RETURN POLICY

We want you to love your WOLFpak purchase. We understand that shopping online sometimes requires a return or exchange to find the perfect fit.

All returns must be started in our return portal. Returns sent back without going through the portal cannot be matched to your order and will not be refunded.

Return Window

Returns must be started in the return portal within 15 days of delivery.
Once your return is approved, your package must show a carrier scan within 7 days of approval. If tracking shows no carrier movement in that window, the return will be closed, and the item will no longer be eligible.
A shipping label that has been created but not yet scanned by the carrier has a 14-day window before the label expires.
RE-DO return label coverage expires 15 days after delivery. After that, you are responsible for your own return postage.
Returns started after the 15-day window may be accepted at our discretion for store credit only, never a refund to the original payment method, and always at the customer’s shipping expense.

Eligible Items

To be approved, all returned items must:

Be unused, unworn, and in brand-new condition
Include original packaging, tags, and all accessories
Be suitable for resale
Include proof of purchase and an order number

Required Accessories

Everything originally included with your purchase: patches, meal containers, ice packs, utensil sets, and any other components must be returned together. Including poly bag packaging and hangtags on apparel and bags. Missing components will result in the return being declined.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned or exchanged:

Used items
Towels
Drink containers
Dog supplies that smell or have excess fur
Meal containers not returned in the original plastic
Ice packs that are opened or contain water
Any item showing (but not limited to) signs of use, odor, hair, glitter, or containing personal belongings

The following are also non-returnable:

Final sale items and reduced-price items, as marked on the product listing
Replacement items sent as the result of a claim (RE-DO, carrier, or warranty). Claims can only be redeemed for the original item purchased, and replacement packages cannot be returned, exchanged, or refunded.

If we approve a final sale item for return as an exception, it is at the customer’s expense. No return label will be provided, even if RE-DO was purchased, as final sale items are not covered by that service.

Damaged, Defective, or Incorrect Items

Do not start a portal return for these. Contact [email protected] first, and our team will help!

Arrived damaged or wrong item received: contact us within 24 hours of delivery with photos. See our Shipping Policy.
Manufacturing defect: handled under our Limited Lifetime Warranty

Return Shipping & RE-DO Service

Customers are responsible for return shipping unless the RE-DO service was purchased at checkout. RE-DO is added to your cart by default for US and Canadian customers and can be removed before checkout.
Return labels are only provided through the RE-DO service.
If RE-DO was purchased and used within 15 days of delivery, your return label is free.
WOLFpak does not cover carrier pickup fees or the cost of boxes, tape, or other shipping materials.
If you ship a return without using the provided RE-DO label, your shipping costs will not be reimbursed.
RE-DO fees, shipping insurance, and paid shipping labels are non-refundable once used or expired.

Exchanges & Store Credit

Store credit and exchanges are issued after your return is received and approved, unless you select Instant Exchange in the portal.
Exchange orders are subject to a shipping fee paid by the customer. This fee cannot be waived.
If an item was purchased during a sale and that sale has ended, the sale price will not carry over to new products in an exchange.
If your requested exchange item is out of stock by the time we process your return, we will issue store credit for the amount instead.
We do not offer price adjustments on completed orders.
Past discounts do not transfer to new orders; this includes, but not limited to, new customer and welcome codes

Refunds

We inspect returns within 2–3 business days of receiving them and will email you the outcome.
Approved returns are refunded to the original form of payment or issued as store credit, based on your selection.
Original shipping costs are non-refundable.
Once issued, refunds typically take 5–7 business days to post, depending on your bank.
Credit card processing fees may be deducted from refunds.
Gift card purchases can only be refunded to the original gift card.
If you split payment between a gift card and a credit or debit card, your refund is issued back the same way it was paid. We cannot refund gift card amounts to a credit or debit card.
Bulk orders are subject to a 20% restocking fee, and the purchaser is responsible for return shipping.

Inspection & Rejected Returns

All returns are video recorded for documentation of the items received and their condition.

If a returned item does not meet the standards above, we will contact you at the email on your order to let you know.

If we do not hear back from you within 48 hours, the item will be disposed of, and no refund or credit will be issued.
If you respond within 48 hours and would like the item sent back, you are responsible for the return shipping cost.
Please do not send back used items. Refunds will not be issued, and the item may be disposed of under the rule above.

Gift Returns

If you received a WOLFpak as a gift, you can start a return with the original order number. Refunds are issued to the original purchaser’s payment method. If you would prefer store credit issued to you instead, select store credit in the portal or contact [email protected].

In-Person Returns

At this time we do not offer in-person returns or exchanges. All returns must be shipped back through the return portal, including for local pickup orders.

International Returns

Return shipping for international orders is the customer’s responsibility. Prepaid return labels are not provided outside the US and Canada.
Original duties, taxes, and import fees are non-refundable.
Refused or abandoned packages are non-refundable.
You do not need to purchase a label in our portal but will need to reach out to us to provide our shipping address if you wish to purchase your own label.
Customers in the EU should see the Right of Withdrawal section below.

EU Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason. This right is separate from and in addition to the return policy above.

To exercise your right of withdrawal, use our withdrawal portal.

Under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through the withdrawal portal, and the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.

Questions

Please reach out to [email protected] and our team will help.