Additional Questions

Additional Questions

First Time Users

Test Walk

After your Wag! profile is activated, you’ll have a Test Walk generated in your app. Your Test Walk is just for you to play with the app and get acquainted with its features. It will be available for 30 days from the time you successfully log into the app for the first time. You do not need to go anywhere or do the Test Walk at the scheduled time. Whenever you are ready, you can start the Test Walk. You can even walk around outside to see how the GPS tracking works.

Disputes

Dispute a Review

We are committed to providing a public forum for pet parents via Wag! reviews. Reviews are a way everyone can share their genuine, first-hand experiences with their dog walkers. In rare cases, we may remove certain reviews that are found to be false, inappropriate, or irrelevant.

To dispute a review, click here.

Payment Discrepancy

The pay cycle is Tuesday through Monday. For services completed on or after Tuesday, the payout will appear in the following pay cycle.

If you have any issues with your payment, please submit a Payment Discrepancy form 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.