FAQ Help - The best tips:

How long is the delivery time?

Our delivery time is 2 - 5 days in Germany and Austria unless otherwise stated. Other countries may have to add days. You can find this under delivery times.

What happens immediately after I complete my order?

After you have placed your order on our site, you will immediately receive an order confirmation from us by e-mail. The email will not only contain a detailed summary of your selected items, but also your billing and shipping address, as well as the payment method you have chosen.

We will make sure that your order is delivered to your home quickly and reliably. We hope that you and your four-legged friend will have a lot of fun with the selected products.

How can I track my order?

To check the status of your order, we recommend that you access the shipping confirmation that we have sent you by email. For each package that we send to you, you will receive a shipping confirmation that includes a link to track the shipment.

Thanks to this email, you can track the exact location of your shipment at any time and find out how long it will take for your order to arrive.

How do I send a return?

We include a delivery bill with every package to ensure a smooth delivery. However, if you want to return a product, please use the DHL online return form within Germany. For returns from Austria, please send the package to our logistics address, which can be found on our returns page.
For other countries, returns must be made at your own expense. You can find more detailed information on our returns page.

In some cases, your order may be delivered in multiple packages. Please make sure to return everything in one package in the original packaging and with the delivery bill to ensure a cost, environmentally friendly and fast processing.

The return is very easy:

1) Be sure to use the original packaging of the item.
2) Enclose the delivery bill.
3) Put the address label (varies by country) on the sealed package.
4) Simply drop off the package at the nearest post office.

Is it necessary for me to pay the return shipping costs myself?

The answer is no. In Germany and Austria, the return is free of charge. However, this does not apply to all other countries within the European Union, where the buyer must bear the cost of the return. For non-EU countries a return is not possible. You can find more information about this in our cancellation policy.

By what date can I expect to receive a refund for my return?

Once we have received and inspected your return, we will credit the invoice amount within 14 days to the payment method you provided when placing your order.

Is it possible to exchange a returned item directly?

Unfortunately, it is not feasible to exchange a returned item directly. As soon as the returned product has arrived and has been checked by us, the refund will be transferred to your chosen payment method. You can easily order again at the same time.

I have returned my goods - when will they be processed?

As soon as we receive the list of all returns from our warehouse (happens 2x per week), our accounting department will process them immediately. So you can be sure that your return will be processed as soon as possible.

In case of unexpected delays or if your return is not listed, we kindly ask you to send us the postal receipt including the tracking number to our customer service with the order number. We will quickly find a suitable solution for you.

Do you offer purchase on account?

Unfortunately, we do not currently offer purchase on account. We have decided to focus on other payment methods that offer our customers a fast and secure shopping experience. However, we do offer numerous alternative payment methods such as credit cards, PayPal, bank transfers, Apple Pay, Google Pay or Amazon Pay. More about payment methods.

What size fits my dog?

We have a practical size chart for each product as a helpful guide. So you are guaranteed to find the right size for your faithful companion. Trust our expertise and choose the perfect size for your dog!

Tip: Under each size option of your preferred item, you'll find a detailed size guide and helpful fitting tips that will help you choose the right product.

Do I need to register with you?

No, because we want to offer you an uncomplicated and pleasant shopping experience by doing without time-consuming registration processes. Therefore, you can shop directly with us!

Do you deliver to packing stations?

Yes, we deliver to packing stations. In the checkout it is described in which field the post number and the packing station are to be entered.

Do you need more information?

Send us an email to let us know how we can help you, and a customer service representative will get back to you as soon as possible. Please be sure to include your order number (if you have one).

Contact our Customer Service at service@woofshack.com