Shipping + Return + Refund Policy

Shipping

All orders are lovingly processed at our HQ in Riverview, Florida, within two business days. 

For the continental US:

If your order is $85 or more, you qualify for free standard shipping. If your order is less than $85, we charge a flat rate standard shipping fee of $5.49 for your order and ship via USPS Ground Advantage® standard delivery with tracking, which usually arrives within 3-10 business days.

For non-contiguous US states and territories:

If your order is less than $85, we charge a flat rate standard shipping fee of $9 for your order and ship via USPS Ground Advantage® standard delivery with tracking, which usually arrives *within 3-20 business days.

We now also offer the following expedited shipping options for the continental US:

  • Priority Mail for $8 (3-4 Bz days, USPS not 'guaranteed')

  • Express for $15 (2-3 Bz days, UPS not 'guaranteed')

  • Express Guaranteed for $49 (1-2 Bz days, 'guaranteed')

(Free Shipping with orders over $85 only applies to the standard 3-10 business day shipping only and to *Woof Creek brand products only.)

*Important shipping information regarding Partners' Products:


Merch: Merchandise featuring the Woof Creek logo is produced and shipped by a partner manufacturer, Printful. These items ship separately and include individualized shipping costs that vary depending on the product, its weight, and your delivery ZIP code.

Other Trusted Brands: Items from other brands on our site (i.e. Other Trusted Brands on our site like eco-safe toys, feeding platters, diagnostics, etc.) ship separately and include individualized shipping costs that vary depending on the product, its weight, and your delivery ZIP code.

Need assistance? Reach out to us at bark@woofcreek.com

Where is my shipment?

After you complete your order, you can add a phone number or email address to receive shipping updates and tracking information.

You also have the option to download the Shop App from your order status page. 

After your order has been shipped, the carrier takes responsibility for safe and efficient delivery. The shipping carrier's tracking information allows you to follow the status of your order, and is usually accurate and real-time. If you are facing delays of more than 15 business days, please contact the carriers directly at your local post office or UPS store and/or connect to their national contact:

For USPS shipments: 
You can also submit a Help Request Form: The USPS recommends that you complete this online help request form before you start a Missing Mail Search. Please use a desktop computer to submit your form. USPS will forward your request to your local Post Office™ facility to help locate any missing items.

For UPS Shipments: View UPS Service Alerts Page or Contact UPS 

NOTE: Each carrier and its specific mail service (i.e. USPS Ground Advantage® or USPS Priority® etc.) has different timeframes for when they consider a package lost and for when they allow a claim to be filed. See the example chart below (which may change by the respective carriers from time-to-time:

USPS Chart for Lost Packages 

During the limbo time that an order is still in transit/delayed/not officially 'lost' per the chart above, we suggest using the USPS/UPS contact info. For example, USPS's 'Lost' timestamp for packages shipped via Ground Advantage is 45 days.

"But I need my Woof Creek Wellness Products; I am out!" 
We know you rely on our wellness products, and a delayed order is more than frustrating; your fur baby relies on our products!
1. While you wait for the original delayed order, we can create a discounted replacement order for you and an option for an upgraded shipping method if you desire. An e-invoice will be sent and once paid, the replacement order can be shipped right away. Please contact us directly and our Customer Care Team will be glad to assist with this!

2. If the delayed original order then gets to you before the carrier's 'lost' timestamp:
  • keep the original order for back stock, or;
  • return the original order for a product refund (minus return shipping costs): We will email you a return shipping label for you to print and adhere to a ship-safe box. Once product is received unopened and intact, a product refund will be issued to your original payment method right away.
3. If the original order is indeed lost, having reached the carrier's 'lost' timestamp:
  • we will refund the product cost and shipping fees to you, as we will then be able to file a claim with the carrier on your behalf (saving you the inconvenience and time of filing it), or;
  • you can file a claim with the carrier to recoup the product cost and shipping fee.
If any of the above details don’t answer your shipping status questions, please contact us directly and our Customer Care Team will gladly assist in any way possible.

Returned Shipments

Orders that are "Returned to Sender," "Insufficient Address," "Undeliverable," etc:

If your order gets returned to us due to an inaccurate shipping address entered at time of purchase or such scenario, we will:

  1. contact you via email to ask you to revise your shipping address in your Woof Creek profile, and
  2. 2. you can either pay for the reshipment of your order via an e-invoice we can email you, or you can request a product refund minus the original shipping fee (if the order had a shipping fee.)

Please contact us with any questions.

My package arrived damaged.

After we prepare and ship your package with the shipping carrier, the order is then on the shoulders of that shipping carrier, usually USPS or UPS. We do purchase inclusive shipping insurance of $100.00 for every shipped order within the lower 48 United States. In the case of a damaged delivery, we will submit a claim on behalf of you and Woof Creek, which will include applicable coverage for any proven damage or missing product(s) and the cost of the replacement/reshipment of any damaged or missing product after you submit proof of damage with photos and/or complete the required short-form affidavit from the company, Shipsurance, stating the details of the damage or loss. Shipsurance does require that the damaged package be saved during the claim process. Please contact us with further questions.

My package came and my order is incomplete or incorrect. 

  • Order Errors:

    • If order error was made by the customer when the order was placed, the Customer shall pay for necessary exchange shipping charges.

    • If errors in product quantity or type were due to Woof Creek’s shipping & processing department, Woof Creek shall pay for exchange shipping charges.

    • Exchanges to correct an order error may be processed if there is an issue with address details, product quantity, or incorrect product type:

Please contact us with any issues, questions, and details, and we will work to get you all situated right away.

Where all do you ship to?

Where do you ship to?

USA: We ship to the lower 48 United States, and we do offer shipping to Hawaii, Alaska, Puerto Rico and the US Virgin Islands, though our standard shipping discounts do not apply, but it is still quite economical via USPS. For example, to Hawaii, a $50 order costs the customer $9 to ship.

CANADA/INTERNATIONAL: Our wonderful Canadian distributor, DOGsAGE.ca, ships our Woof Creek Wellness product catalog throughout Canada and to most of the globe. Contact them here or call them directly at 1.416.819.0427.

Please contact us if you have any further questions.

Returns

We have a guaranteed, risk-free 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To start a return, exchange, and/or schedule a free 15-minute consultation, please contact us. If requesting a return, we’ll send you a return shipping label, as well as instructions on how to ship your item(s) back to Woof Creek. 

After requesting your return, you will have 30 days from the date the return is approved to send the item(s) back for a full product refund to your original payment method. Refunds are processed after the item(s) arrive at our headquarters.

If the returned item(s) are received more than 30 days after the return approval date,  you may still qualify for a product refund issued as store credit for up to 60 days from the return approval date. After this 60-day window has passed, returns will no longer  be accepted.

Please also note that items sent back to us without first requesting a return will not be accepted. 

We can also offer a free 15-minute phone consultation to determine if an alternative product fits better for you and your fur family; simply send us an email to bark@woofcreek.com, and we'll give you the code for the free consultation.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and correct it for you quickly.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Product Subscriptions Refund Requests

Our STANDARD product subscriptions have customizable delivery frequencies, and honor a no-obligation cancellation request.

Our discounted PREPAID product subscriptions are non-refundable, except for extenuating circumstances on a case-by-case basis. If approved by the Woof Creek Customer Care Team, the refund amount will be prorated based on the completed term.

The PREPAID plan you select ships on the plan's set shipping frequency (either monthly or quarterly, whichever plan you select and pre-pay for). In other words, the shipping frequency cannot be altered, neither in our system or by policy for managerial and product-safety reasons. The shipping date within the set frequency can be revised by you in your Product Subscription Customer Portal.

Contact us at bark@woofcreek.com with all subscription questions or requests.