FAQ | Frequently Asked Questions | Setupwolf

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Frequently Asked Questions

Shipping & Delivery

How long will it take for my order to arrive?

Please take note when selecting "Free Shipping" as your shipping method, that it can take 5-15 business days (excluding weekends and holidays) for your order to arrive. This can be on top of our 1-2 business days for processing your order.

Once your order has been placed, we typically aim to process your order the same day. To determine shipping days, begin with the first business day after your order is shipped. Delivery days are Monday through Friday, and orders may not be delivered on Saturday, Sunday or Holidays.

Note: FedEx, DHL, and USPS are experiencing some transit delays. Tracking details may be slower than normal to update. Your order should still be safe in transit. Please allow for additional time for all deliveries. 

Do you ship internationally?

Not yet, but very soon! Currently, we only ship to the United States but will soon upgrade to international shipping!

My order never arrived, what do I do?

Oh no! We’re sorry to hear that. Our shipping carriers work independently from Setupwolf, but here are a few solutions we can offer:

- If your package has been marked delivered and it's only been a day or two, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for it in the next few hours.

- If the tracking hasn’t been updated in an unusually long time or if it was never updated since the label was created, chances are it was lost in transit. Please send an email to support@setupwolf.com so we can help you look into this.

Note: If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.

What are your shipping options?

We ship with DHL and UPS, which often complete delivery via USPS.

Will I have to pay international taxes & duties?

Setupwolf cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

What delivery options do you offer?

Currently, we have one shipping option which is "Free Shipping". Please take note when selecting "Free Shipping" as your shipping method, that it can take 5-15 business days (excluding weekends and holidays) for your order to arrive. This can be on top of our 1-2 business days for processing your order. Once your order has been placed, we typically aim to process your order the same day.

Note: While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, customs delays, local postal delays and tech updates) that result in a longer delivery.

Can I get my order delivered to a PO Box address?

Yes, you can have your order delivered to a PO Box address.

Returns & Exchanges

What is your return/exchange policy?

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.To be eligible for a return, your item must be in the same condition that you received it (unworn or unused, with tags, and in its original packaging). If used items are returned, a partial refund may be given in the form of store credit. You’ll also need the receipt or proof of purchase.To start a return, you can contact us at support@setupwolf.com.

How do I make a return/exchange?

To start a return, you can contact us at support@setupwolf.com.

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Is there a fee for returning?

All refunds and exchanges are free.

When will I receive my refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please get in touch with us at support@setupwolf.com.

My item was damaged out of the 60-day return/exchange window, what should I do?

Send us a picture anyway! Unfortunately, normal wear and tear would not warrant a replacement or refund, but if it is deemed a manufacturing defect or unreasonable damage, we can look into it!

Orders

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us via email at support@setupwolf.com or via our Contact us page immediately. Once our warehouse has processed your order, we will be unable to make any changes. An item may only be canceled if it is on pre-order. If you would like to cancel a pre-ordered item, shoot an email to support@setupwolf.com with your order number and we'll handle that for you.

Why was I charged tax? Will my parcel be charged additional custom and import charges?

Custom and import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as customs and import policies vary from country to country. We would advise that you find out what these charges may be before you place your order.

How do I track my order?

Once your order ships, you’ll receive a separate email providing you with a tracking number to track your order.* Sometimes this email gets sorted into spam or promotions folders, so be sure to take a look in there if it feels like you’ve been waiting a little too long.

You can always look up your order status here.

*Please note that sometimes tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are it's on its way!

What is the Satisfaction Guarantee?

At Setupwolf we pride ourselves on making responsible, durable goods. We guarantee your ordered product/s to have the utmost quality in craftsmanship and workmanship for the life of the product. Our guarantee covers all production defects discovered through everyday use. If any Setupwolf product fails in its intended use (during its determined lifetime*) we will repair it for you in accordance with our policies.

Can I edit or cancel my order once it’s been placed?

If you need to change or cancel your order, please contact us via email at support@setupwolf.com or via our Contact us page immediately. Once our warehouse has processed your order, we will be unable to make any changes. An item may only be canceled if it is on pre-order. If you would like to cancel a pre-ordered item, shoot an email to support@setupwolf.com with your order number and we'll handle that for you.

How do I track my package?

You’ll receive a shipping confirmation with your tracking number as soon as your order ships out. Give that tracking number 24 hours to update once you receive it, and then you can follow your order here on its journey to you.

Help! My package is missing!

If your package has been marked as delivered but you don’t see it on your doorstep, e-mail us at support@setupwolf.com and we’ll help track it down!

My order status says "Unfulfilled". What does that mean?

"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a shipping confirmation email with a tracking number and your order status will change to "Fulfilled."

Why was my order canceled?

If your order was unexpectedly canceled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at https://paypal.com.

Payments, Gift Cards, Discounts

Why isn't my payment going through?

Please double check to ensure you're using the proper billing zip code associated with the credit card. Additionally, in order to pay with a credit card, your order must be above $0.50.

Will I be charged right away when I place an order?

Yes, your card will be charged right away. We don't store payment information for security purposes.

What payment methods do you accept?

We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard, Maestro, Cirrus, as well as payments made by PayPal.

Experiencing problems paying?

Oh no! Please try an alternative payment method or contact our Customer Service team via email at support@setupwolf.com and one of our representatives will help you as soon as they can!

What currencies can I use?

Currently, you can only use "United States Dollar".

How do I purchase a gift card?

To purchase a gift card you simply add it to your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours.

To buy one of our gift cards please click here.

Why haven't I received my gift card?

Your gift card should appear in your emails within 24 hours of purchasing. If you have still not received it after this time frame, please contact our Customer Service team with your order number and we will resend your gift card details to you. 

Can I return a gift card?

Unfortunately, our gift cards are non-refundable. 

How long do I have to use my gift card?

Your gift card is valid for 5 years from the date of purchase. 

My discount code didn't work?

Please contact our Customer Service team with your discount code and we will be able to advise you further.

Can I use more than one promotional code on my order?

Yes, you can use multiple discount codes at once.

Other Information

My package arrived damaged, what should I do?

We’re sorry to hear that! Please send a photo to our Customer Experience Team at support@setupwolf.com and include your order number so we can take a closer look and help with a solution!

How can I get a discount code?

If you're a first-time shopper and haven't signed up for our email or text lists yet, you just might get a little something special once you do!

Rewards

How do I see how many points I have?

To see how many loyalty points you simply sign into your account and click on the "Rewards" tab in the header to see your points total, current benefits and much more.

When do my points expire?

You have one year to use your points from the date they enter your account.