Return Policy
GENERAL POLICY
For customized items:
Customized items are not eligible for return. However, if your order arrives damaged, incomplete, or if there's any issue, please contact us immediately, and follow the guidelines below in the Damages & Issues section.
At Wumbo Woof, we believe in going the extra mile for our customers. While most stores don't accept returns on customized items, we're different. We gladly make exceptions to this rule, even at our own expense, because your satisfaction is always our top priority.
Additionally, a significant portion of our profits is dedicated to supporting shelters and adoptive or foster pet parents. As a community of passionate dog lovers, we trust you to be honest, and we're committed to ensuring you receive products that exceed your expectations.
For non-customized items:
Products must be returned within 14 days of receiving your order.
Items must be in the original condition, unworn, unwashed, with all tags still attached, and are in their original packaging. Additionally, pet accessories must not have any pet hair attached.
DAMAGES & ISSUES
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing, or if you have received the wrong item. Claims for any of the listed issues must be made within 48 hours of receipt based on the original shipment tracking. Any issues that are reported to us after 72 hours of receipt will not be eligible for replacement or refund.
Please email us at contact@wumbowoof.com with the following information.
- Your order number
- Name and size of the damaged item
- Whether you would like a replacement or refund (excluding original shipping cost and card processing fee)
- Photos that show:
- The damage as clearly as possible
- Full-length photo of the item
- Wumbo Woof’s hang tag
Once we confirm that your damaged item is eligible for a replacement or refund, we will send you further instructions on how to send your damaged item back to us. If you request a replacement, we will send you your replacement after we receive your damaged item, and you will receive a new tracking information’s email.
RETURN PROCESS
To start a return, you first must contact us at contact@wumbowoof.com with the following information.
- Your order number
- Name and size of the item you wish to return
- Reason for return
If your return is accepted, we will send you further instructions on how to send your package to us. Items sent back to us without approval by us will not be accepted.
Return shipping is customer’s responsibility. You can choose whichever carrier to send your package to us. However, if the package does not reach us safely, we will not be able to complete the return, so we recommend sending via a traceable method (i.e. with tracking information). We are not responsible for lost or misrouted items being returned.
Note that original shipping cost (i.e. shipping cost you paid when placing your order) and card processing fee (i.e. fee collected by our payment processors) are not refundable.
REFUNDS
Refunds are processed up to 7 business days after we receive and inspect your items. We will email you once the return has been processed to confirm your refund. You will receive a refund for the purchase price, plus sales tax if applicable, but excluding original shipping cost (and its associated sales tax) and card processing fee, directly to the method of payment used for the purchase.
Please only contact us if you have not received your refund confirmation email after 7 business days from the date of delivery noted in your return tracking. After that, it can then take up to 5 business days for your refund to appear in your bank account.
EXCHANGES
The best way for exchanges is to request a return of the items you received and place a new order on the items you would like to exchange for. Exchanges must be done within 14 days of receiving your order. Customized items, if not damaged, are not eligible for exchange.
USAGE ISSUES
Wumbo Woof is not to be held liable for any damages whatsoever, including but not limited to: defect in material or workmanship, misuse or improper use of products, accident or death regardless of the cause, negligent or faulty design. Any performance specifications are believed to be true, but are not verified. The consumer shall not rely on any data and performance provided by Wumbo Woof. It is the buyer’s responsibility to determine the suitability of any products, to test and verify before use.
By purchasing and/or using our products, the consumer hereby waives all liability claims against Wumbo Woof, its employees, partners, affiliates, distributors, and retailers.
DISPUTES
If you initiate a dispute with your bank and it is not our fault, your refund (if any) will exclude both the card processing fee and $15 dispute fee. These fees are collected by our payment processors and are not refunded to us. Dispute is a huge cost for small businesses like ours. As such, we would love to work with you to resolve the issue to the best that we can.
