FAQs

 

Placing an order with WoofCrates
How Come I Only Got A Crate On My First Month?
For your first order of our WoofCrates subscription, you will receive our signature crate that can be used to store your dog’s food, toys or other paraphernalia, or repurposed for many things around your home. Each of the following month...
How Fast Are My WoofCrates Shipped?
Due to the logistics of potentially shipping perishable items like food amongst others, we have set up a shipping schedule for local deliveries based on your location. However, orders that are being shipped outside of our “local shipping zones” are urged...
With Regards To Perishable Items In Your Order
All customers have the option to add a variety of items, some of which are perishable.  Any perishable item (that is, any item with a "life span" that is subject to decay or spoilage) can be added to any delivery that is being shipped within the...
What Is Inside A WoofCrate?
We send premium toys and treats depending on the size, temperament and preferences of your dog every month. The toys are long lasting chew & play toys, while the treats are delicious, crunchy, and superbly meaty. We may also have some dog-safe “sweet...
Is There A “Toys Only” or “Treats Only” Option?
Yes, there is! You can pick your option of choice while selecting your WoofCrate, or simply give us a call at 1-800-243-5466 or a send us a quick note at cs@woofcrates.com to tell us about your preferences. We will be sure to take it into account...
What If My Dog Has Allergies?
Our treats are composed of high-quality ingredients that promote the well-being of your fur buddy. However, we also have a special allergy-friendly WoofCrates for pups who are allergic to beef, chicken, or turkey. If your pup's allergy isn't listed - ...
Where do the products in the WoofCrates come from?
We strive to deliver only the best of the best for our four-legged friends. Which is why we put a lot of time and care into creating and curating toys and treats that are healthy and safe for your pet. All our treats and toys are made in-house or sourced...
How Far In Advance Do I Need To Place An Order?
There is no such thing as "too early".  Orders can be placed as far in advance as you'd like; many of our customers prefer to place their orders for upcoming holidays, events and special occasions well in advance so that they don't forget to send...
How Can I Pay For My Order?
We accept all major credit cards as payment, namely Visa, MasterCard and American Express. When placing an order online, you also have the option to pay via PayPal with or without signing into an active PayPal account.  Although the Heart Thorn ...
What Is Your Substitution Policy?
Our substitution policy is a clause that explains our need to occasionally substitute some of a basket's items in order to fulfill orders within a timely manner, such as when a particular item is low in stock, unavailable or on back order from our suppliers...
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Delivery & Shipping
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Refunds & Returns
CLUB MEMBERSHIPS - RETURNS, DAMAGES AND CANCELLATIONS
Due to the perishable nature of most of the items in our club memberships, we are unable to accept returns for club memberships under any circumstances or process refunds. All claims for damaged, spoiled, or missing shipments must be made within 5 days...
How Do I Cancel My Order?
We do abide by a strict no cancellation policy.  Once an order has been placed and payment has been received, the information for that order is immediately assigned an order number and then forwarded to our production department.  Once this...
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Delivery Services
Do You Offer Free Shipping?
Yes! We do offer free shipping on qualifying orders. To qualify for Free Delivery in Canada a minimum purchase of $100 CAD (before taxes) is required per delivery location. To qualify for Free Delivery in USA a minimum purchase of $60&...
How Long Does It Take To Process My Order?
We process all orders within one hour of receipt of payment during normal business hours unless otherwise requested.
What Shipping Services Do You Offer?
We use a suite of delivery services to meet your needs, including CANPAR, FedEx or UPS. Basic ground delivery with any of these services takes approximately 3-9 business days depending on the order’s final destination. Rush and Same-Day...
Are You Able To Deliver Alcoholic Gifts?
All wine, champagne, beer and liquor baskets sold with a value over $100 includes a $15 delivery charge. So far example, if the total price paid by a customer for a custom liquor basket before tax is $150, the price is $135 + $15 for deliver for a total...
My Tracking Number Isn’t Showing Up/Hasn’t Been Updated
If you haven’t received a tracking number from us, it may take a day or two to update, as we are constantly waiting on details from our carriers. Not all packages get scanned at every location, but we are confident you will get your order.
Do You Ship Internationally?
Right now we are only able to send our gifts out to customers in the USA and Canada. We are currently and constantly expanding our business, so make sure to keep your eyes peeled for international announcements.
Am I Able To Receive My Order On The Same Day I Place It?
If your gift needs to be delivered across the city today, choose from our suite of Same Day options, available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord...
It Shows That The Package Has Been Delivered, But It Isn’t Here?
Before contacting us, we suggest that you verify your shipping address on your confirmation email, as well as check around the outside of your home, as the carrier might have placed it in a safe and secure spot. We also suggest checking with your local...
What If No One Is Home When The Delivery Is Made?
For Local Deliveries - If no one is at home when our drivers attempt delivery, our drivers will call the gift recipient to see where they can safely leave the gift basket. If the driver cannot reach the gift recipient, they will leave a message (if possible...
Can You Ship Fresh Fruit?
Chocolate Dipped Strawberries, Fresh Cheese, Fresh Fruit, ETC are perishable and, therefore, must be shipped quickly. For this reason, we highly recommend customers request to have Fresh Fruit, Fresh Cheese & Chocolate Dipped Strawberries to be shipped...
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