(202) 747-3434Woof Delivers

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Customer Service & Store Policies

Customer Service

Local Store-to-Door Delivery

We deliver to a large area which includes all of the District of Columbia and parts of Prince George's and Montgomery Counties, MD. The current rates for delivery are $3 - $8 and the delivery fee will be automatically calculated based on your delivery zip code. We offer special deliveries to Potomac MD on Friday for a delivery fee of $20.

We currently deliver on Tuesdays, Thursdays, Fridays and Saturdays, and also offer free delivery to several Woof Pantries around town.

We also deliver raw frozen diets, raw meaty bones and other frozen products. If you are receiving a frozen food delivery, you will be asked to place a deposit on the insulated frozen coolers we use for delivery unless other arrangements are made with our shipping manager. We will swap out the coolers with each delivery so please leave the cooler out for our drivers to exchange.

Cooler deposits are fully refundable with the return of the coolers in good condition. Deposits range from $10 - $25.

Frozen Raw Shipping Policy

Shipping Surcharge: All frozen raw orders have a  $8.50 shipping & handling fee to cover the cost of special packaging and cold packs. We currently ship all frozen raw via USPS Priority Mail or UPS 2nd Day unless otherwise requested.

MIdweek Shipping: All frozen raw orders ship on Wednesday/Thurday. Due to stocking requirements, orders placed by midnight Sunday will ship on the following Wednesday. Orders placed on Monday or later will ship the following Wednesday/Thursday if they are in stock.

Holiday Shipping: Due to common delays and potential spoilage, we are unable to ship frozen raw orders on the holiday weeks of July 4th, Thanksgiving, Christmas and New Year’s. This does not apply to local delivery orders.

Delivery Instructions: Please ship to an address where someone will be available to accept the order. If this is not possible, please leave a note for the delivery person on the scheduled day of delivery with instructions on where to leave it (that is not in the hot sun). We cannot offer refunds or reships on thawed food that is not signed for by a person at the time of delivery.

Returns:  Because of the unique shipping and handling needs of frozen raw products, we are unable to except returns on these products without prior authorization. If you have any questions or concerns, please contact our Woof Team or call our shipping manager at (202) 747-3434.

If you have any questions, please do not hesitate to contact us.

Store Returns

Food & treats are returnable for any reason for a 100% refund or exchange.

We will give a full refund for merchandise returned with a receipt, in salable condition and in its original packaging within 30 days of purchase.

If merchandise is returned without a receipt,  in salable condition and in its original packaging a store credit will be issued.

Merchandise without a receipt in non-salable condition or without its original packaging will gladly be accepted as a donation to a local shelter.

Defective merchandise will be given a full refund or exchange if accompanied by a receipt, otherwise a store credit will be issued.

Returns in-store do not including shipping or delivery charges.

For individual manufacturers return policies, please go to Store Policies.

Return Shipping & Delivery Procedure: 

You must request a return by  calling us at (202) 747-3434. Please make sure to indicate your order number if possible, and the item(s) you wish to return.

Please send the returned items to:

The Big Bad Woof

Shipping & Delivery Dept.

6960 Maple St NW

Washington DC 20012

The customer is responsible for all return shipping charges.

Refused Delivery: If your order is refused upon delivery and returned to us, we will charge a restocking fee of $10 plus any return shipping charges. If your order is returned to us because of a mistake in the address that was entered by you, we will have to charge you for the return shipping charges (no mail receptacle, no apartment number, moved, etc.) 

Cancelled Orders: Please be aware that we process orders the same day they are placed, so you may not be able to cancel your order after it is placed. If you request to cancel your order and it is boxed and it has not been picked up by the delivery service, you will be refunded the amount of the order.

Takoma DC In-store pickup: If you choose Takoma In-Store Pickup as your shipping option, you will receive an email when your order is ready. If your order is not picked up within two weeks, it will be restocked and you will be subject to a $10 restocking fee.

Ordering:

How do I track my order?

To check the status of your order, please  click on the My Account link in the Help menu at the top of our web site, sign in with your email and password, and click on the My Orders link on the left-hand side of the page.

How do I change quantities or cancel an item in my order?

Once an order is placed it enters the shipping queue immediately and cannot be changed online.  If your order was placed within 24 hours, you may call us at (202) 747-3434 to find out if there is still time to modify it.

An item is missing from my shipment.

Please track your order using the instructions above. If the order status says "Processing", then the item was backordered because it was out of stock and will be delivered separately (at no additional cost to you - see the following paragraph).  If the order status says "Shipped", then please contact customer service or call us at (202) 747-3434 to let us know about the missing item and we will send it out immediately or issue you a credit, whichever you prefer.

When will my backorder arrive?

Backordered items will ship to you as soon as they are back in stock.  You should receive an email notifying you of the backordered items.  Most backordered items are shipped within a few days, although occasionally if the manufacturer is out of stock it will take longer. 

Please note you will not be charged for backordered items until they are shipped. There will be no extra shipping or delivery charges added to the original order amount as a result of the backorder.