FAQ
A few things you might be wondering.
Orders, shipping, returns, products — find the quick answers here.
ORDERS
Can I change or cancel my order?
If you need to change or cancel your order, contact us as soon as possible. We'll do our best to help, but once your order has been processed or shipped, we may not be able to make changes or cancel it for a change of mind.
This does not affect your rights under applicable consumer protection laws.
I entered the wrong shipping address. What should I do?
Contact us as soon as possible with your order number and the correct address. If your order hasn’t been processed or shipped yet, we’ll do our best to update it. Once it’s on its way, we may not be able to change the delivery address.
How can I check my order?
Once your order has shipped, you’ll receive a confirmation email with your tracking details. You can use the tracking link to follow your order on its way to you.
I haven't received my order confirmation. What should I do?
First, check your spam or junk folder and make sure you used the correct email address at checkout. If you still can’t find it, contact us and we’ll be happy to help.
SHIPPING & DELIVERY
Where does Wayloa ship?
Wayloa ships internationally. Available shipping destinations and options will be shown at checkout based on your delivery address.
How long will my order take to arrive?
Orders are usually processed within 1–3 business days. Once shipped, delivery typically takes 7–14 business days, depending on your destination. Please note that delivery times are estimates and may vary depending on your location or carrier delays.
How much does shipping cost?
Shipping rates vary depending on your destination and will be displayed at checkout. Free shipping may be available when your order reaches the minimum spend applicable to your market.
How can I track my order?
Once your order has shipped, you’ll receive an email with your tracking details. Simply follow the tracking link to see the latest updates on your delivery.
My package is delayed. What should I do?
Sometimes deliveries can take a little longer than expected. Please check your tracking link for the latest updates.
If your order hasn't arrived within the estimated delivery window, contact us contact@wayloa.com with your order number, and we'll investigate the delay with our shipping partner.
If we are unable to deliver your order within a reasonable timeframe, we will work with you to arrange an appropriate solution, including a refund where required by applicable consumer law. Your rights under applicable consumer protection laws remain unaffected.
RETURNS & REFUNDS
Can I return an item?
Yes. You can request a return within 30 days of receiving your order. For change-of-mind returns, items must be unused, unworn, and in their original condition and packaging.
This 30-day policy does not limit your rights under applicable consumer protection laws, including your rights regarding faulty, damaged, or incorrectly described products.
How do I start a return?
Contact us with your order number and the reason for your return. We’ll send you the instructions you need before sending anything back. Please don’t return an item without contacting us first.
Return shipping costs for change-of-mind returns are the customer’s responsibility.
If an item is confirmed faulty, damaged or incorrect, Wayloa will cover or reimburse reasonable return shipping costs where required by applicable consumer law.
When will I receive my refund?
Once we receive and inspect your return, we'll notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for your bank or payment provider to process and display the refund.
What if my item arrives damaged or there's a problem?
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number and photos of the issue, if available.
We'll review the situation and arrange an appropriate solution, such as a replacement or refund, in accordance with applicable consumer protection laws, at no additional cost to you where required by law.
PRODUCTS
How do I choose the right size?
Check the size guide on the product page before ordering. If your pet falls between sizes or you’re unsure, send us a message and we’ll help you choose.
Where can I find product details?
You’ll find product details, features, sizing and care information directly on each product page. If there’s anything you’re unsure about, feel free to contact us.
How should I care for my Wayloa products?
Care instructions can vary depending on the product and materials. Check the product page for specific care information and always follow the instructions provided.
Are Wayloa products suitable for every pet?
Every pet is different. Always check the product description, sizing and recommended use before ordering to make sure the product is suitable for your pet. If you’re unsure, we’re happy to help.
WAYLOA
What is Wayloa?
Wayloa is about making life with pets a little easier — from walks around the block to weekends away. We focus on practical products that fit naturally into the time you spend together.
How can I contact Wayloa?
You can reach us through our Contact page or email us at contact@wayloa.com. We’ll get back to you as soon as possible.
QUICK LINKS
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