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Frequently Asked Questions
1. I have a question about my order that was already placed, how do I reach you?
Please remember to include your order number so we can look up your information. You can reach us by email at orders@woofandwag.com or info@woofandwag.com . Email is the quickest way to reach us and get a response.
2. My order confirmation email did not list the color or size tha purchased, how do I check that you have the correct order?
If the color and size of your item does not show up on the confirmation email, it is still recorded in our store system. If you would like to double check your order and make sure the correct size and color were purchased you can click here: Customer Service . Once you are at the customer service page please enter your order confirmation number. Your order details will then be viewable.
3. Do you accept exchanges or returns?
Returns/exchanges are accepted. You must contact us if you plan to exchange or return an item within 7 days of your receiving them. You must receive an Return Authorization number for any return or exchange (no exceptions). Refunds do not include shipping costs. All shipping fees are the responsibility of the customer, including shipping on exchanges. Items must be in original intact packaging, have all tags and hangers attached and be in new condition free of smoke and pet hair. Items are not in the above listed condition we cannot accept as a return or exchange. We only accept returns or exchanges to our PO Box address so all returns and exchanged must be shipped by USPS only.
4. Do you charge sales tax?
No sales tax except for items shipped to New York and Nevada.
5. What type of payment do you accept?
We accept Paypal, Visa, American Express, MasterCard and Discover. We also accept offline credit card payments via fax. All prices are listed and charged in US currency only.
6. How much is shipping and how do you ship?
To see shipping rates and methods please click here: Shipping Policies
7. How do I know you received my order?
When your order is placed and payment is received and authorized, you will receive and order confirmation by email. This will contain your order number. You can go back to our site at anytime to check on the status of the order using your order number. All correspondence is sent to the email address you gave at checkout. Please make sure it is correct and an email you check regularly.
8. How do I know when my order has shipped?
You will receive an email with shipping details and tracking number once your item is shipped. All correspondence is sent to the email address you gave at checkout. Please make sure it is correct and an email you check regularly.
9. Can my order be canceled or changed?
If your order has not already shipped you can cancel or change your order. Please email us at order@woofandwag.com
10. What happens if item is out of stock or backordered?
If your item is out of stock or backordered we will notify you within 24-36 hours (except weekends and Federal Holidays). For back orders we will notify you and let you know the approximate time when item will ship. If your ordered more than one item and one or more items are back ordered we will ship backordered items to you at no additional cost. For items out of stock we will notify you within 24 hours and a full refund will be offered or a replacement item.
11. I would like to submit a product review, how can I?
We love hearing from customers about the products we sell. If you would like to submit a product review please email us at info@woofandwag.com . We post customer product reviews.
12. I have a photo I would like you to post on your website, how do I submit them?
We love receiving and posting photos of our canine and feline customers. Please email photos to pics@woofandwag.com
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