in the supply chain. Given this, some products will be shipping from our fulfillment centers in Canada, the US or Europe. This is due to implementing elevated safety precautions during COVID19. There may be duty or taxes added to some orders on arrival due to this. If you are concerned that your product may arrive from a country outside of North America, please reach out to us at hello@woofhound.co and we will do our best to accommodate you. Please keep in mind that all shipping companies worldwide are experiencing their own delays and they are expected to intensify throughout the holiday season, and this is out of the control of woofhound. You will be updated with a confirmation email and a tracking number once your order has been fulfilled. If you have any further questions please contact woofhound at hello@woofhound.co - thank you for your ongoing patience and support.
CAN I CANCEL OR CHANGE MY ORDER ONCE IT HAS BEEN PLACED?
We begin to fulfill our orders as soon as one hour after the order has been placed to ensure you receive your item as quickly as possible. Given this, cancellations or changes will be on a case by case basis. If a semi-custom item has already been sent to production, there will be no refunds or cancellations. Please email us at hello@woofhound.co as soon as possible to request a change and we will do our best to accommodate.
MY DISCOUNT CODE DIDN'T WORK?
Please note that discounts and promo codes are only valid on full-price items with some exceptions which will be noted.
INTERNATIONAL DUTIES
Note that due to the ongoing COVID-19 pandemic, some production may be shifted to alternative suppliers in the US or Europe to ensure you get the product you want as soon as possible. Woofhound will cover any additional shipping costs should this occur, however any additional taxes or duty will be the responsibility of the customer. All parcels arriving from outside of your home country may be subject to duties & taxes. This is dependent on the country's customs policy and payable by the customer. All duties, taxes and customs charges are the responsibility of the customer once the order arrives in its destination country. If you have questions or concerns surrounding this, please reach out to us at hello@woofhound.co
WHEN WILL MY ORDER SHIP?
Please allow 10-15 business days for processing before shipment. Shipping times vary based on the shipping address provided and the capacity of our shipping partners. We always aim for our orders to be shipped the first business day after processing. Please note that shipping delays may occur during high demand periods like holidays, sales and pandemics.
WHERE DOES MY ORDER SHIP FROM?
woofhound lifestyle collection items ship from our location in Toronto, Ontario or directly to you from our partner fulfillment facilities in Canada, the US and Europe to ensure that you are getting your item as quickly as possible.
HOW CAN I TRACK MY ORDER?
Once your order is shipped, you will receive a shipping confirmation email that will include tracking number. If you can’t find your shipping confirmation, please double check your spam, junk and promotions folders, they tend to try to hide in your inbox!