Help & FAQs

Absolutely! Damaged parts will be reshipped from our warehouse for a lower charge. Just provide the code or photos of the damaged part.

Certainly! WLO Store supports you until the product is fully assembled. We'll send the broken part immediately for a lower charge (small parts may only require shipping costs).

No worries! WLO Store will immediately resend the parts, free of charge. You only need to provide the code or photos of the damaged part.

Yes, of course! Update your order with extra parts at our lower spare part prices, saving you from additional shipping costs.

We've got you covered! All product dimensions and color options are detailed in our listing images. For hygiene reasons, exchanges are only possible if the box is unopened. You can return the product to our warehouse by covering the shipping cost (approximately $39 to $89).

WLO Store will replace any damaged parts free of charge! Just provide the code of the damaged part or photos.

Just let us know! We'll promptly contact the shipping company to resolve the issue. If it's not resolved within 10 business days, you'll have two options: a full refund or a resend of the product with an emergency code.

We can't accept returns due to color differences, unless there's a significant discrepancy from our listed images. Our wood colors are 98.4% accurate to the images. Slight variations may occur due to the nature of wood and our handmade painting technique. Please understand that matching the exact shade with other furniture is nearly impossible due to these natural variations.

We can't offer free returns. You can return the order with a domestic shipping fee ($39 to $89) once you receive the package.

We encourage customers to make the right choice before purchasing, as all product dimensions are provided in detail. We can offer a second dog house at a special discount rate. Due to hygiene rules, we cannot accept returns.

Due to our hygiene rules, we cannot accept returns in this case. We advise contacting us before purchasing to ensure the right product selection.

Our products undergo extensive testing for sturdiness before market release. If the assembly is correct but does not meet your expectations, we cannot offer a refund as we believe in the robustness of our materials.

We expect customers to evaluate aesthetic preferences before purchasing, and cannot accept returns based on this criterion.

Our products are shipped disassembled, and correct installation is the responsibility of the customer. We cannot accept returns due to installation errors.

Material details are provided in our product images. We stand by our quality but cannot accept returns based on subjective expectations. In controversial situations, we aim to support our customers with reshipment.

We can offer extra parts to solve the issue. However, returns are not accepted in this scenario due to unpredictable pet behavior. We recommend choosing a fully enclosed model for escape-prone pets.