Shipping, returns, care, and a person who answers.

Every order is made to order in our Lexington workshop; most leave within 2 to 4 weekdays. We are a genuine manufacturer, not a dropshipper. You get a tracking number by email when it ships, and you can follow it from your account.

We ship within the United States today. Canada, the EU, the UK and Australia come later, all together, with duties collected at checkout.

We ship within the United States only, so there are no duties or customs fees. Any sales tax is shown at checkout before you pay.

Check with neighbors and your local carrier first. Once the carrier marks a package delivered, a missing package is handled with the carrier, and we help you open the claim. Write to support@wlostore.com with your order number.

There is no free exchange for a size or color mistake: every house is heavy and built to your order, so please use the fit helper and measure your space first. If the box is still unopened, you can return it within 14 days of delivery, at your cost: we refund the price minus the round-trip shipping ($50 for Size 1, $75 for Size 2, $100 for Size 3, or the carrier's quote if higher). For a cushion, cover or part you pay the return shipping, nothing else. Cushions ship vacuum-sealed, so only a still-sealed cushion can come back; covers only unopened; write to us within 14 days of delivery. Once opened, assembled or personalized with a name plate, it cannot be returned. What we guarantee instead: Guaranteed until assembled. If any part arrives damaged, defective or missing, we send a free replacement right away. See limited warranty.

If a part arrives damaged, we send a free replacement right away, and we keep improving our packaging. Every house ships in a reinforced box with the panels padded. Open the box and check the product. If anything is damaged, take clear photos of the part and the packaging and email support@wlostore.com. We send a replacement part or, at our discretion, a new unit free of charge. We do not accept returns for shipping damage; we replace the parts.

Write to support@wlostore.com with your order number. Missing parts are shipped free. Missing an acrylic window? The acrylic sheets ship with brown protective film on both faces and can look like cardboard, so please check every sheet in the box first. If we sent the wrong item, tell us what arrived; you do not need to send it back. Keep it or donate it, and we ship the right item free.

You get $20 in store credit for a published review, whatever its rating, and $50 when a friend buys a WLO house with your referral link. Credit works on parts, cushions and covers, any time, sales included, and expires 12 months after it is issued. Your balance and expiry date are in your account.

The shipping address can be changed any time until the order is handed to the carrier. To cancel, write to us with your order number as early as you can; we confirm what is possible at that production stage.

• Use a soft, damp cloth (think cleaning a car, not scrubbing wood).
• Avoid harsh chemicals, abrasive pads or steam cleaners; do not soak or pressure-wash.
• Covers: machine washable on a gentle cycle, air dry. Cushion insert: spot clean only.

Each house ships with a step-by-step guide. PDF guides for each model and size are on the Instructions page.

Yes, by our limited warranty, the arrival guarantee. From delivery until your house is assembled, any part that arrives damaged, defective or missing is replaced free, shipping included. After assembly, wear and damage from chewing, scratching, cleaning or accidents are not covered. Cushions, covers, hardware and acrylic sets stay available on our parts page, and if a panel is damaged we offer a discount on a replacement house. Your rights under the law are not affected. See limited warranty

No. Every product is engineered and balanced as a set; changing panel sizes or joints would need re-testing. If you need help choosing, write to us with your dog's weight and breed.