FAQs
Shipping & Orders
Where does Wild One ship?
Wild One ships everywhere in the United States, including Alaska, Hawaii, and Puerto Rico. Domestic orders totaling $90 or more qualify for free shipping. We also ship internationally to any location accessible via UPS. International shipments do not qualify for free shipping and associated import fees apply.
How much does shipping cost?
We offer free standard shipping on all domestic orders $90+! Under $90, your shipping rate is calculated at checkout.
For domestic orders, we also offer Shipping Protection for an additional fee. Shipping Protection helps cover packages that are lost, stolen, or damaged during transit and includes a prepaid return shipping label for eligible returns and exchanges.
How long will it take my order to ship?
If Ground Shipping is selected your order will arrive within 5-9 business days.
If Expedited Shipping is selected your order will arrive within 2-4 business days.
International Orders typically arrive at their destination country within 5-7 business days. However, once your package has arrived it may be stuck in customs for an unknown amount of time.
Will personalization take longer?
Yes! Please note that personalization can take up to an additional 2 business days.
Do you ship to PO boxes?
Yes!
How can I change my shipping address?
We will do our best to accommodate any change requests, but cannot guarantee that updates will be made before your order ships. If your order is shipping to an incorrect address, please email help@wildone.com.
Can I change or cancel my order?
We begin processing orders shortly after they are placed, so we cannot guarantee that changes or cancellations can be made before your order ships.
If you need to make a change or cancel your order, please contact help@wildone.com as soon as possible. Our team will do their best to accommodate your request.
For pre-orders, changes or cancellations can only be made during the pre-order period.
If your order has already shipped, please refer to our Return Policy for available return options.
Our Customer Experience team is available Monday–Friday, 9:00 AM–5:00 PM.
How can I check the status of my order?
Once your order ships, you'll receive a shipping confirmation email with a link to track your order.
You can also view your order status anytime by logging into your Wild One account.
Please note that tracking information may take 1–2 business days to update after your order has shipped. If you still have questions, contact us at help@wildone.com.
Why isn't my tracking updating?
Unfortunately sometimes there are delays in the UPS and USPS tracking systems, but they should be rectified within a day or so.
If you see no movement or change for 5 business days, please feel free to reach out to our CX team at help@wildone.com.
What payment methods does Wild One accept?
At this time we accept Visa, MasterCard, American Express, Discover, and all other major debit and credit cards. We unfortunately do not accept traveler’s checks.
What does Shipping Protection include?
Shipping Protection helps cover packages that are lost, stolen, or damaged during transit. Customers who purchase Shipping Protection are eligible for expedited support and resolution for qualifying shipping issues. Shipping Protection also includes a prepaid return shipping label for eligible returns.
If Shipping Protection is declined, we will still do our best to assist with carrier investigations and package recovery where possible. However, replacement or refund requests for lost, stolen, or damaged packages may be limited and are not guaranteed, and customers are responsible for return shipping costs on eligible returns.
To report a lost, stolen, or damaged package, submit a claim through our Shipping Protection Claims Portal.
Returns & Exchanges
What's your return policy?
Items may be returned or exchanged within 30 days of delivery if they have not been used. Products may be carefully tried on to confirm fit, but items that have been used outdoors, soiled, damaged, or show signs of use beyond try-on are not eligible for return or exchange.
To start a return or exchange, use our Online Return Portal.
Return shipping costs are the customer’s responsibility. Customers who purchased Shipping Protection receive a prepaid return shipping label for eligible returns. Customers who did not purchase Shipping Protection may purchase a return shipping label through the return portal, and the label cost will be deducted from their refund.
Original shipping charges are non-refundable unless the return is the result of an incorrect, damaged, or defective item.
For all international orders, please reach out to help@wildone.com to receive details on processing a return for a refund. International orders cannot be exchanged.
Please note, orders of $400 or more are final sale and and are not returnable. If interested in placing a wholesale order, please contact our team at salesteam@verygreat.nyc. If interested in placing a large order for non-wholesale purposes, please contact our team at help@wildone.com.
What is the EU Right of Withdrawal?
If your order was placed from a country in the European Union, you may have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, in accordance with the EU Consumer Rights Directive.
To exercise your right of withdrawal, please submit your request through our EU Withdrawal Portal:
https://wildone.com/eu-withdrawal
Customers are responsible for the cost of return shipping. A prepaid return label will be provided through the withdrawal portal, and the cost of the label will be deducted from your refund.
Refunds will be issued within 14 days after we receive notice of your withdrawal, or, if later, once we receive the returned item(s) or proof that they have been shipped back.
Please note that this right does not apply to certain items, including personalized products, digital products, perishable goods, and sealed personal hygiene products, as permitted under applicable EU law.
What about exchanges?
Eligible items may be exchanged within 30 days of delivery through our Online Return Portal.
Products may be carefully tried on to confirm fit, but items that have been used outdoors, soiled, damaged, or show signs of use beyond try-on are not eligible for exchange.
At this time, we do not accept exchanges for limited-edition collections or international orders.
What if my gift recipient wants to exchange or return their item?
Eligible items may be returned or exchanged within 30 days of delivery through our Online Return Portal. Products may be carefully tried on to confirm fit, but items that have been used outdoors, soiled, damaged, or show signs of use beyond try-on are not eligible for return or exchange.
What about limited-edition collections?
Limited-edition collections are final sale and are not eligible for return or exchange.
If you have any questions, you can reach out to our CX team at help@wildone.com.
Uh oh, my pup broke the item! What can I do?
We understand some pups may get excited with our items and chew them up. Unfortunately, this is not considered a part of regular wear and tear or a defect on our part. Feel free to reach out to help@wildone.com to see what we can do for you.
Warranty
What is your warranty?
We’ve worked hard to create a set of essentials that are durable and lasting so we offer a 1 year warranty on our products. Wear and tear may happen, especially when pets are involved, but if your items are damaged within a year of purchase due to a manufacturer defect please file a warranty claim here. We do not accept returns or exchanges for dirty or dog damaged items. However, if the product you received is incorrect or breaks, we would love to look into this to help make our products better!
Products
How can I find more information about a product?
Individual product pages have lots of useful information including photos, features, care instructions, and size guides. Still have questions? Email us at help@wildone.com, and we’ll provide answers (and pup pics probably).
How do I clean my Wild One products?
Having a pet gets messy, but all of our items are designed to be easy to clean. In general, a quick hand wash with gentle soap should do the trick, but more detailed care instructions are listed on each product page.
Where are your products made?
Our products are made in Cambodia and China, with partners who prioritize quality, worker safety, fair wages, and environmental responsibility.
Treats are made in Canada.
