Terms and Conditions

To ensure your shopping experience with Woof is simple, convenient, and transparent, we openly share our terms and conditions here. This policy includes details on:

1. Payment methods accepted by Woof;
2. Shipping costs and delivery times;
3. Conditions for returns;
4. Exchange policy;
5. Refund process and timelines;
6. Customer support channels available at Woof.

At Woof, we accept the following payment methods:

1. Bank transfer via VietQR;
2. NAPAS domestic cards;
3. International cards including VISA, Mastercard, and JCB;
4. Cash on delivery (applicable to specific products only).

When you proceed to checkout, you will need to provide your shipping address and select a delivery method. Woof will automatically calculate the shipping fee based on the delivery distance, size, and weight of the items, or one of our staff members will coordinate with the shipping partner (“Shipping Partner”) to determine the cost and inform you directly. Periodically, Woof may offer free shipping promotions for orders meeting specific value thresholds.

Please note that shipping fees are non-refundable under any circumstances.

Delivery times depend on the distance and the Shipping Partner’s policies. Generally, standard delivery takes approximately 3 to 6 business days from the time your order is successfully placed. Estimated delivery times for specific orders will be provided during checkout.

Orders are shipped and delivered on weekdays (excluding Sundays and public holidays). Delivery may take longer than anticipated during high-demand periods. If your order does not arrive within the estimated time, please contact Woof using the channels below to check on your order status.

Additional Notes on Shipping and Receiving Items

• We do not ship goods to forwarding companies or reshipping services.
• Upon receiving your order, please record a video of the unboxing process. Retaining this video will facilitate resolution in case of any issues.

You may return items within 3 days of receiving them from the Shipping Partner (for online orders) or from the date on your receipt/invoice (for in-store purchases). Items eligible for return must:

• Include the original receipt/invoice and order details;
• Be unused, with original tags, labels, packaging, accessories, warranty cards, and any accompanying gifts (if applicable).

Returned items will be inspected. If the item is found to be defective due to manufacturing faults or does not match the product description, Woof will fully reimburse the purchase price for the defective item(s). Items damaged for reasons not attributable to Woof will not be refunded, and the original item will be returned to you. Shipping fees for returning the item back to you will be your responsibility.

Returns are only applicable for the following product categories:

• Dehydrated treats;
• Wet foods (Must remain frozen).

Please note that for wet food items, they must remain frozen and not unfrozen to be eligible for returns.

Please contact Woof via the channels below for guidance on the return process.

We currently do not offer product exchanges. If your item meets the return conditions, you may return the item and place a new order.

Please note that shipping fees are non-refundable under any circumstances.

Refunds will be processed through the original payment method used at checkout under the following circumstances:

• Non-delivery: If the order has not been delivered within 3 days after the estimated delivery date.
• Returns: When you return an item, and we confirm that the issue is due to a manufacturing defect or mismatch from the product description. The inspection process may take up to 5 business days.

After confirming eligibility for a refund:

• For orders paid via bank cards, the refund will be processed back to your issuing bank within 2 business days. Note that the time it takes for the refunded amount to reflect in your account depends on your bank’s policies.
• For orders paid via VietQR transfer, the refund will be processed via bank transfer to your account within 2 business days.

You can contact us through the following customer support channels:

• Phone: (+84) 768 749 198
• Email: Hello@woof.vn
• Store Address: 125/18 Hòa Hưng St., Ward 12, District 10, Ho Chi Minh City, Vietnam
• Fanpage:
  • Zalo
  • Facebook
  • Instagram