Delivery Service

Cute Miniature schnauzer looking from dog carrier with open door

Woof Crates: Dog crate delivery services

Get the best products that your pets deserve when you purchase high-quality items here at Woof Crates! Our shop specializes in custom pet items and monthly package delivery that contains food, chews and toys. All you have to do is subscribe to our website and we’ll provide you with the best services that will make you and your pet happy!


We’ve gathered some of the most asked questions we receive from our customers to help you answer yours without sending us a message. Here are the frequently asked questions you’ll find on our site:

General questions

Will the product I ordered look exactly like the one on the website?

When you place an order with Woof Crates, you can expect it to be delivered with the exact contents to what is detailed in the product description on our website.  

How quickly should the gourmet foods in my package be eaten?

Gourmet food is best served before the best-before date or slightly thereafter. Most of our items will last much longer than the best-before date but the quality might decrease.

What happens if a product or item is out of stock?

Substitutions might be necessary to fill an order promptly if there’s no stock on certain items. Some of the products on our website may be back-ordered, discontinued or out-of-stock due to a variety of reasons, most of which are beyond our control.

If you placed an order on an out-of-stock item, we will contact you immediately so you can choose another available item. 

How can I pay for my order?

When placing an order online, you have the option to pay via PayPal with or without signing into an active PayPal account. We also accept all major credit cards as payment. This includes Visa, MasterCard and American Express.

How come I only got a crate in my first month?

For your first order of our Woof Crates subscription, we will deliver our signature crate where you can store your dog’s food and toys, or repurposed for other things around your home. After that, each following month, you will be given a gift box filled with brand new toys, treats and chews. 

Placing an order

Where’s my tracking number?

When we deliver your monthly subscription box, we will send a notification and tracking number to the email address you provided. If you didn’t receive any, you can always log in to your account in Woof Crates and see your recent tracking number. 

I’m moving to another house. How do I change my address?

If you will be moving to another location, it’s important to change your address as soon as possible before we deliver your next package so we can make sure that it gets to you. You can change your address by sending us a message on our site and have our staff help you sort it out. 

Can you ship to multiple locations?

Woof Crates can deliver to multiple locations. Ever since we have established our shop, a lot of people have come up to us to customize different items for their pets. We can ship directly to your list of recipients at multiple locations and arrange to have all of your gifts arrive on the same day. Shipping charges would be calculated separately for each order to different addresses.

Delivery and shipping

Do you deliver on the weekends?

Deliveries on Saturdays and Sundays are available for addresses included in our local delivery zone only as long as the order is placed before 11:00 AM EST on the preferred date of delivery. However, we can’t assure delivery time for those that are outside the local delivery zone because it still depends on the situations that might occur during the deliveries. 

Do you deliver before or after working hours?

Some deliveries can be delivered before and after working hours depending on the location where the package will be delivered. An additional charge will be applied to any order where a special delivery service is to be performed, on a business day after 5:00 PM and before 8:00 AM.

How fast will my Woof Crates be shipped?

Due to the logistics of potentially shipping perishable items like food amongst others, we have set up a shipping schedule for local deliveries based on your location. However, if you’re located outside of our ‘local shipping zones’, you’ll have to wait a few business days for your order to arrive. This is due to the delivery schedule established for your location.

Do you offer free shipping?

We offer free shipping on qualifying orders. To qualify for free delivery, you have to be a resident of Canada. A minimum purchase of CAD 100 is required per delivery location.

Where do you deliver to?

We deliver orders to all cities across Canada, the United States and most international destinations except for remote locations that are hard to find. Delivery dates will depend on both the destination and shipping methods you’ve chosen, all of which are shown to you when you place your order.

What if no one is at home for the delivery?

If no one is at home when our driver delivers your items, they will call the recipient to see where they can safely leave the package. However, if the driver cannot reach the recipient, they will leave a message and the package will be sent back to us. 


Can I completely customize my order?

Woof Crates’ best aspect is you can customize almost any product you want to buy in our shop compared to other pet shops that only offer a limited selection of pet items. When you choose the item on our site that you want to be customized, there will be a specific text box where you can describe what you want to do. 

Our customized products are created from scratch and begin at US$0. The price will increase as you add more items. Due to the wide range of items that we offer, we can’t list them all underneath. Fortunately, there’s an option on our menu where you’ll find the items available in our shop. 

Can you add our branding to the products?

The products you want to purchase can be customized with specific colours for special events or corporate orders. To have these items included, the branded items must be delivered to our facilities within two or three business days. This is to provide our staff some time to come up with designs that you would like for the items. 

Can we choose the colour of the crate and other items? 

You can choose the colour you want for your pet’s item. It can be any of your favourite colours or depending on your dog’s gender. 

Can I choose the font for my dog’s name?

Woof Crates has a selection of fonts that you can choose from. From the classic Arial font to modern calligraphy fonts, you can choose the one you like best. If you don’t like anything from our choices, you can send your preferred font.

Returns and refunds


Due to the perishable nature of most of the items in our club membership, we can’t accept returns under any circumstances or process refunds. All claims for damaged, spoiled or missing shipments must be made within 5 business days. You have to show the package of the items as proof that the products are spoiled. 

Can I get a refund?

We abide by a strict no refund policy, which means that our shop is rarely able to grant refunds under most circumstances. The reasons that are not eligible for refunds are the following:

  • Change of mind regarding the design
  • Wanting to replace the colour or font
  • Wrong measurement of the crate.

How do I cancel my order?

Woof Crates also abide by a strict no cancellation policy. Once an order has been placed and payment has been received, the information for that order will be processed immediately. An order number will be generated and then forwarded to our production department.

However, if you haven’t paid yet, you still have the option to cancel your order. Please remember to cancel your order within 2 business days.

Order information  

Can I add a personal message and greeting card to my order? Is it free?

You can add a personal message and greeting card to your order if you will be giving it as a gift to someone without any additional fee. While placing your order on our site, simply select the type of card you’d like to include from the ‘What Type of Greeting Card?’ option. 

Can I place my order by telephone, chat or email?

You can always place an order by telephone, email or by chat. All of these means of communication are secure. 

Do you send an order confirmation?

We always send an order confirmation via email so our clients will know if we have received their request. You’ll receive a message within minutes of your order being placed.