Questions, answered
Shipping, tracking, the 60-day trial and refunds. If your question isn't here, email contact@wouflab.com.
Orders & payment
What payment methods do you take?
All major credit and debit cards, plus Apple Pay and Google Pay where your device supports them. Checkout runs on Stripe, so your card details go straight to Stripe and never touch our servers.
Do you charge sales tax?
No. The price you see is the price you pay, plus shipping if your order is under $70.
Can I change or cancel my order?
Email contact@wouflab.com as soon as you can. Orders are processed within 24 hours on business days, so if you catch us before it ships we can change the address, swap the item or cancel it outright. Once it has shipped, the 60-day trial covers you instead.
I didn't get an order confirmation email.
Check your spam and promotions folders first, it sends within a few minutes of payment. If it still isn't there, email contact@wouflab.com with the name and email you used and we'll resend it.
Shipping
How much is shipping?
Flat $4.95 anywhere in the US. Orders of $70 or more ship free. The exact charge is shown at checkout before you pay.
How long will it take?
Orders are processed within 24 hours on business days, then standard delivery usually takes 2 to 5 business days.
Where do you ship?
All 50 US states. We don't currently ship internationally, and we can't deliver to PO boxes or APO/FPO addresses.
Can I track my order?
Yes. You'll get a tracking link by email as soon as your order leaves the warehouse. If it hasn't arrived within two business days of your confirmation email, email contact@wouflab.com and we'll chase it.
My tracking says delivered but nothing arrived.
It's worth checking with anyone else at the address and looking around porches and side gates, since carriers sometimes scan a parcel as delivered a little early. If it hasn't turned up after 24 hours, email contact@wouflab.com and we'll make it right.
Returns & refunds
What is the 60-day trial?
You have 60 days from delivery to decide. If you or your dog aren't happy, send it back for a full refund of the product price, even if it's been opened and used. Your dog gets to be the judge.
How do I start a return?
Email contact@wouflab.com with your order number. We'll send a prepaid return label and instructions. You don't need the original packaging.
When do I get my money back?
Once your return is received, or once a trial return is approved, we refund the product price to your original payment method within 5 to 10 business days. Original shipping charges aren't refundable unless the item arrived damaged or incorrect.
My order arrived damaged or it's the wrong item.
Email contact@wouflab.com within 14 days with a photo. We'll replace it or refund you in full including shipping, and in most cases you won't need to send anything back.
Other products
Why are some supplements showing as sold out?
Our Digestion & Itching and Joints & Mobility chews are between batches. Email contact@wouflab.com if you'd like us to tell you when they're back.
How do I pick a cooling mat size?
Each size on the cooling mat page lists the weight range and example breeds it suits. Measure your dog lying on his side and pick the size that fits him with a little room to spare.
Still stuck
How do I reach a human?
Email contact@wouflab.com and a real person answers, usually within one business day. Include your order number if it's about an order and we'll get to the point faster.