Shipping policy
From our network to your room.
Processing times, delivery rates, tracking and practical support if something changes in transit.
Every OOWOLF product is packed and dispatched through our multi-warehouse fulfilment network. This policy sets out processing times, shipping methods, delivery estimates and the steps to take if an order needs attention in transit.
Rates and delivery
Europe includes Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Georgia, Greece, Iceland, Ireland, Italy, Latvia, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom and Vatican City.
| Destination | Standard | Express | Free shipping |
|---|---|---|---|
| Europe | $8.90 USD | $13.90 USD · 24h processing | $100+ Standard · $200+ Express |
| United States | $9.90 USD | $14.90 USD | $100+ Standard · $200+ Express |
| Canada | $9.90 USD | $13.90 USD | $100+ Standard · $200+ Express |
| Australia | $9.90 USD · 5–10 business days | Not listed | $100+ Standard |
Rates apply per order based on order value. No weight restrictions apply. Delivery estimates begin from dispatch. Business days exclude weekends and public holidays.
Processing time
Orders are processed within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays are processed on the next available business day. During promotions, holidays or periods of high demand, processing may extend to 3–5 business days. You will receive a dispatch confirmation with tracking information once your order has left our fulfilment network.
Tracking an order
After dispatch, your email will include a tracking number and a carrier-tracking link. Please allow up to 24 hours for new tracking information to become active. If you have not received a tracking email within 5 business days of ordering, check your spam folder and contact support@oowolf.com with your order number.
Customs, duties and taxes
For shipments outside Hong Kong, the recipient is responsible for customs duties, import taxes or brokerage fees imposed by the destination country. These charges are not included in product prices or shipping fees and are collected by the relevant authority or carrier. We cannot predict the amount because it varies by destination and product category. We are required to declare the full shipment value and cannot mark orders as gifts or undervalue declarations.
Delivery issues and damage
If tracking shows “delivered” but you have not received a parcel, please check with neighbours, building management and accessible delivery locations, wait 24 hours, and contact the carrier with the tracking number. If the matter remains unresolved after 48 hours, contact us so we can investigate with the carrier. If an order arrives visibly damaged, take photographs of the outer packaging and product before opening or using it, then contact us within 7 days of delivery with your order number and images. For verified in-transit damage, we will arrange a replacement or refund at no cost to you.
Address accuracy
Please ensure that your shipping address is accurate and complete at checkout. Parcels cannot be redirected after dispatch. If an order is returned because the customer provided an incomplete or incorrect address, we will contact you to arrange re-shipment; additional shipping fees may apply.
Shipping restrictions
We ship to most countries, but carrier restrictions or regulatory requirements may prevent delivery to some regions. If your country is unavailable at checkout, contact us and we will try to identify an available solution. We do not ship orders containing large items to P.O. boxes; please provide a physical delivery address.