FAQ

FAQ

Products

OTTO harness

What should I do if my dog is between sizes?
Please email pictures of the measurement tape on your dog to hi@lambwolf.co and we will help suggest the best size for you.

Are custom sizes available?
We do not offer a custom option at this point. We might in the future and if you want to be notified, you can subscribe to our email alerts.


Is the material stain-proof?
No. The material is waterproof but it is not stain-proof. If your gear is stained, it will be covered under our lifetime WARRANTY for wear + tear and you can enjoy 25% discount for a replacement.


Will the harness work if my dog is a puller?
The OTTO is designed with a D ring in the front. If your dog pulls, we suggest attaching the leash in the front instead.

MELLEM leashes

How do I decide between choosing wide vs narrow?

We designed the wide and narrow options for multiple reasons:

STRENGTH
The carabiners of the wide are tested for a higher pull strength and so the wide is recommended for larger breeds.

COMFORT
The wide is also recommended for those with larger hands for comfort. If you would like to wear your leash in a crossbody configurations with a larger dog, the wide would be more comfortable as well. If you have a smaller dog, narrow is recommended instead.

STYLE
We recommend the narrow for smaller breeds so the leash will not look out of scale. The narrow matches with the width of our OTTO harness in XS and the wide matches with the width of our OTTO harness in S, M and L.


Is the material stain-proof?
No. The material is waterproof but it is not stain-proof. If your gear is stained, it will be covered under our lifetime WARRANTY for wear + tear and you can enjoy 25% discount for a replacement.

NOMAD long line

What is the width and thickness of the material?

The material is 1cm in width and 13mm in thickness. (The metrics system is used here for precision.)


Can I use the NOMAD as a tie down?
No. The NOMAD material is waterproof but it is not indestructible and it is not designed for that use. It is designed to provide extra freedom for your dog during decompression walks and for recall training.


What is the O ring in the handle meant for?

The O ring is designed for you to attach poop bag holder or to connect to other gears such as our REI to create a crossbody configuration with the long line.


Is the material stain-proof?
No. The material is waterproof but it is not stain-proof. If your gear is stained, it will be covered under our lifetime WARRANTY for wear + tear and you can enjoy 25% discount for a replacement.

MARSU sling pouch

What is MARSU?

MARSU is a sling pouch with two compartments, one for human essentials and one for pet essentials. It is designed to carry small items that you would want to keep close such as your phone, a small wallet, lipsticks, handcream, keys or cards. 


The pouch is sized similarly to a small crossbody handbag but with built-in functions for pets such a poop bag dispenser and a pouch for a leash/ treats in the front.


MARSU is designed for.. 

- city walks or gatherings

- training practice outside, at a day care or doggie school
- when you are driving or commuting with large bags but would like a small sling to keep personal essentials close
- sans dog hours because it works just as a cute sling too 


What isnโ€™t MARSU for?
MARSU is not sized and built for carrying heavy items or gears. It is not meant for carrying a full size water bottle or a camera. If you are looking for a bigger bag for adventures, we recommend our BUCKET BAG that can be worn cross body or as a back pack. If you are unsure about the size, you can refer to the detailed measurements in the bottom of the product page or on our Instagram page @lambwolf.co.

Is MARSU machine washable?
No, hand wash and line dry is recommended. Usually, a wipe down with a damped towel or sponge will do the job!

ORII travel mat

What is the ORII meant for?

ORII is designed around portability for urban life. It features a lightly padded + easy to clean surface optimal for short rests such as during transportation, at a cafe or at a friendโ€™s. More importantly, it offers a familiar place and acts as a signal for your pet as to where to stay in unfamiliar spaces. It is that something you can always just pick up and go without hesitation instead of doing assessment of whether you are comfortable enough to carry everything (weight wise) for the day. 


Can I use ORII as a travel dog bed? 

That being said, ORII is thinner than regular dog mats so to stay as compact and light as possible. It is not a travel dog bed and it is not made to provide warmth because that is just not the purpose of the design.


Is the material stain-proof?
No. The material is water-repellent but it is not stain-proof. It will not have a problem with saliva, regular food or rain. If your mat is stained, it will be covered under our lifetime WARRANTY for wear + tear and you can enjoy 25% discount for a replacement.

Weight of Walk Set Products

20ft/ 6m NOMAD 0.34lbs or 155g

30ft/ 9m NOMAD 0.45lbs or 205g

MELLEM narrow 0.36lbs or 161.7g

MELLEM wide 0.45lbs or 201.7g

REI narrow 0.16lbs or 72.9g

REI wide 0.2lbs or 89.7g

KNOX narrow 0.19lbs or 88.4g

KNOX wide 0.22lbs or 101.3g

OTTO / extra small 0.16lbs or 74.4g

OTTO / small 0.24lbs or 108.4g

OTTO / medium 0.26lbs or 119.7g

OTTO / large 0.28lbs or 126g

Lannel

Lannel is a performance nylon fabric made to our specifications for our products. It is used on the ORII travel mats, MAATIN beds, MEMO poop bag holders and the MARSU sling pouches. It is a high performance modern material that combines function + comfort. It is:


๐˜„๐—ฎ๐˜๐—ฒ๐—ฟ ๐—ฟ๐—ฒ๐˜€๐—ถ๐˜€๐˜๐—ฎ๐—ป๐˜ + ๐˜€๐—ต๐—ผ๐˜„๐—ฒ๐—ฟ๐—ฝ๐—ฟ๐—ผ๐—ผ๐—ณ to block out water and rain

๐—ฒ๐˜…๐˜๐—ฟ๐—ฒ๐—บ๐—ฒ๐—น๐˜† ๐—ฏ๐—ฟ๐—ฒ๐—ฎ๐˜๐—ต๐—ฎ๐—ฏ๐—น๐—ฒ with a micro porous surface

๐˜€๐˜๐—ฟ๐—ผ๐—ป๐—ด + ๐—ฑ๐˜‚๐—ฟ๐—ฎ๐—ฏ๐—น๐—ฒ with tightly woven fine nylon infused fibers


It is also machine washable*. Line dry is recommended.

*MARSU + MEMO are excluded since the structure of the design will be better kept by hand wash.

Shipping

When will my order ship?

We have a 2-5 business days processing time before your order is shipped. If your order contain a pre-order or back-ordered item, it will be shipped when that item is ready. We ship Monday-Friday via UPS/ USPS. Please allow an extra 3-5 days for us to process your order right after new product releases and during holiday seasons.


All delivery dates are estimates as we ship our order through a third party (USPS, Fedex, DHL, UPS, etc) and we do not ship on non-business days or bank holidays. 

How can I insure my package?

You can add Route protection at checkout. Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order. Route will refund the cost of the item(s). Shipping costs, taxes, and the Route premium are not included. Route also do not pay custom/duty fees.

What should I do if my package is lost?

We offered Route protection at check out so that you can insure your order. To file an order issue, go to the Route Resolve Center (via the Route app or web link from your order confirmation email), enter your email and order number, follow the instructions and report the issue. At the end of the process you will be given an order issue summary with more information on what to expect as compensation for your lost order. If you run into any issues, please email us for help.

If you did not add Route protection at check out, it will be your responsibility to contact USPS or UPS to file a claim. Should you need us to fill in any information on the claim documents for you, please email us.

International Taxes

International taxes might be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

  • The customs value is made up of:
  • the price paid for the goods,
  • the insurance cost,
  • the shipping cost.

Exchanges

How do I exchange an item?

To be eligible for an exchange, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need to include a printed order confirmation or proof of purchase. 

To start an exchange, you should firstly contact us at orders@lambwolf.co with 'EXCHANGE' and your order number as the subject line, and describe the situation. If your request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without requesting will not be accepted.

Please note that you will be responsible for mailing back the item back to our office and the outbound shipping cost for the new item.

Items must be unused, and the Lambwolf Collective mesh bag must be returned together. If the hang tags are detached from the product, exchanges or returns will not be processed.

Which products are eligible to be exchanged for a different size?

We currently only accept exchange requests for sizes for the OTTO harness and collars.

Returns

What is the return policy?

We have a 5-day return policy for all products and return requests will not be accepted for orders placed by mistake. By placing an order, you accepts our return policy.

Not all requests are accepted and we retain the rights to the decision. Should you find any product to be defective, we will either send over a replacement or issue a refund for the product if the product is OOS. 

A $8 restocking fee per order will be charged for all returns. Shipping costs are non-refundable.

Refunds can only be applied to the original payment method or in the form of store credit.

How do I return an item?

To be eligible for a return, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need to include a printed order confirmation or proof of purchase. 

To start a return, you should firstly contact us at orders@lambwolf.co with 'RETURN' and your order number as the subject line, and describe the situation. If your return request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without requesting will not be accepted.

All returned items must be unused, and the Lambwolf Collective mesh bag must be returned together. If the hang tags are detached from the product, exchanges or returns will not be processed.

When will I get my refund?

We will notify you once weโ€™ve received and inspected the returned items. We will refund immediately once your return was approved. Please remember it can take up to 14 days for your bank or credit card company to process the refund.

Orders

Is it possible to change the order and how it can be done?

Yes if your order has not been processed or shipped out from our office. Please email orders@lambwolf.co to edit your order.

Can a loyal customer get a discount?

We welcome to you join our loyalty rewards program THE COLLECTIVE to collect points on each of your purchase and to use them to redeem cash + discount codes.

I received the wrong item.

Please inspect your order upon reception and contact us immediately if you receive the wrong item, so that we can evaluate the issue and make it right. We are humans after all and it could happen!

What if I want to cancel an entire order?

Please email us to cancel an order. A 10% restock and admin fee will be charged for cancelling orders. Orders can only be cancelled before they are processed or shipped.

Payment Method

You can select your preferred payment method at checkout.

We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.

Note that additional exchange fee may apply if your currency is other than US dollars.

Ambassadors

Where can I find information about becoming an brand ambassador?

We post regular searches for brand ambassadors on our Instagram page @lambwolf.co and through our email. You can follow our social media page or sign up to our emails to be alerted.