Shipping & currency
Choose your shipping country or region. Your currency follows the country you pick.
Shipping and delivery
Orders over US$30 ship free. Below that, the shipping cost is shown at checkout before you pay. Every order leaves our warehouse the next business day with a tracking number emailed to you, and most arrive five to eight business days after dispatch.
The honest part first: parcels leave from our warehouse in Shenzhen, China, so every one crosses a border to reach you. That is why each one is tracked, why customs can add a day or two, and why this page says exactly what happens when a parcel is late, lost or sent back, instead of leaving you to guess.
Every parcel tracked. And a person reads the inbox when the tracking stops.
Track an orderRead the policy itselfCost, dispatch, delivery, tracking. The answer is on the card; the policy below has the fine print.
Orders over US$30 ship free, to every destination we deliver to. Below that, the cost is worked out at checkout from the destination and the order, and shown before you pay; the cart tells you how far you are from free. Prices display in your currency, so the threshold converts at the same rate.
Every order is packed and dispatched the next business day from our warehouse in Shenzhen, China. Business days are Monday to Friday there, outside public holidays; the two long closures are Lunar New Year and the first week of October, and we say so on this page and at checkout before they start.
Most parcels land five to eight business days after dispatch. Customs checks, rural addresses and the weeks before Christmas add time, and the tracking link is the truth on any given day. Ten business days with no movement is our line: at that point we treat the parcel as lost and replace it or refund you.
The tracking number is in the shipping confirmation email and on the order in your account. Tracking can go quiet for a day or two at the handover between the international carrier and your local one, and while a parcel is in customs. That is a handover, not a lost parcel.
The order confirmation lands within minutes. Check the address on it straight away: before dispatch we can fix anything, and after dispatch nobody can redirect an international parcel.
Next business day. The shipping confirmation with the tracking number follows when the order is fulfilled. The Smart GPS & Health Tracker travels on a battery-rated service and may get a tracking number of its own.
The international leg, customs, then your local carrier. Expect a quiet day or two at each handover. Five to eight business days end to end is typical; rural addresses take longer.
If the tracking says delivered and there is no parcel, check the safe place, the mailbox, neighbours and the local depot first, because carriers scan early. Still nothing after a business day: email us with the order number.
Delays, honestly
Seven things that add days, how likely each one is, and what we do about it.
| What | How often, and how long | What we do | What you can do |
|---|---|---|---|
| Customs inspection | Occasional; usually a few days | Watch for parcels that stall, and chase the carrier when customs holds one for more than a week | Nothing, unless the carrier asks you for information or a payment (section 7 of the policy) |
| Rural and remote addresses | Common outside the cities; extra days at the local carrier's pace | Use the tracked service the address allows | Add a safe-place instruction at checkout where the carrier offers one, and check the depot if the tracking says delivered |
| Peak season, late November to Christmas | Every year; a few days at each handover | Say so on this page and in the cart when it starts | Order by early December for Christmas delivery |
| Warehouse closures: Lunar New Year, and the first week of October | Dispatch pauses for the closure; orders queue and ship in order when the warehouse reopens | Post the dates on this page and at checkout before they begin | Order before the closure, or expect the queue |
| A wrong or incomplete address | The most common reason a parcel comes back | Fix it before dispatch if you email the same day; after dispatch the carrier will not redirect | Check the address on the confirmation email the moment it arrives |
| The Smart GPS & Health Tracker | Contains a lithium battery, so it travels on a battery-rated service | Send it on its own tracking number if the rest of the order would otherwise wait | Nothing; the second tracking number is emailed too |
| Weather, strikes and carrier disruption | Rare, and out of anyone's hands | Pass on what the carrier tells us, and apply the lost-parcel rule when it is reached | Write to us if the tracking has not moved for ten business days (section 9 of the policy) |
Import charges
The checkout total is what you pay us. Some countries add a charge when a parcel arrives from overseas; here is where that happens and where it does not.
Nothing further is charged on arrival for orders under AU$1,000 or NZ$1,000: whatever tax applies to the price is already in the checkout total. Cities arrive first; rural addresses and the islands take longer, at the local carrier's pace.
The United States ended its US$800 duty-free allowance for parcels in 2025, so an order can attract duty on arrival. We do not collect it at checkout; where the carrier charges it, you pay the carrier before delivery. Canada charges GST or HST, and sometimes duty, on most parcels from overseas, collected the same way.
VAT and, on larger orders, customs duty apply to parcels arriving in the UK and the EU. Where they are not in your checkout total, the carrier collects them before delivery, usually with a handling fee of its own. Those charges are set by your country and the carrier, and we cannot refund them.
Settings, Policies, Shipping policy
This is the text that lives at woopf.com/policies/shipping-policy and is linked from the checkout. It is the same as the page above, in the order a policy needs.
Last updated 22 September 2026.
WOOPF™ ships worldwide from our warehouse in Shenzhen, China. Shipping is free on orders over US$30; below that, the cost is calculated at checkout and shown before you pay. Orders are dispatched on the next business day, and most arrive five to eight business days after dispatch. Every parcel is tracked and the tracking number is emailed to you. Import duties and taxes, where your country charges them, are paid by you (section 7). Delivery times are estimates rather than guarantees; if a parcel is lost or badly delayed, section 9 applies.
Orders are dispatched from our warehouse in Shenzhen, China. We ship to the countries and regions listed in the country selector on woopf.com, and prices are shown in the currency of the country you select. If a destination is not listed, we do not currently ship there.
Shipping is free on orders with a subtotal over US$30 after any discounts, to every destination we ship to. Below that, the shipping cost is calculated at checkout from the destination and the order, and is shown before you pay. Where your currency is not US dollars, the free-shipping threshold is converted at the same rate as the prices you see.
Orders are packed and dispatched on the next business day after they are placed. Business days are Monday to Friday, excluding public holidays at our warehouse; the longest closures are Lunar New Year (late January or February) and the first week of October, and we post the dates on this page and at checkout before they begin. Orders placed during a closure are dispatched in the order they were received once the warehouse reopens. The shipping confirmation with your tracking number is sent when the order is fulfilled, and tracking usually shows its first movement within one to two business days of that.
Most orders arrive five to eight business days after dispatch. That estimate covers the international leg, customs clearance and delivery by the local carrier. Rural and remote addresses, customs inspections, the weeks before Christmas and severe weather can add time. Delivery estimates are our best estimate from the carrier's performance and are not a guarantee; a parcel that is late but moving is not lost, and a parcel that has stopped moving is handled under section 9.
Every order is sent by a tracked service. The tracking number is in the shipping confirmation email and on the order in your account at woopf.com/account. Tracking can pause for a day or two at the handover between the international carrier and the local one, and while a parcel is in customs; that is normal. If it has not moved for ten business days, section 9 applies.
The checkout total is what you pay WOOPF™. Some countries charge import duty, tax or a carrier handling fee on parcels arriving from overseas. We do not currently collect those charges at checkout, and where they apply the carrier collects them from you before delivery. They are set by your country and the carrier, not by us, and we cannot refund them. If a parcel is refused because of an import charge, it is returned to us and handled under section 8. Australia and New Zealand: nothing further is charged on arrival for orders under AU$1,000 or NZ$1,000. United States: the duty-free allowance for parcels ended in 2025, so duty may be charged on arrival. United Kingdom and European Union: VAT and, on larger orders, customs duty may be collected by the carrier before delivery.
Email us the same day if you need to change the delivery address or cancel an order; we can do either up to the point of dispatch, and a cancellation before dispatch is refunded in full, including shipping. After dispatch, the address cannot be changed and an order cannot be cancelled in transit. If a parcel is returned to us because the address you gave was incomplete or wrong, because it was not collected from the carrier, or because an import charge was refused, we refund the items once the parcel is back with us, less the shipping cost and any return charge the carrier bills us; or we re-send it once the new shipping cost has been paid. A parcel that comes back because we or the carrier made a mistake is re-sent at our cost or refunded in full, whichever you prefer.
If the tracking shows no movement for ten business days, or the parcel has not arrived within thirty days of dispatch, email us with your order number. We will open an investigation with the carrier and, without waiting for it to finish, send a replacement or refund you in full, whichever you choose.
If the tracking shows the parcel as delivered but you do not have it, check the safe place, the mailbox, neighbours and the local depot, then tell us as soon as you can. Telling us in the first few days helps, because carriers hold proof-of-delivery records for a limited time, but it is not a cut-off on what you are owed. We ask the carrier for proof of delivery and, where the parcel cannot be shown to have reached your address, we replace or refund.
Damage in transit is covered by our refund policy. Photograph the box and the item and tell us as soon as you notice. Reporting in the first week after delivery helps us claim against the carrier; it is not a deadline on your rights.
Returns and refunds are covered at woopf.com/pages/returns and in our refund policy. For anything about an order, email hello@woopf.com or use the contact form at woopf.com/pages/contact, quoting your order number; we reply within one business day, Monday to Friday. This policy is issued by Australian Premium Animal Products Ltd, Office B3, 12/F, Causeway Bay Commercial Building, Causeway Bay, Hong Kong, and is subject to our Terms of Service.
Dr Duncan, Bridie and KikoFrom Dr Duncan
People ask why a brand started by an Australian vet ships from China. Because that is where the stock is, in one warehouse, and one warehouse means the size you ordered is actually on the shelf and the price stays where it is. What that costs you is distance, so the rest of the promise has to carry it: the parcel leaves the next business day, the tracking number is in your inbox, and if the tracking stops moving you email one address and a person sorts it out rather than sending you a form. The part nobody enjoys writing is customs, which is why it is section 7 of the policy in plain words instead of a line buried in the terms. And if the delivery estimate ever stops being true, we change the estimate, not the story.
Dr Duncan Houston, emergency veterinarian and founder of WOOPF™
Meet Dr DuncanQUESTIONS, ANSWERED
The short answers; the policy above is what applies.
Our warehouse in Shenzhen, China, where all the stock is held. Every parcel travels on a tracked international service and is handed to your local carrier for delivery, which is also why the estimate is five to eight business days rather than two.
Most orders arrive five to eight business days after dispatch, and dispatch is the next business day after you order. Rural addresses, customs checks and the weeks before Christmas add time. The tracking link is the truth on any given day; if it has not moved for ten business days, email us and we treat the parcel as lost.
Yes, to every destination we ship to, on the order subtotal after discounts. Below US$30 the cost is worked out at checkout from the destination and the order, and shown before you pay. Prices display in your currency, so the threshold converts at the same rate.
It depends where you are. Australia and New Zealand charge nothing on arrival for orders under AU$1,000 or NZ$1,000. The United States ended its duty-free allowance for parcels in 2025, so duty can be charged on arrival; the UK and the EU charge VAT and sometimes duty. We do not collect those charges at checkout, so where they apply the carrier collects them before delivery. Section 7 of the policy has the detail.
Usually not. Tracking goes quiet at the handover between the international carrier and your local one, and while a parcel is in customs; two or three days of silence is normal. Ten business days with no movement is not, and at that point we open an investigation and send a replacement or refund you without waiting for the carrier to finish.
Up to dispatch, yes: email the same day with the order number and we change the address, or cancel and refund in full. After dispatch the carrier will not redirect an international parcel, and a parcel that comes back because the address was wrong is refunded less the shipping once it reaches us, or re-sent once the new shipping is paid.
It can. The Smart GPS & Health Tracker contains a lithium battery, so it travels on a battery-rated service. In an order with other items it may leave on its own tracking number and arrive on a different day; both numbers are emailed to you.
ASK A VET
Set the dog up in the ASK A VET app before the box lands: weight, vaccinations, medications and the reminders that go with them. A Smart ID Tag is live the moment it is on the collar if the profile already exists, and if the box is a new bed for a dog who will not settle, a certified vet can tell you whether that is the bed or the hips.
Set up the profile in ASK A VET
