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Official Customer Terms for FreshWoof.ca
At FreshWoof, we care deeply about our customers and their pups. We proudly stand behind our products with our "Love It or Money Back" Guarantee. If you or your dog are not completely satisfied with your purchase, we are here to make it right.
To qualify for our "Love It or Money Back" Guarantee, please review the following guidelines:
30-Day Window: Refund requests are ideally submitted within 30 days of receiving your order. However, because customer satisfaction is our absolute priority, if your timeframe exceeds 30 days, please still reach out to us! While a full refund may no longer be available, we love our community and are happy to offer you a special discount or alternate solution to make things right.
How to Apply: Simply reach out to our dedicated support team via email at info.freshwoof@gmail.com with your order number.
Evaluation: Let us know what didn't work for you. Your feedback helps us continuously improve the gear we craft for your pets.
We work incredibly hard to ensure you get your hands on your order as quickly as possible! Because FreshWoof items are highly popular and frequently sell out, we often process orders in high-volume batches to ensure fairness.
Before You Receive a Shipping Notification: If you do not receive a shipping notification email within 72 hours of placing your order, there is a chance the item is temporarily sold out and your order has been placed on backorder. Rest assured that your order is secure, and our team is actively working hard to restock and prepare your package.
After Your Shipping Notification: Once your package leaves our hands and you receive your shipping notification email with tracking information, standard delivery typically takes 5 to 15 business days depending on your location.
Worldwide Free Shipping & Untracked Destinations: To comfortably accommodate our community with worldwide free shipping, please note that certain remote countries, states, or international territories do not support full door-to-door tracking. If your location falls into an untracked destination, your shipping notification will confirm your dispatch, but tracking milestones will not update once the package leaves our primary sorting facility. Because these transit routes lack formal tracking records, we cannot process a refund if your order is not received. However, we care about our customers, so if your package is taking longer than expected, or if you want to confirm tracking availability prior to completing your order, please contact us directly at info.freshwoof@gmail.com so our team can look into it and arrange an alternate solution. By completing your purchase, you acknowledge and accept these international delivery terms.
International Customs, Duties & Taxes: For orders shipped outside of Canada, the customer is fully responsible for any local customs fees, import duties, VAT, or brokerage taxes. These fees are determined by your destination country and are not collected or controlled by FreshWoof. If you refuse to pay these fees and the package is abandoned or rejected at the border, we are unable to issue a refund for your order.
Unclaimed, Rejection, or Refused Shipments: It is the customer's responsibility to monitor tracking and ensure delivery can be completed (or picked up from a local courier depot if a delivery attempt is missed). If a shipment is returned to us by the carrier because it was unclaimed, refused, or an incorrect shipping address was provided at checkout, we cannot issue an automatic refund. Please contact us at info.freshwoof@gmail.com to arrange re-shipment (a standard re-shipping fee may apply).
We take great pride in our quality control, but accidents can happen during transit. If your item arrives physically damaged or defective, please contact us at info.freshwoof@gmail.com within 48 hours of delivery. Please include your order number and clear photo or video evidence of the damage so we can fast-track a replacement or refund for you.
We are fully committed to resolving any shipping delays, backorders, or product issues directly with you. If you have an inquiry about your order status, or if your shipping notification is taking longer than anticipated, please simply reach out to us! We are more than happy to provide you with an active order update or seamlessly process a refund if you wish. Email us directly at info.freshwoof@gmail.com and we will respond within 48 hours.
Please note that filing a formal dispute or chargeback with your bank actively freezes your funds and delays the resolution process. Banks typically take 60 to 90 days to investigate disputes, during which we are legally locked out of issuing a direct refund. Reaching out to our support email is always the fastest and most seamless way to secure a resolution or a refund.
By completing your purchase on FreshWoof.ca, you explicitly acknowledge, understand, and accept all terms outlined in this Return & Refund Policy—including our 72-hour backorder conditions, 5–15 business day delivery windows, international customs responsibilities, and our non-refundable policy regarding untracked global destinations.
Questions about your order?
Email us at info.freshwoof@gmail.com and we will respond within 48 hours.