FAQ's

We process every order in the shortest possible time, with most orders leaving our factory within 3–4 business days. We are a genuine manufacturer, not a dropshipper. Due to high demand and global shipping, orders are placed in a queue, but our goal is always to ship your order as quickly as possible. Usually within 3–4 business days.

Our return and exchange policy is as follows:

1. Returns and exchanges are possible with return fees ONLY for unused, standard products in original condition and packaging.
2. No free returns or exchanges for products that are assembled, installed, or cannot be repackaged and resold as new.
3. If there is a manufacturing or packaging error caused by us, we will send a replacement at no cost, but we do not accept returns or refunds in such cases.
4. If you want to return a product for any reason other than our error, you must pay all return shipping costs. International return shipping usually costs 30–40% more than the original shipping fee.
5. Refunds or returns are only accepted if the returned product is unused, in perfect condition, and can be resold.
6. Returns are not accepted for items that have been assembled or cannot be resold.
   

Our packaging technology has been updated and improved for maximum protection. Boxes are reinforced and every product is secured with extra layers and modern edge-protection techniques.

• If your box arrives damaged, do not panic! Open the box and check the product inside.
• If there is any damage to the product itself, take clear photos of the damaged area and the packaging.
• Email us the photos at support@wlostore.com.
• If the product or any part is damaged, we will send you a replacement part or, at our discretion, a new unit free of charge.
• We do not accept returns due to shipping damage. Instead, we replace the necessary part(s) at no cost.
• If your order is stolen after delivery (e.g., taken from your doorstep), unfortunately we cannot accept responsibility or provide compensation. Please track your shipment and ensure safe delivery.

If tracking shows the package was delivered but you did not receive it, please check with neighbors and your local courier. WLO Corp. is not responsible for lost or stolen packages after delivery confirmation. Please track your order and arrange for secure receipt.

We currently ship to 56 countries where our products are protected by design and utility patents. If your country does not appear as an option during checkout, unfortunately, we cannot ship to your location at this time. Please check our checkout page to confirm shipping availability to your country.

No. Products that have been assembled, used, or cannot be resold as new are not eligible for return or exchange.

Once your order is shipped, you will receive a tracking number via email. You can also track your order status and updates through your customer account on our website.

We aim to respond to all customer inquiries within 12 hours. During peak times or in complicated cases, replies may take up to 24–48 hours. All messages are handled via our support ticket system, and we provide equal care and attention to every customer. For urgent issues, please write to support@wlostore.com.

All international customers are responsible for any applicable customs duties, taxes, or import fees required by their country. WLO Corp. does not cover or reimburse these charges.

You can review our full Return & Refund Policy, Privacy Policy, Terms of Service, and Shipping Policy in the footer of every page on our website.

We appreciate your interest in customization; however, we are unable to accept requests for custom sizes, dimensions, or fully custom design changes.

Because our production process is highly systematic, any alteration to panel sizes, joints, or structural elements requires extensive re-testing, engineering, and certification. Each product is engineered and balanced for optimal safety, function, and durability. Even minor changes can disrupt this balance and are not feasible within our certified manufacturing process.

For this reason, we cannot accept requests for fully custom designs or dimensions. We are committed to offering only thoroughly tested, certified, and documented products to ensure your pet’s safety and the quality you expect from WLO.

If you have questions about our available options or need help selecting the right product, our team is happy to assist!

Our composite surfaces are designed for easy cleaning:

• Use a soft, damp cloth to gently wipe the surfaces (think of cleaning a car, not scrubbing wood).
• Avoid harsh chemicals, abrasive pads, or steam cleaners.
• Do not soak or pressure-wash the product.
• For cushions, follow care instructions on the label (typically machine washable on a gentle cycle, air dry only).
  

We fully support you for any manufacturing defects, missing parts, or issues during initial assembly and installation.

• Once the product is fully assembled and installed in your home, our warranty ends.
• Damage or wear caused by pet use, chewing, scratching, incorrect cleaning, misuse, or accidents is not covered.
• If you need any replacement parts after installation, contact us—we will do our best to help for a reasonable fee.

By submitting reviews, photos, or any content to us via our website, email, or social media, you grant WLO Corp. the worldwide, royalty-free, perpetual right to use, share, edit, and display your content for marketing, social media, and promotional purposes. This policy is in accordance with applicable U.S. and international laws.