Frequently Asked Questions

Returns & Exchanges

What is your exchange policy?

Exchanges must be requested within 21 days of the original delivery date.

Items must be in new condition with all tags and original packaging intact. Products should be clean and free of dog hair. All exchange requests are subject to photo inspection.

You may exchange an item for a different size, color, or a completely different style.

How do I start an exchange?

To start an exchange:

1. Enter your order number and postal/ZIP code in our returns portal.

2. Answer a few questions and upload photos of the item.

3. Our customer experience team will review your request and respond within 1–2 days.

4. Print the prepaid shipping label.

5. Attach the label to the outside of your package.

6. Drop the package off at the specified carrier location.

7. Once we receive your item, your exchange order will be shipped.

What is your return policy?

Returns must be requested within 21 days of the original delivery date.

Items must be in new condition with all tags and original packaging intact. Products should be clean and free of dog hair. All returns are subject to photo inspection.

You may choose either:

• A refund to your original payment method

• Store credit

A $7 restocking and shipping fee will be deducted from refunds issued to the original payment method.

The $7 fee does not apply when you choose store credit.

How do I start a return?

To start a return:

1. Enter your order number and postal/ZIP code in our returns portal.

2. Answer a few questions and upload photos of the item.

3. Our customer experience team will review your request and respond within 1–2 days.

4. Print the prepaid shipping label.

5. Attach the label to the outside of your package.

6. Drop the package off at the specified carrier location.

7. Once we receive your item, your refund or store credit will be issued.

Are any items final sale?

Yes. Face masks, toys, and clearance items are considered final sale.

Final sale items are not eligible for exchanges, refunds, or store credit.

Do you offer price adjustments?

No. We currently do not offer price adjustments.

What is the return policy for the Weighted Calm Collection?

We understand that it may take some time to fully appreciate the benefits of the Weighted Calm Collection, so we offer a more flexible return policy for these products.

Please contact our customer experience team for additional details.

Can I return an item purchased from another retailer?

If you purchased one of our products from an authorized seller, please return the product directly to the original place of purchase.

Each retailer has its own return policy. We can only process returns, exchanges, refunds, or store credit for purchases made directly through our website.

General

Where is your company located?

Our head office is located in Toronto, Canada, where our products are designed in-house.

How can I stay updated on new products and promotions?

Follow us on social media to stay up to date on the latest trends, styles, and new products.

You can also sign up for email and SMS updates through the sign-up form at the bottom of our website.

Shipping

How long does it take to process my order?

Orders are typically processed within 1–2 business days.

Once your order has shipped, delivery times vary depending on your location.

What are your estimated shipping times?

Our standard estimated shipping times are:

USA: 5–14 business days
UK: 15–20 business days

Please note that carrier delays may result in longer delivery times, so we cannot guarantee an exact arrival date.

For the most accurate delivery updates, please refer to your tracking information after your order has shipped.

Where do you ship?

We currently ship within:

• Canada

• United States

• Puerto Rico

• United Kingdom

Do you ship to PO boxes and APO/FPO addresses?

Yes. We can ship to PO boxes and APO/FPO addresses using standard shipping through Canada Post or USPS.

Expedited orders shipped through FedEx or UPS cannot currently be delivered to PO boxes or APO/FPO addresses.

Do you offer free shipping?

We offer free standard shipping on U.S. orders with a subtotal over $75.

For U.S. orders under $75, a flat-rate shipping fee of $7.99 applies.

Do you offer international shipping?

We currently offer international shipping to the United Kingdom.

Free international shipping is not currently available, but multiple shipping options may be available at checkout.

International orders are charged duties and taxes in advance.

I didn't receive an order confirmation. Did my order go through?

If you received an order number at checkout, your order was successfully placed.

Order confirmation emails can occasionally be sent to your spam or junk folder, so please check those folders first.

You may also view your order information through your account.

Can I change or cancel my order after placing it?

We work to process and ship orders as quickly as possible. Because of this, once an order has been placed, we are unable to make changes or cancel it.

If the item does not work for you once it arrives, you may request a return or exchange according to our return policy.

Where can I find my tracking number?

Your tracking number will be included in your shipping confirmation email.

You may also view your order details through your account.

If you are unable to locate your tracking information, please contact our customer experience team.

Payments & Security

What payment methods do you accept?

We accept:

• Visa

• Mastercard

• American Express

• Discover

• Google Pay

• Apple Pay

• Shop Pay

• PayPal

• Klarna

When will I be charged for my order?

You will typically be charged within 24 hours of placing your order.

If you choose Klarna's Pay Later option, the first of four payments will be charged when your order is placed.

Is my payment information secure?

Yes. Your security and privacy are a priority.

Payments made through our website are securely processed by Shopify. Shopify is certified Level 1 PCI DSS compliant.

PCI DSS is an information security standard designed to help protect credit and debit card information.

Contact

How can I contact customer service?

You can contact our customer experience team by:

• Email

• Contact form

• Live chat

• Voicemail

We aim to respond to all inquiries within 24–48 hours on business days.

Do you work with creators or dog influencers?

Yes. We are always interested in building organic relationships with creative pups and creators who love supporting our brand.

You can submit your information through our creator application to be considered for future opportunities.

Are you looking for dog models?

Yes. We are always looking for local dog models in the Toronto area.

You can contact us through Instagram or email if you're interested.

Products

Are your products made with animal-derived materials?

No. Our mission is to bring comfort and happiness to animals, which is why our products are free from animal by-products.

We use materials such as faux fur and faux down, and we do not use wool.

Are your coats and rainwear waterproof?

Our outerwear and rainwear feature water-resistant shells designed to help keep your dog dry.

Individual products may include additional features, so please check the product page for specific details.

Which styles are best for cold winter weather?

Our Parka Collection is designed to provide extra warmth and coverage during colder weather.

Styles include:

• Urban Wax Parka

• North Pole Parka

• Alaskan Army Parka

• Winter Wilderness Parka

If you're unsure which style is best for your dog, please contact our fit experts.

Do your parkas have sleeves?

Our Parka Collection includes sleeves in sizes up to and including size 16.

Sizes 18 and above do not include sleeves because sleeves can restrict movement for larger dogs.

Our Slush Suit provides full-body coverage and is available in sizes 10–24.

Do you offer other clothing with sleeves?

Yes. We offer several knit and woven styles with sleeves that are suitable for layering, lounging, and cooler dry days.

These include styles such as:

• Tear-a-Way Onesie

• Frosty Fleece Onesie

• Hero Hoodie

• Colour Block Hoodie

• Weekend Onesie

• Cozy Caribou Hoodie

The Cozy Caribou Hoodie offers sleeves up to size 16.

Which products have sherpa lining?

Sherpa-lined products include:

Outerwear:

• Alaskan Army Parka

Knits:

• Cozy Caribou Hoodie

Which products have fleece lining?

Fleece-lined products include:

Outerwear:

• North Pole Parka

• Shiny Puffer Vest

• Everest Explorer

• Winter Wilderness

• 360 Jacket

• Summit Stretch Vest

Knits:

• Hero Hoodie

• Northern Knit

• Color Block Hoodie

• Frosty Fleece Sweatsuit

Which products have faux fur lining?

Faux fur-lined products include:

Outerwear:

• Urban Wax Parka

Knits:

• Worker Jacket

Which products have jersey lining?

Jersey-lined products include:

• Reflective Hybrid Jacket

• Torrential Tracker

Which coats are insulated?

Insulated styles include:

• Alaskan Army Parka

• North Pole Parka

• Urban Wax Parka

• Everest Explorer

• Winter Wilderness

• 360 Coat

What size dog bed should I choose?

If your dog prefers sleeping curled up, we recommend:

Small: up to approximately 20 lbs
Medium: up to approximately 40 lbs
Large: up to approximately 60 lbs
XLarge: up to approximately 100 lbs

If your dog prefers to sleep stretched out, we recommend sizing up.

If multiple dogs will be sharing the bed, consider choosing one to two sizes larger.

WAGLAB™ PlayStack

What is WAGLAB™ PlayStack made from?

Every PlayStack mod is made from 100% natural rubber.

The design is made to withstand real play while remaining flexible and engaging for your dog.

Are WAGLAB™ toys safe for dogs?

WAGLAB™ toys are made from food-safe, non-toxic materials and are designed for interactive enrichment.

Because every dog has a different play style, we recommend supervised play at all times.

Where are WAGLAB™ toys made?

Our toys are designed by our team in Toronto, Canada.

We work with trusted manufacturing partners in Vietnam who meet our standards for safety, quality, and durability.

Are WAGLAB™ toys BPA-free?

Yes. Our toys are BPA-free and made without harmful chemicals such as phthalates or PFAS.

Our natural rubber undergoes extensive testing, including Prop 65 testing, to help ensure it is free from harmful heavy metals.

What size PlayStack should I choose?

PlayStack is available in two sizes:

Small: for dogs up to 45 lbs
Large: for dogs 35 lbs and above

If your dog weighs between 35–45 lbs, consider their play style and mouth size.

Dogs with smaller mouths or a gentler puzzle style may prefer Small.

More enthusiastic or mouthy players may prefer Large.

Can I freeze PlayStack toys?

Yes. PlayStack is freezer-safe.

You can use spreads such as:

• Xylitol-free peanut butter

• Plain yogurt

• Pumpkin purée

You can also add:

• Kibble

• Jerky

• Small crunchy treats

Freezing spreads can help create longer-lasting enrichment.

What treats should I use with each PlayStack mod?

We recommend:

The Boomerang: Small treats and kibble

The Slobber: Spreads

The Spinner: Small treats and kibble

The Squiggle: Small and large treats, kibble, and spreads

The Bully: Bully sticks and other long chews

Are PlayStack toys designed for chewing?

PlayStack toys are made to be durable, but they are designed for supervised, interactive enrichment rather than unrestricted chewing.

Supervision helps keep your dog focused on the enrichment activity instead of trying to chew through the toy.

Will you release more PlayStack colors?

We are currently offering our signature WAGLAB™ colors.

Keep an eye on our social media channels for limited-edition color releases.

Which PlayStack mod is best for my dog?

Every dog plays differently.

For dogs that enjoy a challenge, try mods with tighter spaces that work well with spreads.

For beginners, choose a mod that releases kibble more easily.

Because the mods can be connected and mixed together, you can experiment with different combinations to find your dog's favorite setup.

How do I use The Bully?

The Bully is designed to securely hold bully sticks and other long chews.

This helps prevent your dog from swallowing the small end piece while also giving them a better grip during chewing.

To insert a chew, use firm pressure while twisting the chew into the mod.

If the remaining piece is difficult to remove after play, run the mod under warm water to help loosen the grip.

What are the benefits of enrichment toys?

Enrichment toys can help:

• Keep dogs mentally stimulated

• Encourage problem-solving

• Reduce boredom-based behaviors

Can I connect different PlayStack mods together?

Yes. PlayStack is designed to mix and match.

You can start with a simple setup, add more mods over time, and change the combination whenever your dog needs a new challenge.

How do I clean PlayStack toys?

Wash PlayStack mods using warm water, dish soap, and a small brush to clean the smaller spaces.

They are also top-rack dishwasher safe.

To help maintain the color of the natural rubber, avoid using a heated drying cycle.

When should I replace my dog's PlayStack toy?

Natural rubber is durable, but no dog toy lasts forever.

Inspect the toy regularly for signs of wear or missing pieces.

If you notice damage that could create a choking hazard, replace the mod.

Size & Fit

How do I choose the right size for my dog?

Every dog has a unique body shape, so we provide a size guide on our product pages to help you choose the best fit.

We recommend measuring your dog and comparing those measurements with the size guide before ordering.

Can I try products on my dog in a store?

You can use our Store Locator to find a retailer near you.

We recommend calling the store before visiting to confirm that the style and size you're interested in are available.

Are your products adjustable?

Many of our products include adjustable design features, such as stretch belly panels, to provide extra room and help improve fit.

What size should I choose for a broad-chested dog?

Broad-chested dogs often fit best in our plus-size gear.

We offer sizes 14+ for smaller broad-chested dogs and sizes 20+ for larger broad-chested dogs.

Do you have sizes for toy breeds?

Yes. Sizes 8 and 10 are generally the best options for toy breeds.

Do you offer sizes for very large dogs?

Yes. Our Expedition line of Outerwear and Rainwear is available in sizes up to 36.

What should I do if my dog is between sizes?

We recommend sizing up if your dog falls between two sizes.

Why are your sizes numbered?

Our products use numbered sizing to help provide a more precise fit.

The product size generally corresponds with your dog's back length.

For example, a size 10 will typically fit a dog with approximately a 10-inch back length.

Each size allows approximately two inches of variation in back length to accommodate a wider range of dogs.

Product Care

Can I machine wash your products?

Most of our products are machine washable.

However, always check the care label on the individual product before washing.

Whenever possible, we recommend hanging items to dry.

What should I do if I have a problem with my product?

If you have any concerns about the quality or condition of your product, please contact our customer experience team and include:

• Details about the issue

• Photos of the garment or product

Our team will review the information and help you from there.

Sustainability

What are you doing to support sustainability?

Sustainability is an important part of our business practices.

Our current efforts include:

• Compostable corn-based shipping mailers

• Recyclable bags and boxes

• More efficient shipping methods

• Sustainable practices within our office

We are continually looking for additional ways to improve sustainability throughout our business.