LEAD TIME

Current lead time for Voilà is 1-3 weeks, or 3-5+ weeks for pre-orders. Processing time may be longer if you have additional One Stop Shop items or Pupworldwear leashes in your order.

Please note that all Pupworldwear products are hand crafted and made-to-order just for you, and as such, processing time may vary. If you wish to receive your gear sooner, you can purchase a Priority Pass to fast track your order. Priority Pass orders will be processed in 1-3 business days.

You will receive an email once your order is ready, and a separate email once your order is shipped out with a tracking number.

More about our Processing Time

SHIPPING: FEES AND TIMING

Standard Shipping (3-9 business days): Spend $100 or more and standard shipping is on us!

Express Shipping (1-2 business days): Rates may vary. We cannot guarantee expedited deliveries to P.O. Boxes.

Local Deliveries: We offer local delivery for selective areas in Vancouver West. The system will automatically allow you to choose this option if you are within our service area. This option is free if you spend $60 or more! Local deliveries will only be on Saturdays and you will receive a separate email when your order is ready and scheduled for delivery on the upcoming weekend.

Self Pick-up: Pick up is available. We will email you once your order is ready and you can book a pick-up time. Orders must be picked up within 3 weeks and during the scheduled time-frame.

More about our Shipping Policy

RETURNS & EXCHANGES

ONE STOP SHOP PRODUCTS:

Products purchased through our one-stop shop are eligible for exchange within 14 days of delivery, or for a refund within the same window, provided they meet the following conditions:

• Item is in its original, unused condition
• All original packaging, tags, and accessories are included
• Proof of purchase (order number or receipt) is provided
• Item is not customized, personalized, or made-to-order

Customized and personalized items are final sale and cannot be exchanged or refunded unless they arrive damaged or defective.

Exchanges: Available within 14 days of delivery for eligible items. Return shipping costs for exchanges are the responsibility of the customer. Once we receive and inspect the returned item, the replacement will be processed and shipped.

Returns & Refunds: Eligible items may be returned within 14 days of delivery for a refund to the original payment method, subject to the following:

• A 5% restocking fee applies to all returns
• Transaction/payment processing fees from the original purchase are non-refundable and will be deducted from the refund amount
• Refunds are processed within 7 business days of receiving and inspecting the returned item
• Original shipping charges are non-refundable
• Return shipping costs are the responsibility of the customer

All returned and exchanged items will be inspected upon arrival. Items that show signs of use, wear, damage, missing components, or are not in their original condition may be refused or subject to a reduced refund at our discretion.

BIOTHANE PRODUCTS:

All Biothane Products are made-to-order just for you! Due to the customized nature with 300+ possible designs, your Biothane Products will be final sale and we are not able to offer refunds or exchanges.

We do offer life-long warranty on all our products, guaranteeing against any defects with the material or craftsmanship. Please review our full Warranty Policy for issues/defects included in the coverage.

ROPE PRODUCTS:

All Rope Products are made-to-order just for you! BUT, taking into consideration that there is less customization involved with our rope products, you can return your order for a full refund minus shipping and transaction fees within 14 days of delivery date.

The product must be unwashed and unused, in the condition it has been delivered, with the original packaging.

We also offer warranty on all handmade rope products.

Please note that items purchased on sale will only be eligible for store credit for members.

Please review our complete Return Policy.