Return Policy

Last updated: August 27, 2026
We want you and your pet to be happy with your Whisker & Wool Co. order. If something is not right, please contact us so we can help.
Return Eligibility
Returns may be accepted for unused, unopened, and non-custom products. Please contact us within 14 days of delivery to request a return.
Items must be returned in their original condition and packaging. Returns sent without prior approval may not be accepted.
For health and hygiene reasons, pet toys, pet accessories, catnip, silvervine products, and other pet-use items cannot be returned after they have been opened, used, chewed, worn, or handled by an animal.
Items That Cannot Be Returned
The following items are final sale unless they arrive damaged, defective, or incorrect:

  • Custom or personalized products

  • Made-to-order products

  • Opened or used pet products

  • Opened catnip or silvervine products

  • Gift cards

  • Clearance or final-sale products

Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Original shipping charges are nonrefundable. We recommend using a tracked shipping method because Whisker & Wool Co. cannot be responsible for returns lost in transit.
Refunds
After an approved return is received and inspected, we will notify you of its status. Approved refunds will be issued to the original payment method.
Please allow additional time for your bank or payment provider to process the refund.
Items returned used, damaged, incomplete, or outside the approved return conditions may not qualify for a refund.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives. If an item is damaged, defective, missing, or incorrect, contact us within 7 days of delivery.
Include your order number, a description of the issue, and clear photographs of the item and packaging. We will review the issue and work with you toward an appropriate replacement, refund, or other resolution.
Cancellations
If you need to cancel an order, please contact us as quickly as possible. We cannot guarantee cancellation after an order has entered production, been personalized, or shipped.
Exchanges
We do not currently offer direct exchanges. If an eligible item is approved for return, you may place a new order for the item you prefer.
Contact Us
To request a return or report an order issue, please use our Contact page and include your order number.

Terms of Service

Last updated: August 27, 2026
These Terms of Service apply to your use of the Whisker & Wool Co. website and any purchases made through it. By visiting our website or placing an order, you agree to these terms.
PRODUCTS
Whisker & Wool Co. offers handmade and thoughtfully sourced pet toys, accessories, enrichment products, home goods, candles, and related items.
Many products are handmade in small batches or created with natural materials. Slight differences in color, texture, size, shape, stitching, feather pattern, wood grain, or finish are expected and are not considered defects.
We make reasonable efforts to display product colors and details accurately. However, colors may appear differently depending on your screen and device.
PET SAFETY
Pet toys and accessories should be selected according to your pet’s size, play style, chewing habits, and individual needs.
All toys should be used with appropriate supervision. Inspect products regularly and remove them immediately if they become damaged, loose, heavily worn, or small enough to swallow.
Products containing feathers, bells, strings, jute, raffia, cork, wood, wicker, stuffing, or other small components should not be left with pets unattended. Our products are intended for enrichment and supervised play and are not intended for consumption.
Whisker & Wool Co. cannot guarantee that any product will be appropriate for every animal or withstand every pet’s chewing or play style. Customers are responsible for supervising their animals and deciding whether a product remains safe for continued use.
CANDLES AND HOME PRODUCTS
Candles should be burned only under adult supervision and kept away from pets, children, drafts, flammable materials, and unattended areas.
Always follow the care and safety instructions provided with the product. Individual animals may have different sensitivities. Discontinue use if a person or animal shows signs of discomfort or irritation.
ORDERS AND PAYMENTS
By placing an order, you confirm that the information you provide is complete and accurate and that you are authorized to use the selected payment method.
Prices, product availability, discounts, and promotions may change without notice. We reserve the right to correct pricing errors, refuse or cancel fraudulent orders, limit quantities, or cancel an order when a product is unavailable.
If we cancel an order after payment has been received, the affected amount will be refunded to the original payment method.
CUSTOM AND PERSONALIZED PRODUCTS
Customers are responsible for reviewing all names, initials, colors, sizes, and other customization details before submitting an order.
Custom, personalized, and made-to-order products may not be changed or canceled after production begins. These products are final sale unless they arrive damaged, defective, or different from the approved order details.
SHIPPING
Processing and delivery estimates are not guaranteed. Once an order is transferred to the shipping carrier, delays caused by the carrier, weather, holidays, address problems, or other circumstances may be outside our control.
Customers are responsible for providing a complete and accurate shipping address. Additional charges may apply if an order is returned or must be reshipped because of an incorrect or incomplete address.
Complete shipping information is available in our Shipping Policy.
RETURNS, REFUNDS, AND ORDER ISSUES
Returns and refunds are governed by our Returns & Order Issues Policy.
For health and hygiene reasons, opened or used pet products cannot be returned. Custom and personalized products are generally final sale unless they arrive damaged, defective, or incorrect.
INTELLECTUAL PROPERTY
The Whisker & Wool Co. name, branding, logos, product designs, photographs, graphics, written content, packaging designs, and other original website materials belong to Whisker & Wool Co. or are used with permission.
These materials may not be copied, reproduced, sold, modified, distributed, or used for commercial purposes without prior written permission.
WEBSITE USE
You agree not to misuse this website, interfere with its operation, attempt to gain unauthorized access, submit false or fraudulent orders, or use website content for unlawful purposes.
We may restrict access to the website or cancel orders when we reasonably believe that fraud, abuse, unauthorized activity, or a violation of these terms has occurred.
THIRD-PARTY SERVICES
Our website may use or link to third-party services, including payment processors, shipping carriers, social-media platforms, and other service providers. Their services are governed by their own policies and terms.
LIMITATION OF RESPONSIBILITY
To the extent permitted by applicable law, Whisker & Wool Co. is not responsible for indirect or consequential losses arising from website use, carrier delays, improper product use, failure to supervise an animal, continued use of a damaged product, or use inconsistent with the provided care and safety instructions.
Nothing in these terms excludes rights or protections that cannot legally be excluded.
CHANGES TO THESE TERMS
We may update these Terms of Service when our products, practices, or legal obligations change. The updated date will appear at the top of this policy.
GOVERNING LAW
These terms are governed by the laws of the Commonwealth of Pennsylvania and applicable United States law, without limiting any consumer rights that apply under the law.
CONTACT
For questions about these terms, an order, or a product, please contact Whisker & Wool Co. through the Contact page on our website.

Privacy Policy

Last updated: August 27, 2026
Whisker & Wool Co. respects your privacy. This Privacy Policy explains what information we collect, why we collect it, how it may be shared, and the choices available to you when you visit our website, contact us, join our mailing list, or place an order.
INFORMATION WE COLLECT
Depending on how you interact with our website, we may collect:
• Your name
• Email address
• Phone number
• Billing and shipping addresses
• Order details and purchase history
• Customization information
• Messages, contact-form submissions, and customer-service communications
• Mailing-list preferences
• Device, browser, cookie, and website-usage information
• Information necessary to prevent fraud and maintain website security
Payment-card information is processed by our payment service providers. Whisker & Wool Co. does not directly receive or store your complete payment-card number.
HOW WE USE INFORMATION
We may use your information to:
• Process, prepare, ship, and manage orders
• Send order confirmations, receipts, tracking information, and service messages
• Respond to questions, custom requests, returns, or order problems
• Provide customer support
• Prevent fraud and protect our website
• Maintain business, tax, and transaction records
• Improve our products, website, and customer experience
• Send marketing emails when you have chosen to subscribe
• Meet legal, accounting, and regulatory obligations
HOW INFORMATION IS COLLECTED
Information may be collected when you:
• Place an order
• Submit a contact form
• Join our mailing list
• Communicate with us
• Browse or interact with the website
• Use cookies or similar website technologies
HOW INFORMATION MAY BE SHARED
We share information only as reasonably necessary to operate our business, complete transactions, provide services, or comply with the law.
Information may be shared with:
• Squarespace, which hosts and operates our website and online store
• Payment processors used to complete transactions
• Shipping carriers and fulfillment-related services
• Email and mailing-list service providers
• Website analytics, security, and fraud-prevention providers
• Professional advisers, tax authorities, regulators, or law enforcement when legally required
We do not sell customers’ personal information for money.
Third-party providers process information according to their own privacy policies and security practices.
COOKIES AND ANALYTICS
Our website uses cookies and similar technologies that help the website function, remember preferences, understand website traffic, process shopping carts, support checkout, and improve performance.
Some cookies are necessary for the website to work. Other analytics or marketing cookies may depend on your preferences and the services enabled on the website.
You can manage cookies through your browser settings and, when available, through the cookie-preference tools displayed on our website. Disabling certain cookies may affect website functionality.
EMAIL MARKETING
If you join the Whisker & Wool Co. mailing list, we may send emails about new products, restocks, promotions, business updates, and related news.
You can unsubscribe at any time by using the unsubscribe link included in a marketing email. Unsubscribing from marketing messages will not prevent necessary order confirmations, receipts, shipping updates, or customer-service messages.
DATA RETENTION
We retain personal information only for as long as reasonably necessary to complete orders, provide customer service, maintain required business and tax records, resolve disputes, prevent fraud, and meet legal obligations.
Retention periods may differ depending on the type of information and why it was collected.
DATA SECURITY
We use reasonable administrative and technical measures, along with the security tools provided by our website and payment-service providers, to protect personal information.
However, no website, storage method, or internet transmission can be guaranteed to be completely secure.
YOUR PRIVACY CHOICES
Depending on where you live, you may have rights concerning your personal information, including the right to request access, correction, deletion, or information about how it is used.
Some information may need to be retained for tax, transaction, fraud-prevention, dispute-resolution, or other legal purposes.
To make a privacy request, contact us through the Contact page on our website. We may need to verify your identity before completing a request.
CHILDREN’S PRIVACY
Our website and products are intended for adults purchasing pet products. We do not knowingly collect personal information directly from children under 13.
If you believe a child has provided personal information through our website, please contact us so we can review and remove it when appropriate.
INTERNATIONAL VISITORS
Our website and third-party service providers may process or store information in the United States or other countries. Privacy protections may differ from those in your home country.
Where required, personal information will be handled according to applicable privacy laws and the safeguards used by our service providers.
THIRD-PARTY LINKS
Our website may contain links to social-media platforms or other third-party websites. Whisker & Wool Co. is not responsible for the privacy practices or content of websites we do not control.
CHANGES TO THIS POLICY
We may update this Privacy Policy when our services, website practices, or legal obligations change. The updated date will appear at the top of the policy.
CONTACT
For questions about this Privacy Policy or to submit a privacy request, please contact Whisker & Wool Co. through the Contact page on our website.