Gentle Wuff Shipping & Returns Policy

We hope you and your pup love your Gentle Wuff gear. But if something’s not quite right, we’re here to help.

SHIPPING POLICY

Carriers & Methods

We ship using USPS and FedEx. Standard and express shipping options are available. We currently ship only within the U.S. Delivery times vary by carrier and will be shown at checkout.

Processing & Delivery

Most orders ship within 2 business days (Mon–Fri). You’ll receive order confirmation and tracking updates via email.

For express orders, we aim to process same-day if placed before our daily cutoff of 8am PST. Delivery times vary by carrier and will be shown at checkout.

Ship in the Contiguous US

• Orders over $99 ship for FREE

• Requires 1-2 business days for processing

Ship to Alaska and Hawaii

• Orders $0 to $99.99: $25.00 flat rate

• Orders over $100: $60.00 flat rate

• Requires 1-2 business days for processing

• It is possible you could experience a few extra days in shipping timelines

Express: 2 Day

• Express shipping is available for an extra fee in check out and charges are calculated by weight and location

• Requires 1-2 business days for processing

• Please note that processing time does not count as a delay.

• If your expedited order arrives late due to carrier delays, we will refund your shipping fee. This does not apply to standard delivery. 

International Shipping

• We do not ship to addresses outside of the US at this time.

Lost/Damaged Packages

We partner with Corso to provide hassle-free solutions to issues during the shipping process that are outside of our control, such as lost, stolen, or damaged items. When these things happen, Corso helps you avoid going through the encumbered claims process with the carrier, which can delay our ability to send you a reorder immediately. This service also contributes to a verified carbon offset project, making your shipment carbon neutral. If you choose not to opt-in for Corso Shipping Plus, please be aware that Gentle Wuff is not responsible for lost, damaged, or stolen packages once they leave our facility.

If you have a shipping issue, please click here. You will need your email and order number ready, and Corso will take care of you immediately!

Address Issues

We use address validation at checkout. If your order cannot be delivered due to an address error, our team will reach out to you.

Shipping Restrictions

We do not ship to addresses outside of the U.S. at this time. We also cannot ship to PO Box or APO Box locations and all orders must ship to a physical address.

RETURNS & EXCHANGES

Eligibility

We accept returns of new or gently used items initiated within 30 days of your order date. Items must be clean, free of excessive dirt, pet hair, or damage. Original packaging (e.g., tags, manuals, original mailer, etc.) is not required. For warranty-related issues, please use our Warranty Claim Form.

Warranty does not apply to products used in commercial settings (e.g., daycare, boarding, or training facilities).

Condition Guidelines 

To ensure fairness and product integrity, we assess returned items based on the following:

• Minimal Wear: Light, easily removable debris (e.g., a few stray pet hairs or dust) and no visible wear, tears, chewing, staining, or other structural damage.

• Excessive Wear: Significant pet hair, embedded fur, dirt that cannot be brushed away, or visible damage (e.g., fraying, tears, bite marks, staining, broken hardware, or fabric pulls). Items in this condition may not be eligible for return.

Non-Returnable Items

Final sale, clearance, discontinued items, and certain bundles are not eligible for return. Items that are not eligible will state so on the product page. Bundled items returned individually may be refunded at a prorated value unless the bundle requires a full return.

Holiday Return Window

Orders placed in November or December have an extended 45-day return window.

Refunds & Returns

Refunds are issued to your original payment method within 10 business days of approval. Shipping charges are non-refundable. Promotional discounts will be adjusted for partial returns. 

To initiate a return, please click here. 

Refunds for defective items will always be issued to your original payment method, as required by law. If you run into any issues or questions, please email help@gentlewuff.com with your order number and reason for return.

Exchanges

We are unable to process exchanges at this time.

Damaged or Defective Items

For defective products, we’ll replace or refund according to our Warranty Policy. Please contact us as soon as possible (ideally within 7 days of receipt). 

Gift Returns

Gift returns are eligible for store credit. Please contact us with the gifter’s order details. Gift returns without proof of purchase are ineligible for return.

Third-Party Retailers

If you purchased through a third-party retailer, please contact them directly. We’re unable to process returns for items not purchased through our website.

WARRANTY

All Gentle Wuff gear is covered by a 3-year limited warranty from the date of purchase. See our warranty page for details.

Legal Compliance 

In accordance with the FTC Mail Order Rule, we strive to ship all products within the timeframe indicated at checkout. In case of delay, you will be notified and given the option to cancel for a full refund.

Some states, including California, New York, and Massachusetts, may provide additional return rights to consumers. We comply with all applicable state and federal laws, and nothing in this policy limits any rights you may have under those laws. Gentle Wuff reserves the right to refuse returns in cases of policy abuse.