Política de reembolso

RETURN & REFUND POLICY

To initiate a return or refund request, please contact us at care@wooofpals.com and our team will assist you promptly.

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Order Cancellation

We aim to ship orders as quickly as possible to ensure you receive your products fast. Here's how cancellations work:

- If you request a cancellation within 12 hours of placing your order and the item has not yet been packaged or shipped, we can cancel it and issue a full refund.
- If your request comes after 12 hours but the item has not yet shipped, we will do our best to cancel it.
- If your item has already been shipped or is on its way to our logistics provider, we will not be able to cancel the order. In that case, you may follow our Refund and Return Policy for a refund or replacement once the item arrives.

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Refund & Return Policy

We offer a 90-day return policy. You have 90 days from receiving your item to request a refund or exchange.

Unused Products:
To be eligible for a full refund, unused items must be returned in their original packaging and accompanied by proof of purchase. Please note: Expedited Shipping and Shipping Protection are non-refundable once an order has been shipped or fulfilled.

Used or Damaged Products:
We do not accept returns for used or damaged products. However, we will still offer support in these cases. To process your request, please contact us at care@wooofpals.com and provide:
- The number of items that have been used or damaged
- Photographic proof of the condition

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Special Offers and Add-On Return Policy

If you were selected for exclusive add-on offers at the time of your initial purchase (such as a discounted special offer), please note:

- These special promotional offers are only available to qualifying customers who maintain their initial purchase.
- The discounted pricing on these add-ons is contingent on keeping your original order active.
- If you wish to return your initial purchase, the special offer pricing no longer applies, as exclusive discounts are tied to your customer status.

Return Options for Orders with Special Add-Ons:
- You may return just the add-on item(s) while keeping your initial purchase.
- You may return both your initial purchase and the add-on item(s) together.
- You cannot return only your initial purchase while keeping the specially priced add-on, as the promotional pricing was dependent on your initial order.

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Return Shipping

Customers are responsible for return shipping costs.

To begin a return, please contact us at care@wooofpals.com. We will provide instructions on how and where to send your package. Please do not send returns without prior approval, as this may delay processing. Additionally, do not send items with a signature required for pickup.

Rejected or refused deliveries will not be refunded or reshipped. However, if your order fails delivery, contact us and we will verify your details to arrange a free reshipment. If the second reshipment also fails, we will not offer another free reshipment or refund.

Note: We cannot issue refunds for chargeback orders.

To be eligible for a full refund, all items must be sent back (including any free gifts).

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Damaged Products

We are extremely confident in the quality of our products, but we understand that on rare occasions items may be damaged during transit or arrive defective. If this happens, please email us at care@wooofpals.com with proof of the defect, and we will be happy to offer either a free replacement or a refund.

To be eligible, please ensure that you contact us within 90 days of delivery. We may request further proof of the defective product to process your request.

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Exchanges

The quickest way to receive the item you want is to return the current item. Once your return is accepted, you can place a separate order for the new item. Please note that we do not cover the shipping costs for returns or exchanges.

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Wrong Address Entered During Order

The customer is responsible for entering the correct shipping address when placing the order. We can update the address if we receive a request before the item is shipped out.

We cannot update the shipping address after an order has been shipped. In this case, the customer can contact the shipping carrier and request that the package be redirected to the preferred address. If the item is shipped by USPS, the customer can use the USPS Package Intercept service.

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Item Lost or Stolen After Delivery

In cases where a package has been successfully delivered by the shipping carrier but is subsequently lost or stolen (e.g., by "porch pirates"), Wooof Pals cannot be held responsible. The customer is responsible for providing a safe delivery location. Any refunds or replacements will be at our sole discretion. We advise that a report be filed with your local post office and police station. Local authorities may help retrieve your stolen package.

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