Shipping + Return + Refund Policy

Shipping

If your order is $75 or more, you qualify for free standard shipping across most of the continental US. If your order is less than $75, we charge a flat rate standard shipping fee of $5.49 for your order. All orders are processed within two business days and are shipped via standard delivery with tracking, and usually arrive within 3-5 business days.  

We now also offer an Expedited Shipping option of $11 for 1-2 day shipping for the continental US. This option will be available at checkout.

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. 

FYI 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 pleas contact the carriers directly at your local post office or UPS store and/or connect to their national contact:

For USPS shipments: View USPS Disruptions Map then Contact USPS at 1-800-ASK-USPS (800-275-8777).
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.

 The 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 their specific mail service (ie 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: Links to each carrier's claim filing/lost item chart are USPS and UPS.
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. above. 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 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 (less return shipping): 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.)
  • 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 Care Team will be glad to 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. 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 the US Postal Service 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 the 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 complete the required short-form affidavit from the company, ShipInsurance, stating the details of the damage or loss. ShipInsurance does require that the damaged package is saved during the claim process. Please *contact us with further questions.

My package came and my order is incomplete or incorrect. 

  • Order Errors:

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

      • 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.

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?

USA: We ship to the lower 48 Untied States, and we do offer shipping to Hawaii, Alaska, Puerto Rico and the US Virgin Islands, though our standard shipping discounts do not apply, it is still quite economical via USPS. For example, to Hawaii, a $50 order cost the customer $8.50 to ship.

CANADA/INTERNATIONAL: Our wonderful Canadian Distributer, 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.

Email 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.

We can also arrange an exchange for you, as we specifically cater to pets with many different intolerances and special needs. Thus, our wide array of diverse wellness ingredients and provisions.

If you are unsure of what wellness product to exchange for that may be a better fit for your fur family member... We can provide a free e-consult or 15-minute phone consult with our Advanced Canine Nutrition Specialist, Chef Scot Hill; Simply click here to coordinate a time and to receive our in-depth pet questionnaire. You can also schedule a full 50-minute consultation ($99) if that is a better fit.

To start a return, and exchange and/or schedule a free 15-minute consult, please *contact us.

If requesting a return, we’ll send you a return shipping label, as well as instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted. A product refund will be processed after receipt of item.

You can always contact us for any return questions at bark@woofcreek.com.

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. Please *contact us.

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.

Exchanges 
We are happy to arrange an exchange for you, for the best fit for your pet. To start an exchange and/or schedule a free 15-minute consult, please *contact us.

Refunds 
In general, we will process your refund after receipt of the returned item to our HQ via the return shipping label our Customer Care Team had emailed to you.

We will notify you once we’ve received and inspected your return, and let you know of the refund via email. Refund will credit your original payment method. Please remember, it can take some time for your bank or credit card company to process and post the refund too.

Product Subscriptions Refund Requests

Our STANDARD product subscriptions are discounted and have customizable delivery frequencies. We offer discounts for 2 orders or more, and will honor a no-obligation cancellation request.

Our PREPAID product subscriptions are non-refundable, except for extenuating circumstances on a case by case basis. If approved by the Woof Creek Care Team, the refund dollar 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.