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FAQ

*What happens if the cargo arrived with damage?

WLO Wood will replace damaged parts for free of charge immediately! You should only provide damaged part’s code or photos.

*What happens if the dog house product box contains missing or defective parts?

WLO Wood will resend them for free of charge immediately! You should only provide damaged part’s code or photos.

*What should I do if my order gets lost during the shipment?

Just let us know! We will try to resolve the problem by contacting the shipping company immediately. If it’s not resolved within 10 business days, we will offer you two options: full refund or resend the product with an emergency code.

*I’m not sure if the product size or model is what I exactly want, what should I do?

Informing us is enough! We share all of the detailed product dimensions and color options in our listing images. Because of our hygiene rules, you can request exchange only if the box is not opened. You can return the product to our warehouse by paying only the shipping cost (approximately $39 to $89).

*My dog damaged the house. Do you send the spare parts?

Damaged parts will be resend from our warehouse with lower charges. You should only provide damaged part’s code or photos.

*I broke the product during assembly. Do you send the spare parts?

Exactly! WLO Wood’s responsibility continues until the product is assembled at your house. We will immediately send the broken part with lower charges. (smaller parts with only shipping cost)

*Can I add extra cushions or tents to my order?

Yes, just inform us! You can order extra parts by updating your order with our lower spare part prices. This will save you from paying extra shipping costs.

*The product color did not match my furniture. Do you accept returns?

Unfortunately we cannot accept a refund caused by color differences unless there is a very distinct color difference from the product images we listed. Our wood colors match the product images 98.4%. Detailed color options have been published in all listings. Also, you can check the images coming from our customers. Only in some cases there may be some color shade difference due to the structure of wood and our hand-made painting technique. As you would appreciate, it is almost impossible for us to match the same shade of colors with all other furniture. Even the different lighting in images can make the product color look completely different.

*My order is currently in shipping but I’d like to cancel it. Do you accept returns?

Unfortunately we cannot accept free returns. You can return your order with a domestic shipping fee  ($39 to $89) after you have the package.

* I have completed the assembly of my wooden dog house but I would like to return it because it is bigger/smaller than I expected. Do you accept returns?

We expect you to make the right choice before purchasing, as we share detailed measurements of all our products. We can send you a second dog house of the right size at a special discount rate just for you. Due to our hygiene rules, we cannot accept returns.

*I have completed the assembly of my wooden dog house but I would like to return or exchange it with another model I want.

Due to our hygiene rules, we cannot accept returns in this case. We expect you to contact us if you are unsure before purchasing so that you can choose the right product with our experience.

*The product is not sturdy enough, my dog ​​broke it and I would like to return it.

The sturdiness of our products has been tested many times before they are put on the market. The materials we use meet all the robustness requirements of a wooden crate/house. Our products have success stories that are evident in the feedback from customers. In this case, we may think that there is a problem caused by the assembly mistakes. Even if the assembly is done correctly but the sturdiness does not meet your expectations, we cannot make a refund.

*The product is not beautiful / I don't like it, can I return it?

We cannot accept returns as we expect you to evaluate this situation before purchasing.

*I completed the assembly of the product but some screws are loose and the product is not sturdy enough. I would like to return it.

All of our products are sent disassembled. As stated in our explanations, correct installation is the responsibility of our customers. We cannot accept returns due to installation errors.

*The paint and wood quality of the product is not as I expected. Can I return it?

We provided the details of materials of our products through images. For this reason, the expectations can vary at each purchase. We cannot accept returns because we trust the quality of our products. Only there may be controversial situations, but we usually make sure to support customers in resending.

*My dog just ​​managed to escape from the gap of the model I've chosen. Can I return it?

We can solve the problem with the supply of extra parts. However, since we cannot predict your dog's behavior we expect you to choose a fully enclosed model which will suit your dog. As we don't sell used products due to our hygiene rules, we cannot accept returns in this situation.

 

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