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FAQ

Products

How long will the play objects last?

Our play objects are made with composite fabrics specifically designed for pet toys. However, every single dog plays differently and some dogs can chewed up shoes or a couch. We cannot guarantee any play objects against that and no dog toy is indestructible. When choosing appropriate toys and enrichment activities for your dog, take into account their “chewsonality.” If your dog has a destroyer chewsonality and one that can come forth easily upon frustration with puzzle toys, do pay extra attention during playtime. Always supervise your pet and do not allow your pet to continue on playing if you can see they are ripping the toy up or one that is damaged until it is repaired.

What is the material for the toys/play objects?

Our play objects are made with Polyester and Nylon.

Are the toys/play objects toxic free?

Yes. All fabric and PP cotton fillings are tested free of heavy metals to EN71 standard.

Can I wash the toys/play objects?

Yes. Our toys/play objects are machine wash friendly with a gentle cycle, and we suggest you put it into wash bag for a more delicate wash. 

Where are your products made?

Our products are made in China.

Do you have a standard tutorial to tie the NOU/NOUNOU/NOUNOUNOU/O NOU?

No. The knot is created by personal preference.  

Can the ball inside the POP be washed?

Yes. The ball inside the POP is machine wash friendly. 

Why does the toy/play object break after a few plays?

Please note that no toy is completely indestructible, and we suggest you supervise the play to ensure safety if you know your dog is not gentle with toys. 

Will the toy/play object be too small for my dog?

It depends on you and your dog's preference, and you can find the measurements of the product on the product page.  

Will the toy/play object be too big for my dog?

It depends on your and your dog's preference, and you can find the measurements of the product on the product page. 

What size should I get for my dog?

The smallest size we have for OTTO is SMALL. 

How much does the gear weigh?

Walk set

12ft / 3.6m NOMAD 0.24lbs or 110g

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

MELLEM X 0.43lbs or 194.4g

WYNN 0.229lbs or 103.9g

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

AVA / small 0.14lbs or 63g

AVA / medium 0.21lbs or 98g

AVA / large 0.23lbs or 105

Connector Set

REI narrow 0.16lbs or 72.9g

REI wide 0.2lbs or 89.7g

REI X 0.18lbs or 83g

KNOX narrow 0.19lbs or 88.4g

KNOX wide 0.22lbs or 101.3g

KNOX X 0.22lbs or 101.3g

SOLO narrow 1.5oz or 43g

SOLO wide 1.6oz or 45g

Travel Set

ORII / extra small 0.37lbs or 170g

ORII / small 0.52lbs or 235g

ORII / medium 0.66lbs or 300g

ORII / large 0.98lbs or 445g

OLLA / 1.16lbs or 530g

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 a 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.

Do you have the OTTO in XL? 

The largest size we have for OTTO is Large. 

Do you have a tutorial on how to measure for the OTTO?

Yes. Please check out our blog here

MAIA slip collar

What is MAIA?

MAIA is an adjustable limited slip collar that allow you to adjust to a length that you and your pup are most comfortable with. 


How do I measure for the MAIA slip collars? 

Please measure the widest part of the head instead of the neck size for this collar. Measurement should be taken at the maximum head circumference to ensure the collar can fit and will not be too loose.

Can I cut the collar so it fits my dog?

We do not suggest cutting the collar. 

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.

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.

How can I remove the stain on my leash?

We suggest using baby oil to remove the stain. 

What products do I need to walk my dog handsfree?

The REI and MELLEM allow you to walk your dog handsfree. 

What are the differences between the MELLEM Narrow and MELLEM X

MELLEM Narrow is a leash that is designed for dogs that are up to 30lbs or 18kg, and the MELLEM X is designed for dogs that are up to 80lbs or 36kg. MELLEM X has an auto-locking aviation aluminum carabiner that provides more security. 

What products do I need so I can walk two dogs together?

The KNOX and the MELLEM allow you to walk two dogs together

What products do I need to create a crossbody configuration?

The REI and the MELLEM allow you to create a crossbody configuration.

How do I use NOMAD handsfree?

The REI X allows you to walk your dog handsfree. 

Are the leashes chewed-resistant?

The leashes are not chewed-resistant or cut-resistant. 

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 isn’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 friend’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.

 

What is the weight of ORII?

XS weighs 0.37lbs or 170g = 1.5 Bagel 
S weighs 0.52lbs or 235g =2 Bagels 
M weighs 0.66lbs or 300g = 3 Bagels
L weighs 0.98lbs or 445g = 3 Bagels

 

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.

Will the matte black coating last?

Scratches will show up on the matte black hardware we use. When scratches happen on standard satin chrome and brushed nickel finishes, the human eye would rarely discern them on the surface of the hardware with the low contrast. However with matte black or painted color hardware in darker shades, scratches will show up much more due to the sharp contrast.

This applies to both our standard hardware and the auto-locking aviation aluminum carabiner. 

What is 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:


𝘄𝗮𝘁𝗲𝗿 𝗿𝗲𝘀𝗶𝘀𝘁𝗮𝗻𝘁 + 𝘀𝗵𝗼𝘄𝗲𝗿𝗽𝗿𝗼𝗼𝗳 to block out water and rain

𝗲𝘅𝘁𝗿𝗲𝗺𝗲𝗹𝘆 𝗯𝗿𝗲𝗮𝘁𝗵𝗮𝗯𝗹𝗲 with a micro porous surface

𝘀𝘁𝗿𝗼𝗻𝗴 + 𝗱𝘂𝗿𝗮𝗯𝗹𝗲 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.

Where are the treats made?

The treats are made in the U.S.

How long do the treats last?

They will last for two years. 

Do you sell the MAATIN Cover in color Koala or Fern individually?

MATTIN Cover is sold individually in Plum and Camel. 

Can I wash the insert of the MAATIN?

Yes. The insert is machine wash friendly, and we suggest you wash it with low spin and line dry it after the wash. 

Should I upsize or downsize if my dog is in between sizes?

We suggest you follow the size guide again to get the most accurate measurements, and reach out to orders@lambwolf.co for sizing help. 

Can I customize the size for the product?

No. Customization is not an option currently. 

Shipping

How long is the processing time?

The processing time is 2-5 business days. 

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 1-2 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. 

Please note that it may take 24-48 hours for the shipping carrier to update the tracking information. 

Where can I find the tracking information for my order?

You will be able to find the tracking information for your order in the shipping confirmation email. 

How long does the order take to be delivered?

The orders are usually delivered within 2-7 business days depending on the destination. However, please note that we do not have any control towards the shipment when the order is with the carrier. 

Why my order has not been shipped?

If your order contains a pre-order item, your order will be shipped once all items in your order are ready. 

Why am I not eligible for free shipping when my order is $100 or above?

If there is a bed or large item in your order, you will not be eligible for free shipping. 

Why is the estimated delivery time frame different from the actual delivery time?

The time frame provided is an estimation, and we suggest you reach out to orders@lambwolf.c for further information.  

Why does my order take longer than 3 days when I pay for UPS 3-Day shipping?

Please note that there is a 2-5 business day processing time before your order is shipped, and the shipping method you select for will be applied once your order is ready to ship. 

What carrier do you use to ship the orders?

We ship with UPS and USPS. 

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.

Why do I need to pay for the customs?

The customs are collected due to your local regulations, and we have no control over this.

Do you ship to Asia?

Yes. For orders to Asia, please visit our international shop here

Can I change my shipping address?

Only if your order has not been shipped, please email orders@lambwolf.co for further assistance. 

Can I pay extra for overnight shipping?

No. We do not offer overnight shipping. 

Can I change the email for my order?

Yes. Please reach out to orders@lambwolf.co for further assistance. 

Exchanges + Return

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 first 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 a request 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.

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.

What is the return policy?

We have a 14-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. 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 we’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.

Am I eligible to make a return/exchange?

You will be able to make a return/exchange within 14 calendar days after the delivery date.

What is your return/exchange window?

It is 14 calendar days. 

Do you offer a free exchange?

No. Customers will be responsible for both inbound and outbound shipping.

Can I return a final sale item?

No. Final sale items are non-returnable. 

Subscription Boxes

Warranty

Our life-time warranty policy applies to all items in the box (excluding grooming products or treats). Please see more answers under WARRANTY on this page for more details.

Return Policy

The same policy for our sale items applies to our subscription boxes – items from your box cannot be returned. Each box is carefully curated to include our best selling, newly released items and products made for the respective season. If you have any concerns prior to ordering our boxes, please get in touch via email :) 

We will always send an email out before shipping out the new boxes and if you know already that your pup is allergic to certain ingredients in the treats included, please feel free to email us at orders@lambwolf.co prior to the ship date listed in the email alert and we'll switch things in for you and your pup!

What items will be in the subscription box?

The items in the subscription box are different for each season. 

Orders

How long does a pre-order take?

The processing time for pre-order items is listed on each product page under the "pre-order" button.Your order will be processed when the pre-ordered item(s) is ready to ship. If your cart contains both pre-order + in-stock items, in-stock items will only be sent until your pre-order item is ready. 

Please place separate orders if you would like other in-stock items to be shipped out first.

Feel free to reach out to orders@lambwolf.co if you have any further questions. 

What is Route Protection?

The Route Protection is an insurance for your order, so if your order is lost or stolen during the transit, you will be eligible for a replacement for free if you reach out within 30 days after your order is shipped. 

Do I need Route Protection?

We highly recommend all of our customers to add the Protection to the order, so if the order is lost or stolen, Route's Customer Service will be able to assist further. 

What should I do if my order is lost or stolen?

If your order is lost or stolen, and you purchase the Protection for your order, please reach out to Route's Customer Service here

If you do not have a Protection for your order, please file a claim directly with the carrier if your package is lost or stolen. 

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 orders@lambwolf.co if you’d like to cancel your order. However, please note that we are unable to cancel your order once your order is fully processed. If you receive a shipping confirmation from us, we will not be able to cancel it and will only be able to proceed the order as a return instead.

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.

Why am I not able to check out my order?

If you are not able to check your order, it means one or more items in your cart are no longer available or we do not ship to your address. 

Please contact orders@lambwolf.co for further assistance. 

Can I make a purchase in person?

Unfortunately, we do not accept any in-person purchases currently. 

Do you offer a free return?

No. Customers will be responsible for the return shipping and an $8 restocking fee. 

What should I do if I receive an incomplete order?

Please contact orders@lambwolf.co and provide your order number for further assitance. 

What should I do if I receive an incorrect item/order?

Please contact orders@lambwolf.co for further assistance. 

Why is the code not working?

Please reach out to orders@lambwolf for further assistance.

Can you include a gift note?

Yes. Please put your note during your checkout process.

Can you gift wrap the order?

No. All orders come in a standard wrapping. 

Can I edit my order?

Only if your order is not processed. Please reach out to orders@lambwolf.co for further assistance. 

Can I pre-order?

You will be able to pre-order the item if it is opened for pre-orders. 

Why is there a restocking fee?

An $8 restocking fee is applied to all returns because it is used for covering the warehouse processing fee and the admin cost to process a reutrn. 

Warranty

Which products are covered?

All products in the WALK, PLAY and TRAVEL collection are covered under our lifetime warranty policy. 

Lifetime Warranty

We stand behind our products and are proud to offer a lifetime warranty for products that are easily prone to "puppy accidents".


Torn apart? Chewed up? We will offer a 25% discount code for you to order a replacement. Simple email us with the pictures of your product alongside your order number at orders@lambwolf.co.


Please note that shipping costs are not covered for replacements.


Lambwolf Collective retains the rights to all decisions related to replacement requests.

How can I apply my warranty discount for my replacement?

Please contact orders@lambwolf.co with your order number and an image of the broken product, and our team will assist you further. 

Others

Who should I contact for a press opportunity?

Please reach out to press@lambwolf.co 

Who should I contact for a partnership opportunity?

Please reach out to press@lambwolf.co

Who should I contact for an order inquiry?

Please reach out to orders@lambwolf.co

Who should I contact for a wholesale opportunity?

Feel free to check out our wholesale portal here, or sign up directly via our shop on Faire through the link here

Where can I get the restock information?

You can sign up via the product page or you can get the restock information by signing up for our newsletter or following us on Instagram.

Can I get a discount by signing up for the newsletter?

Yes. You will receive a code for a 10% discount if you sign up to our newsletter. 

How can I become a Brand Ambassador?

Please submit your application here, and our team will reach out if your application is approved. 

What are the perks for the brand ambassadors?

Please visit the page here or reach out to press@lambwolf.co for more details.