Ordering & Returns
Food and treats are 100% returnable, but must be returned in the original packaging, to be eligible for a full refund.
- Food & Treat Returns MUST have the UPC from the original bag returned with the item in order for us to honor the return. If you use a food container for storage themn please keep the bag or the UPC from the bag, especially if you are trying out a new food.
We will give a full refund for merchandise returned with a receipt, in salable condition and in its original packaging within 30 days of purchase.
If merchandise is returned without a receipt, in salable condition and in its original packaging a store credit will be issued.
Merchandise without a receipt in non-salable condition or without its original packaging will gladly be accepted as a donation to a local shelter.
Defective merchandise will be given a full refund or exchange if accompanied by a receipt, otherwise a store credit will be issued.
Returns in-store do not include shipping or delivery charges.
For individual manufacturers return policies, please go to Store Policies on our main website.
You must request a return by calling us at (202) 747-3434. Please make sure to indicate your order number if possible, and the item(s) you wish to return.
Please send the returned items to:
The Big Bad Woof
Shipping & Delivery Dept.
6960 Maple St NW
Washington DC 20012
The customer is responsible for all return shipping charges.
Refused Delivery: If your order is refused upon delivery and returned to us, we will charge a restocking fee of $10 plus any return shipping charges. If your order is returned to us because of a mistake in the address that was entered by you, we will have to charge you for the return shipping charges (no mail receptacle, no apartment number, moved, etc.)
Cancelled Orders: Please be aware that we process orders the same day they are placed, so you may not be able to cancel your order after it is placed. If you request to cancel your order and it is boxed and it has not been picked up by the delivery service, you will be refunded the amount of the order.
How do I track my order?
To check the status of your order, please sign in with your email and password, and click on the Account icon link on the top right corner side of the page.
How do I change quantities or cancel an item in my order?
Once an order is placed it enters the shipping queue immediately and cannot be changed online. If your order was placed within 24 hours, you may call us at (202) 747-3434 to find out if there is still time to modify it.
An item is missing from my shipment.
Please track your order using the instructions above. If the order status says "Processing", then the item was backordered because it was out of stock and will be delivered separately (at no additional cost to you - see the following paragraph). If the order status says "Shipped", then please contact customer service or call us at (202) 747-3434 to let us know about the missing item and we will send it out immediately or issue you a credit, whichever you prefer.
When will my backorder arrive?
Backordered items will ship to you as soon as they are back in stock. You should receive an email notifying you of the backordered items. Most backordered items are shipped within a few days, although occasionally if the manufacturer is out of stock it will take longer.
Please note you will not be charged for backordered items until they are shipped. There will be no extra shipping or delivery charges added to the original order amount as a result of the backorder.