Refund policy

We want your pup’s WUVO delivery to arrive ready for happy play. If something isn’t right, here’s how we’ll help.

Start With a Little Hello

Email support@wuvo.ca with:

• Your order number or the email used at checkout.

• A short description of the issue.

• Photos of the item, packaging or shipping label where helpful.

For visible damage, missing items or an incorrect order, please contact us as soon as possible—ideally within seven days of delivery. This helps us investigate quickly; it does not shorten your legal rights or exclude defects discovered later.

Damaged, Incorrect or Missing?

Please stop using an item that appears damaged or unsafe. Do not serve treats from an open, punctured or unsealed package.

Keep the affected item and packaging where safe and practical, and contact us before returning or discarding them.

We’ll review what happened and arrange an appropriate correction, replacement, repair or refund, as applicable under consumer law. If a return is needed because of a confirmed defect, damage or packing error, WUVO will cover the reasonable return-shipping cost.

We won’t require you to accept store credit instead of a refund you are legally entitled to. Sending a correction in a future box will happen only with your agreement.

Changed Your Mind About a Classic Play Box?

Once shipped, Classic Play subscription boxes and their individual contents are not eligible for change-of-mind returns or exchanges.

Treats and personalized items are also excluded from change-of-mind returns.

These exclusions do not apply to defective, damaged, incorrect or misdescribed products, or override a legal right to cancel.

WUVO Shop Returns

For separately purchased WUVO Shop toys and accessories, email us to request a change-of-mind return within 14 calendar days of delivery.

Items must be unused, unopened and in their original packaging, with tags intact. Treats, edible products and personalized items are excluded.

Please contact us for return instructions before sending anything back. For these voluntary returns, you pay return shipping. Original outbound shipping charges are not refunded.

We’ll inspect the returned item and confirm whether it meets these conditions. For a different item, please return the eligible purchase for a refund and place a new order.

These conditions apply to change-of-mind returns, not your legal rights concerning faulty or incorrect goods.

A Note About Toy Wear

Every pup plays differently. Normal wear from play or chewing is not automatically a product defect, and we do not promise that a toy is indestructible or will last for a particular period.

If you suspect a quality or manufacturing issue, please contact us—even if the toy has already been used.

Always supervise play, inspect toys regularly and remove damaged toys. For an urgent health concern, contact your veterinarian promptly rather than waiting for our reply.

Where Is My Refund?

Approved refunds go back to the original payment method, including applicable taxes on the refunded amount.

We issue approved refunds within five business days, or sooner where the law requires. If a return or inspection is needed, we’ll explain the steps without extending any statutory refund deadline.

Your bank or payment provider may take additional time to display the credit. We’ll send confirmation when the refund is issued.

Any partial refund will be explained clearly. Where consumer law requires additional amounts to be refunded, including shipping charges, those requirements apply.

Returns and Subscription Cancellation Are Different

Requesting a return or receiving a refund does not automatically cancel your subscription. Cancelling future renewals does not automatically refund an order already charged.

To stop or change an upcoming Adventure, follow our Cancellation Policy before your next billing date. If an order has already been charged, contact us promptly so we can check what is possible.

Your Rights Stay With You

Nothing in this policy limits your rights under applicable consumer law, including rights relating to defective goods, inaccurate descriptions, non-delivery or statutory cancellation.

Need a helping paw? Email support@wuvo.ca.