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Terms of service
You pay the price shown, we send what you ordered, tracked, and if it arrives wrong, damaged or faulty we fix it. The terms below are the version of that a lawyer needs. Nothing in them takes away the rights the law where you live gives you, and where a clause and your rights disagree, your rights win.
Below: the six things that matter when you order, how to use the gear the way it was designed (the part a vet would tell you anyway), your rights, the terms themselves, and the questions people ask before they click Pay. Delivery, returns and privacy each have their own page and policy; these terms point to them rather than repeating them.
Terms written by the person who honours them. Shorter than the template, and true.
Ask a questionRead the terms themselvesWho you are dealing with, when the deal is done, what you pay, how it gets to you, what happens if it is wrong, and what your account and reviews mean.
WOOPF™ is a brand of Australian Premium Animal Products Ltd, a Hong Kong company that also runs PURRZ™ and ASK A VET™. You are buying from us, not from a marketplace or a third party, and the same company answers for the order from the checkout to the doorstep. Our address and email are in the terms and at the bottom of every page.
Placing an order is an offer to buy. The order confirmation says we received it; the contract is made when we email you that it has been dispatched. Until then either of us can cancel: you by emailing us, and we only if the item is out of stock, the payment fails, the address is one we cannot deliver to, or the price was an obvious mistake, in which case you get a full refund or the choice to reorder at the right price.
Prices are set in US dollars and shown in the currency of the country you choose, converted at the rate on the day; the amount at checkout is what you pay us, with shipping shown before you pay. A discount code applies as its offer says and cannot be added after the order is placed. Import charges, where your country has them, are covered in the shipping policy.
The shipping policy is the contract for delivery: free over US$30, dispatched the next business day from our warehouse in Shenzhen, tracked, most orders in five to eight business days. The parcel is our responsibility until it is delivered to the address you gave; if it is lost on the way, we replace it or refund you.
The refund policy is the contract for what goes wrong: damaged, wrong, missing or faulty items are replaced or refunded with return shipping on us, and change of mind is by arrangement. Your legal rights, including the Australian consumer guarantees and the UK and EU cancellation rights, sit on top of it.
Your account is yours; you log in with an emailed code and keep your details accurate. Reviews and photos you post stay yours; you let us show them, and we never remove a review for being negative. The ambassador programme and trade accounts have their own terms, linked from the terms below.
Section 9, across the table
This is the part of the terms a vet would tell you across the table. Follow it and the products do their job; ignore it and the refund policy's wear-and-misuse lines start to apply.
| Product | Do | Do not | Why it is in the terms |
|---|---|---|---|
| Chewster chews and enrichment toys | Pick the size for the dog's weight and jaw, supervise the first sessions, check the toy each time, and take it away once pieces come off or it is small enough to swallow | Leave any chew with a dog you are not watching, treat any chew as indestructible (none is), or give a soft-rated chew to a dog that destroys hard ones | A swallowed piece is a surgical emergency. Chew damage that builds up over weeks is wear, not a fault |
| Explorer and Sealskin harnesses, collars and leads | Fit to the size table, two fingers flat under every strap, check buckles, clips and stitching before each walk, and re-check fit as puppies grow and coats change | Clip a lead to an ID ring or a worn clip, use a bungee lead as a tie-out, or rely on any harness to hold a dog that has learned to back out of one | A slipped harness beside a road is the emergency we see most. Nothing clipped to a dog stops it pulling; fit and training do |
| SNÜZ, SNÖR and NÄP beds, mats and covers | Choose the size with the bed size tool, wash covers as the label says, and watch a dog that chews fabric | Expect a bed to treat a joint problem, or leave foam within reach of a dog that eats fabric | Memory foam spreads weight and makes rest more comfortable; a dog that will not settle needs a vet, not a bigger bed. Swallowed foam blocks guts |
| Smart ID Tag | Set the profile up before the tag goes on the collar, keep the phone number current, and keep the microchip registration current too | Treat the tag as a replacement for the microchip, or put anything on the public profile you would not tell a stranger who found the dog | The tag is a layer on top of the chip. Tags come off; chips do not |
| Smart GPS & Health Tracker | Charge it, keep the ASK A VET Tracker Plan active, understand that location depends on mobile coverage and satellite signal, and keep using a lead and a fence | Rely on it as the only thing between the dog and a road, or read activity data as a diagnosis | A tracker tells you where the dog went, not where it is going. The plan is sold by ASK A VET under its own terms, and the hardware does nothing without it |
| Poop bags and Poop & Go | Bin used bags where your council says; compostable bags need the facility the council provides | Flush a bag, or put a compostable bag in home compost that food will be grown in | “Compostable” describes the bag, not the bin |
The law where you live
These terms are what we promise. The law where you live may promise you more, and it wins.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, stated in full in our refund policy. Nothing in these terms limits them, and a term in a standard consumer contract that is unfair does not bind you.
You can cancel a distance purchase within fourteen days of delivery, reject faulty goods for a full refund within thirty days, and the goods are at our risk until you have them. Unfair terms do not bind you, and these terms are not written to be enforced against you where your law says otherwise.
Your local consumer law applies alongside these terms. Where a clause here and that law disagree, the law applies, and we will not quote the clause at you.
Settings, Policies, Terms of service
This is the text that lives at woopf.com/policies/terms-of-service and is linked from the checkout. It is the same as the page above, in the order a contract needs.
Effective 22 September 2026. The version in force when you place an order is the one that applies to it.
woopf.com is operated by Australian Premium Animal Products Ltd, Office B3, 12/F, Causeway Bay Commercial Building, Causeway Bay, Hong Kong ("WOOPF™", "we", "us"). These terms apply to your use of woopf.com and to every purchase you make on it. Our shipping policy, refund policy and privacy policy form part of these terms and govern their own subjects; the Ambassador Program Policy and our trade terms apply to those programmes in addition to these terms. If these terms and one of those policies disagree on a subject the policy covers, the policy applies. You must be at least eighteen to place an order. Questions: hello@woopf.com.
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the consumer protection law of the country you live in that cannot lawfully be excluded, including the consumer guarantees under the Australian Consumer Law and the rights of consumers in the United Kingdom and the European Union in respect of distance sales and faulty goods. Where any term conflicts with such a right, the right applies and the term is read down to the extent needed. Any term that would be unfair under the consumer law that applies to you does not bind you.
Placing an order is an offer to buy the products in it at the price shown. The order confirmation email acknowledges the order; it is not acceptance. A contract for the products in an order is formed when we send the shipping confirmation for them, and only the products listed in that confirmation are covered by it. Before dispatch, you may cancel for a full refund, including shipping, by emailing us; we may decline or cancel an order only where a product is unavailable, payment has not been authorised or a fraud check has failed, the delivery address is one we cannot deliver to, or the price or description contained an obvious error, and in each case we tell you and refund anything paid in full or, for a pricing error, offer you the choice of the correct price. We dispatch on the next business day, so a cancellation should reach us the same day.
Our prices are set in United States dollars and displayed in the currency of the country you select, converted at the rate applied on the day. The price shown when you place the order is the price you pay for the products, and the shipping cost is shown before you confirm payment. Prices may change from day to day; a change does not affect an order already placed. Where sales tax or VAT is included in a price or added at checkout, the checkout shows it. Import duties, taxes and carrier charges levied when a parcel arrives in your country are dealt with in the shipping policy. If a product is listed at a price that is obviously wrong, section 3 applies.
A discount code applies on the terms of the offer it came with, including any expiry, minimum order and product exclusions. One code can be used per order unless the offer says otherwise, and a code cannot be applied to an order after it has been placed. Bundle prices apply to the bundle as sold; where one item from a bundle is returned for change of mind, the refund is the bundle price apportioned across its items, as the refund policy explains. Ambassador codes are governed by the Ambassador Program Policy. We may withdraw an offer at any time, without affecting orders already placed.
You may pay by the methods shown at checkout, which currently include major cards, Shop Pay, PayPal, Apple Pay and Google Pay. Your payment method is charged when you place the order. Payment details go to the payment provider, not to us, as the privacy policy explains. We may run fraud checks on an order and cancel it under section 3 if they fail. Your card issuer or bank may apply its own exchange rate or fees, which are outside our control.
Delivery is governed by the shipping policy, which states where we ship from and to, the cost, the dispatch and delivery estimates and what happens when a parcel is late, lost or returned. Delivery estimates are estimates. The products are at our risk until they are delivered to the address you gave us, and ownership passes to you when they are delivered and paid for. If you give us an incomplete or wrong address, the shipping policy says what happens to the parcel and the cost.
What happens when an item arrives damaged, wrong, missing or faulty, how change-of-mind returns are handled and how refunds are paid is governed by the refund policy. In summary: damaged, wrong, missing and faulty items are replaced, repaired or refunded with any return shipping on us; change-of-mind and sizing returns are considered on request within fourteen days for unused items in their packaging; refunds go to the original payment method. Your statutory rights, including the fourteen-day cancellation right for consumers in the United Kingdom and the European Union, apply in addition.
Our products are designed by Dr Duncan Houston for dogs and must be used as described on the product page and in these terms. Choose sizes from the size tables and the bed size tool. Supervise dogs with chews and enrichment toys, choose the size and strength for the dog, and remove a toy once pieces come off or it is small enough to swallow; no chew product is indestructible, and damage from chewing over time is wear rather than a fault. Fit harnesses and collars to the size table, check fit, buckles, clips and stitching before each use, and do not rely on any harness or collar to restrain a dog that has learned to back out of one. Beds and mats are for rest and comfort; they do not treat or prevent any medical condition. The Smart ID Tag adds a layer to, and does not replace, a registered microchip. The Smart GPS & Health Tracker needs charge, mobile coverage and satellite signal to report a location, requires the ASK A VET™ Tracker Plan, which is sold separately by ASK A VET™ under its own terms, and is not a substitute for a lead, a fence or supervision; activity and health data from it are information, not a diagnosis. Nothing on woopf.com is veterinary advice for your dog; if you have a concern about your dog's health, consult a vet, and the ASK A VET™ app is one way to do that. We are not responsible for loss caused by use of a product contrary to this section or to the instructions supplied with it, to the extent the law allows.
We take care to describe products, sizes, materials and prices accurately, and we correct errors when we find them. Colours can look different on different screens. Size tables give measurements of the product; measure the dog before ordering, because sizing returns are handled under the refund policy. Product testing described on the site refers to our own dogs and testers; every dog is different, and a product's suitability for yours is for you to judge with the information we give.
You can shop as a guest or with an account. Accounts are secured by a one-time code sent to your email, so keep access to that email secure and tell us if you think someone else is using your account. Keep your details accurate. We may close an account used to abuse staff, to commit fraud or to breach these terms, and we tell you if we do.
Reviews, photos, videos and messages you post or send remain yours. By posting them you allow us to display, reproduce and share them on woopf.com, in our marketing and on our social channels, with your first name and last initial and without payment, for as long as the product is sold and reasonably afterwards; you can ask us to take yours down at any time by email, and we will. Content must be your own, honest and about the product; we remove content that is abusive, unlawful, off-topic or not genuine, and we never remove or edit a review because it is negative. Review requests are sent after delivery and are not conditional on a positive review.
The ambassador programme is governed by the Ambassador Program Policy at woopf.com/pages/ambassador-program-policy in addition to these terms. Trade accounts for clinics, retailers and other businesses are governed by the trade terms provided when an account is approved, in addition to these terms; where the two disagree, the trade terms apply to trade orders.
The WOOPF™, PURRZ™ and ASK A VET™ names and marks, the product designs, photographs, videos, text, size tools and software on woopf.com belong to us or our licensors. You may view, save and print pages for your own personal use and share links to them; you may not copy product photography, copy or text for commercial use, or use our marks, without our written permission. You must not interfere with the site, attempt to gain access to parts of it not intended for you, use automated tools to scrape it, or use it to send unsolicited messages or unlawful content.
We are liable for death or personal injury caused by our negligence, for fraud, for a product that is faulty within the meaning of the product liability law that applies to you, and for anything else the law does not allow us to exclude or limit, including the consumer rights in section 2. Subject to that, we are not liable for losses that were not a foreseeable result of our breach, for loss of business, profit or opportunity, or for loss caused by use of a product contrary to section 9 or to the instructions supplied with it; and our total liability to you in connection with an order, beyond what the law requires, is limited to the amount you paid for that order. Nothing in this section applies to a consumer guarantee, statutory warranty or other right that the law says cannot be limited.
If something has gone wrong, email hello@woopf.com with the order number and we will try to put it right; we reply within one business day, Monday to Friday, and we aim to resolve complaints within thirty days. If we cannot, you may complain to the consumer protection body where you live, and nothing in these terms prevents you from doing so. These terms are governed by the law of Hong Kong, and the courts of Hong Kong have non-exclusive jurisdiction, except that if you are a consumer you keep the protection of the mandatory consumer law of the country you live in and may bring a claim in the courts of that country.
We may change these terms; the version published when you place an order is the one that applies to that order, and changes never apply to an order already placed. Each version carries its effective date. If any part of these terms is found invalid, the rest continues to apply. If we do not enforce a term on one occasion, we may still enforce it later. We may transfer our rights and obligations under an order to another company in our group or to a buyer of the business, without affecting your rights. These terms, together with the policies named in section 1 and the order confirmation, are the whole agreement between us for an order; nothing in this sentence limits any liability for misrepresentation that the law does not allow us to limit. Contact: hello@woopf.com, the contact form at woopf.com/pages/contact, or post to Australian Premium Animal Products Ltd, Office B3, 12/F, Causeway Bay Commercial Building, Causeway Bay, Hong Kong.
Dr Duncan, Bridie and KikoFrom Dr Duncan
Most store terms exist so the store always wins the argument. These exist so you know what you are agreeing to. The section I care about is the one on using the gear, because I have treated the dog that swallowed a chew that was two sizes too small and the dog that slipped a harness that was two fingers too loose, and none of those owners were careless; nobody had told them. So the terms tell you, in the same words I would use in the consult room. The other thing the terms say is that we cannot exclude the guarantees the law gives you. We cannot, and I would not want to sell a product I needed a clause to hide behind. If any term here ever reads like a trick, email me and I will fix the term, not the customer.
Dr Duncan Houston, emergency veterinarian and founder of WOOPF™
Meet Dr DuncanQUESTIONS, ANSWERED
The short answers; the terms above are what applies.
Not yet. The confirmation says we received the order. The contract is made when we email you that it has shipped, which is usually the next business day. Until then you can cancel for a full refund by emailing us, and we can only cancel for the reasons in section 3, with a full refund.
The price shown when you place the order. Prices are set in US dollars and shown in your currency at that day's rate, so the number can move a little day to day. If a price was an obvious mistake, we tell you and you choose between the correct price and a full refund.
One code per order unless the offer says otherwise, and it has to be entered at checkout; we cannot add a code to an order after it is placed. Bundles are already priced as bundles, so a code applies to the bundle price as the offer states.
A fault is ours to fix: photo, order number, and we repair, replace or refund it with return shipping on us, under the refund policy. Wear is different, and section 9 of the terms says where the line is: a chew a dog demolished over a month is wear; a buckle that failed on the second walk is a fault.
You do. Posting them lets us show them on the site, in marketing and on our social channels with your first name and last initial. Email us and we take them down. We never delete or edit a review because it is negative.
No. It needs charge, mobile coverage and satellite signal, and the ASK A VET Tracker Plan, which is sold separately by ASK A VET under its own terms. It tells you where the dog went; it is not a lead, a fence or a diagnosis.
Hong Kong law, because that is where the company is, but if you are a consumer you keep the protection of the consumer law where you live and can bring a claim in your own courts. In practice a disagreement is an email to hello@woopf.com first, and we aim to resolve complaints within thirty days.
ASK A VET
Section 9 of the terms says nothing on woopf.com is veterinary advice for your dog, and means it. When the question is the dog rather than the product, a certified vet in the ASK A VET app can look at the photos, ask what a product page cannot, and tell you whether it can wait until morning.
Talk to a vet in ASK A VET
