Hardware Sets for All Products
At WLO, we believe your products should last for years and always feel like new. That’s why we offer replacement parts for the components that experience the most wear and tear such as cushions, hinges, locks, acrylic panels, and other essential hardware. Whether your product was damaged during a move or your dog has given it some extra love, you don’t have to buy a whole new bed or furniture piece.
Our comprehensive spare parts support helps you save money and keeps your favorite WLO product in perfect condition.
Note: We do not offer eco-composite panel pieces as individual spare parts. Cutting single pieces from our eco-composite panels creates excessive material waste and requires custom production for each part, which does not align with our sustainability goals. For this reason, we can only offer special discounts on new products for returning customers who need to replace eco-composite panels.
If your eco-composite panel is ever damaged, please contact us. We’re happy to provide exclusive discounts on a replacement product for our loyal customers.
Couldn't load pickup availability
Pickup available at US Factory
Usually ready in 2-4 daysPairs well with
Every order is made to order in our workshop. We handcraft and ship your crate as quickly as possible, always aiming to dispatch within 3–4 days, even with worldwide demand.
Questions or special requests? Our dedicated team is ready to help before and after your purchase. Just reach out!
We use only the highest quality materials and craftsmanship. Your WLO product is designed to stand the test of time, every single day.
Wherever you are, we’ll deliver to your door. And if you’re not completely satisfied, our return process is easy and transparent.
Perfect replacement for my puppys house
These dog houses are excellent. We did receive our 1st house broken , but customer service was excellent and they sent out a replacement after sending them photos of the broken pieces. I believe the big dog house should be shipped in 2 boxes and perhaps upgrade packaging to better protect them
Wunderschöne Artikel, unschlagbare Qualität, super Service! Ich bin rundum zufrieden, herzlichen Dank!
I’m so pleased with this company. The door/clear panels were damaged by my dogs teething. I ordered the wrong replacement parts, but a staff member emailed me before even shipping my order. She sent a link so I could easily order the correct parts. Will definitely purchase from WLO again. Great products and great customer service in a world where both seem to be lacking!!! Ty!! Happy customer!!!
Good quality, easy to install, nicely designed; but shipping is very slow. Took over a month for shipment (though promised to be 2 weeks when I place the order).
The next day: The door was easily broken by my dog. But the customer service reached out me and sent me a replacement. So overall satisfied with the experience.
If you have any questions, our team is here to assist you. We aim to respond as soon as possible, typically within 12–24 hours on weekdays. Please choose the section that best matches your question for a faster and more personalized response.
-
Shipping Information
Learn everything about our shipping process, delivery times, tracking, and worldwide service.
Check here for details about order processing, shipping to 56 countries, delivery estimates, and what to do if your order arrives damaged. -
Reach out for personalized help with your order, account, or any WLO experience.
Our dedicated team is ready to assist with any issue, big or small. We take pride in solving your concerns quickly and thoroughly. -
Browse answers to our most common questions.
From product details and return policies to tips for care and assembly, our FAQ section is designed to save you time. -
Still need help? Contact us directly!
For anything else, just drop us a message. We’re always happy to hear from you, whether it’s feedback, partnership requests, or something unique.
FAQs
Please read our FAQs page to find out more.
What if I want to return or exchange my product for any reason?
Our return and exchange policy is as follows:
- Returns and exchanges are possible with return fees ONLY for unused, standard products in original condition and packaging.
- No free returns or exchanges for products that are assembled, installed, or cannot be repackaged and resold as new.
- 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.
- 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.
- Refunds or returns are only accepted if the returned product is unused, in perfect condition, and can be resold.
- Returns are not accepted for items that have been assembled or cannot be resold.
What if my order arrives damaged?
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.
What if I have a special request or need a customized product?
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!
Are your products covered by a warranty?
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.
Where do you ship?
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.
