Additional Questions

Pet Care Provider Screening Process

What is your pet care provider screening process?

The safety of your dog is extremely important to us. All of our pet care providers are vetted through a screening process that includes a background check and a pet care knowledge test. We further emphasize safety through our GPS tracking and 24/7 customer service support.

Meeting/Choosing Your Walker

Can I request a specific walker?

For your convenience, you will be matched with a walker who can accommodate your schedule and needs. If you have selected preferred walkers, those walkers will be given priority before allowing other walkers to request the walk. In the case of an ASAP walk, your preferred walkers will be notified that a walk has become available, but will not be given priority. Please note this doesn’t guarantee your preferred walker will be available to walk your pup.

Can I meet my walker?

Yes! We offer Meet and Greets to any pet parent who wants to spend some time getting to know a walker. This is also a great option for any pup who might be more comfortable meeting a walker with their owner present, or for owners who want to point out any tendencies their dog may have that the walker should be aware of before the walk. When scheduling your recurring walk, just opt to meet your walker!

Common Questions

Are off leash activities available?

All walks with Wag! are on-leash walks. To ensure the safety of your pup, we do not recommend any off-leash activities beyond your home’s fenced yard.

Do walkers walk my dog with other people’s dogs?

No. Your pup is the sole focus on each walk. Each pup has different needs, and the best way to serve those needs is through a one-on-one experience. In the case that you have more than one dog in your household, walkers will walk them together per your request up to a limit of three.

Credit Packages

Does Wag! offer credit packages or bundles?

Credit packages are made for all types of pet parents and are a great way to save money on services. Our credits never expire, and the larger the credit package, the greater the discount!

To see our credit packages, click here.

Swag Store

Returns & Refunds

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

Please do not send your purchase back to the manufacturer.


Shipping
To return your product, you should mail your product to:

Wag Labs 
12510 MICRO DRIVE
MIRA LOMA, CA 91752 
United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at swag@wagwalking.com and send your item to:

Wag Labs 
12510 MICRO DRIVE
MIRA LOMA, CA 91752 
United States

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.


Canceling an Order

If you would like to cancel your order, please reach out to our swag team at swag@wagwalking.com.


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at swag@wagwalking.com.


Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Contact Us

Contact Us

For Urgent Issues or Emergencies, please call: 628-400-4426

 

General Questions: For general and non-urgent questions, please fill out the form below: