Shipping & Returns

How do you ship packages?

Packages will be shipped by ePacket or other channel depending on the weight, size of the product and country.

Do you ship worldwide?

Yes. We provide free shipping to over 180 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

How long does shipping take?

Shipping time varies by location & custom clearance on your country. It usually takes just 10 days, 15-25 days is the maximum timeframe.

These are our estimates for Free Shipping Method:

Location*Estimated Shipping Time
United States15-25 business days
Canada, Europe15-25 business days
Australia, New Zealand15-25 business days
Mexico, Central America, South America20-25 business days

*This doesn’t include our 4-7 business days order processing time.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 7 days after making payment, please reply to your “Payment Order” email for info.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2 – 5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Will my items be sent in one package?

We always try to ship in separate package to lower the risk of being taxed and seized by custom.

What about customs, tax duty, seizures?

The buyer is fully responsible for any tax that are charged by customs. In case of seizures, we may decide to re-ship the product(s), but this is decided on a case-by-case basis and is usually a one-time courtesy. We will however re-ship in the event your package is lost before reaching customs in your country.

Returns & Exchanges

In the event of return, the buyer is responsible for return shipping costs, item in original condition, the package must have tracking, and the buyer will not be compensated if the package is lost in transit or seized by any custom.

For these reasons, we recommend asking for insole measurements before ordering or referring to size chart to pick your size if you are unsure of fit, to avoid having to return the item.

As of 1 July 2017, we do not accept exchanges anymore due to expensive international return cost ($80-$110), resend shipping cost ($30-$40) and possible risk of item being seized by local custom.

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

If you did not receive the product within the guaranteed time (45 days not including 3-7 day processing) you can request a refund or a reshipment.

If you received the wrong item you can request a refund or a reshipment.

You are allow for refunds if

  • The item you ordered did not arrive within the guaranteed time.
  • The item you received was not as described on the product page.
  • The item you received has serious manufacture defect. (minor loose seam, tiny shape difference, minor colour difference are not valid for claim)

You are not allow for refunds if

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, you did not collect the parcel within the requested time)
  • Your order did not arrive due to exceptional circumstances outside the control of Wolfstreetwear (i.e. not cleared by customs, delayed by a natural disaster).
  • The item is as describe on product photo, but with minor loose seam or other unreasonable claim.
  • The colour of the product is darker or lighter compare to the photo one.
  • Other exceptional circumstances outside the control of Wolfstreetwear.

*You can submit refund requests within 14 days after the guaranteed period for delivery (45 days) has expired. You can do it by replying to your Payment Order email.

If you are approved for a refund, then your refund will be processed, and the payment will be returned via western union, within 14 days.