Frequently Asked Questions

What are your shipping policies, and when will I receive my order?
Items are shipped either from WOOF HQ in San Diego, CA, or from our printing fulfillment center in Los Angeles, CA. You will be charged only one flat shipping price (or not depending on your order total), regardless of how many shipments are being sent to you to in order to fulfill your entire order.

Shorts & Accessories
All shorts and accessories are in-stock (unless otherwise noted on the website) shipped directly from WOOF HQ in Downtown San Diego, Monday – Friday (Federal holidays excluded). If your order is placed by 11am PST/PDT it will be packaged and picked up by our carrier the same business day, and arrive to you in approximately 1-3 business days via USPS First Class or USPS Priority Mail depending on your distance from Southern California (U.S. orders only). International order arrival date will vary according to distance, your country's customs clearance procedures, your local tax and duty regulations, and will be sent via USPS First Class International or USPS International Priority and ultimately transferred to your local carrier for delivery.

Printed & Embroidered Items
Printed & embroidered items such as tees, tanks, socks, caps and sweatshirts are “made to order” after your order has been placed, and are sent separately by our awesome “print on demand” fulfillment center. As such, these items may not be shipped to you for an additional 1-4 business days after your order. Why? We strive to offer a truly unique full range of size options for everyone (e.g. S-3XL for tees, S-2XL for tanks) and customizable color/style options which would be impossible for us at this stage to stock up to 48+ SKUs per design. The WOOF Lifestyle, to us, is about customizing, and not settling for, your own unique and comfortable look! After your customized item is made, it is also shipped either USPS First Class or USPS Priority Mail as soon as possible.

Backordered Items
If any size or color is backordered (out of stock), it will be clearly indicated as such on the website before adding the item to your cart, along with the expected date in stock, as well as indicated on your order confirmation and receipt. You will receive a shipment confirmation as soon as your backordered item(s) ship, which will be packaged and shipped in the order that orders have been placed.

Do you offer telephone support?
Not at this time. We are currently in the process of deploying staff, systems and processes for telephone support and expect to offer this communication method on or before October 1, 2017. You may contact us via this page and expect a response within 1-2 business days.
I'm missing one or more free bonus items with my order?
Often, this is due to placing an order with a discount code. Certain offers for free bonus items, such as for the WOOF Freeball Package Booster, unfortunately cannot be combined with all other offers. On the website, and in our email promotions it states that promotions may not apply together.  Additionally, please review the terms on any discount code email that you may have received and redeemed – for example, by signing up for our email newsletter.

If this does not solve your inquiry, or if you are missing items that do appear on your order confirmation, please contact us and we will be glad to make things right!

I did not receive all of the items in my order, or have received a partial shipment?
If you've ordered more than one item, your full order may be coming to you in separate shipments. This is because athletic wear is shipped from WOOF HQ in San Diego, while screen printed and embroidered items are made to order at our facility near Los Angeles which may also take an extra 1-3 days to produce after your order.
I don't remember my account password?
For security reasons, we are unable to change or reset your password via phone or email. You can request your password to be reset here. If you are still experiencing problems and have questions about your account or an order, please contact us via this page.
How do I track (or where is) my order?
If your order has been shipped, an email will be sent to you with further information. You may also track orders that have been shipped by logging into your account here. If you do not remember the password that you chose when placing your order, you can reset it from the login screen. If you still have questions about an order, please contact us via this page.
What is your return or exchange policy?
Please read thoroughly each page which describe in detail garment measurements, fit advice, and style recommendations. As a general rule, through extensive testing our clothing fits as expected from mainstream brands, and is not under-sized like many lifestyle brands – order accordingly! We will replace, free of charge, any item due to manufacturing defects within 30 days of receipt. Simply send us an inquiry on this page and we'll take it from there. If there is a concern due to fit or otherwise, we cannot at this time provide exchanges or returns for custom printed items. We will, however, provide size exchanges for shorts within 30 days of receipt provided they are shipped to us with tracking in new, unworn condition with original packaging – contact us via this page and we will provide instructions on initiating your exchange!

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