Shipping Policy

We know you cannot wait to receive our awesomeness – you and your doggy won’t have to wait long!

We ship with reliable partners. Learn all you need from the paragraphs below!

Shipping time

Provided that all goods you ordered are in stock, we will ship your order within 1-3 working days (1-2 working days will be added for customers with rural postmen).

Should something be temporarily out of stock, we will send your package as soon as the product is back in stock.

On red days and public holidays, the delivery time may be delayed due to high pressure at the shipping companies.

In the event of a change of address, name change or other change to an order that has already been sent, a fee will be added. If you contact us before your order has been sent, it obviously costs nothing.

Most of our suppliers deliver to us in a few days, but it can take up to two weeks. If any product you ordered is not in stock, we will notify you by phone, text message or email.

In case of delivery problems, please contact the shipping company.

These are the estimated delivery times*
US, UK, Europe: 7-10 business days
South America, Asia, Africa, Australia & New Zealand: 10-15 business days.

*COVID-19 notice: Please note that these are average time estimates based on pre-COVID-19 schedules. Against the pandemic background, local delivery companies can work with delays. Note that even if a delay occurs, your package will be delivered. We are taking all the necessary precautions to keep our shoppers safe through following the instructions of the healthcare authorities. The items you order from us are handled in strict compliance with the hygiene norms enhanced mirroring the requirements of the pandemic period.

Our shipping

We offer free shipping to all customers using regular post service. To ensure that your pet gets their new items sooner, we use multiple fulfilment service points in the US, Europe and PRC.

If the items ordered are currently not in stock, we will deliver it from our warehouse in PRC with Yun Express. It can take 9-17 days.

Some products are not covered by free shipping, such as the products where a shipping surcharge is added. Shipping surcharge is added when the product is bulky or needs to be sent separately on its own pallet.

Tracking your order

When your package leaves our warehouse following the processing step, we will send you an email containing the tracking ID for your order. Note that it can take up to 48 hours before you can see the changes in your package status using the tracking number.

Enter your Order Number and Email address in the corresponding fields on this page to learn where your package is at: Track Your Order

Unclaimed package

For packages that are not redeemed at a representative, we reserve the right to charge you the costs of return shipping, handling and handling fee of $20.

Delays

In the event of unforeseen delays that may occur, delivery times may be extended.

Should there be a delay in your delivery or a problem arises that makes it impossible for us to complete the order e.g. our supplier’s commitment to us cannot be fulfilled, our customer service will notify you of this via email.

In most cases, the delivery service does not notify us about eventual delays. We thank you for the understanding of the challenges that the courier services are facing alongside with all of us in these trying times.

Orders delayed for more than 35 days are considered lost. Please refer to our Policies for further instructions.

Transport risks

WyDog and our shipping supplier are responsible for your goods arriving to you in the best condition. This means that we are responsible for the risk if the product is damaged or destroyed during transport. In the event of transport damage, a complaint must be made immediately, not later than 5 days following the receipt.

It is very important when you receive the order that you inspect it if it has been damaged in transit. If you pick up your package from an agent, we recommend that you report transport damage to the agent and then contact our customer service.

You are responsible for ensuring that returns to us arrive in full. You should save the receipt so that you can prove that the item has been sent back to us and to follow the return of the shipment.

Lost package

A package is considered lost if it has not arrived 35 days or longer following dispatching. Here is what you can do in this case:

Wrong address

In case you indicated a wrong address, or made an error filling out the address fields when placing your order, the package will be returned to us. In this case you will pay for the package re-shipped to the right address.

Missing items

If one or more items are missing from your package, you need to file a report no later than 5 days after the receipt. Please include your order number and the names of missing items.

Order is delayed at customs

You will have to contact the customs service and find out about the fees due to be paid for the customs clearance. WY Dog’s responsibilities for delivery do not cover dealing with the customs service.

Order status “unfulfilled”

Contact us to find out what happened. In case the package is lost, it will be reshipped to you.

Order status “delivered”

…but you in reality, it is not. Wait for 5 days for the status to update; if it doesn’t, contact us for solutions.

Stolen items

The order status changed “delivered”, but you never received the package. Contact us to report what happened, and at the same time, file a police report for the missing items. Do it within 14 days after the change of the order status, scan the police report and attach it to the email you send to us. Please include the police report number, too.
Important: falsifying police reports will result in legal action.

Damaged items

Our task is to ensure that you only get the best quality items that are completely functional and free of manufacturing flaws. We therefore encourage you to report damaged and defective items no later than 14 days after receiving the package.

Include the picture where the damages or flaws are seen clearly. Describe the damages, and forward the description and photo(s) to us using email. Return the items to our address in Latvia. We will review the case and reship your order or refund you.