FAQs

Frequently Asked Questions

WHAT IS THE TARIFF IMPACT?

Delayed responses:

  • We are currently a four-person team. This could cause some minor delays to response time to messages and e-mails. Within our customer's best interest, we will be working around the clock - or from our kitchen tables! - to answer your e-mails and messages as quickly as possible. For more information, please scroll down.

 

Delivery times:

  • Please understand, due to social distancing regulations set up at some of our distribution centers, delivery times may be delayed.
  • Despite our best efforts; delivery times may further vary due to the increase on tariffs regardless of our carriers

 

Returns:

  • Because of the personal nature of our items, we do not accept any returns on our products due to sanitary purposes. Please be sure you know what you're ordering before you checkout.
  • We do not accept any exchanges on any of our items. We will make an exception if we have sent the wrong item as long as it has not been opened or removed from its packaging. We will not take back any opened items due to sanitary reasons.

 

CAN I REQUEST A CUSTOM PRODUCT?

Unfortunately, we are not open to do custom orders. We are a small four-person team that prefers to keep our focus on keeping our product in stock for our customers. Custom orders would take most of our time away from keeping up with stock.

 

    WHY IS NO ONE ANSWERING ME?

    Wild-Life understands that you may have a few extra questions, or experience an issue regarding shipping. If you don't receive an immediate response, please understand that Wild-Life and its staff are working 'round the clock -and remotely- to answer your messages and e-mails as quickly as we can.

    In order to ensure we handle your responses as fast as possible, please, do not message Customer Service on more than one channel, and please do not send multiple messages regarding the same issue. If you do so, this will only move you to the back of our inbox - you know you don't want that.

     

    I'VE NEVER SHOPPED AT WILD-LIFE BEFORE, WHAT SHOULD I GET?

    We are new! Go for what ever catches your eye or attention. However, if you feel a bit overwhelmed, check out our best sellers!

     

    WILL ITEMS BE RESTOCKED?

    Product is restocked weekly (on Fridays), or depending on availability of supplies. Rest assured, we do our best to restock our product ASAP!

    Do not be surprised if an item that was out of stock previously, suddenly becomes available. We strongly advise our customers to check back once in a while to see if an item you previously had your eye on, has become available again.

     

    ARE MY ITEMS RESERVED IN THE CART?

    Adding an item to the cart does not reserve the stock for your final checkout. Stock is only allocated once payment has been confirmed. If an item does happen to go out of stock by the time you reach checkout, we recommend proceeding with the payment if you have any other items in your cart. If you go back to add another item, you risk the website resetting your place in the queue.

     

    ONE OF MY ITEMS HAVE GONE OUT OF STOCK, AND NOW I DON'T WANT MY OTHER ITEM(S)...

    Unfortunately, if an item does happen to go out of stock by the time you reach checkout, we don't currently have the means to remove any additional items from your basket. If you do try to remove an item, this will result in the website taking you back to your cart, resetting your place in the queue, and put your other items at risk as you begin the checkout process again. In this instance, we'd recommend canceling your order and proceed with purchasing what you did want.

     

    THERE IS A QUEUE AT CHECKOUT, SHOULD I REFRESH THE PAGE?

    There may be a chance you experience a queue during checkout. If this is the case, please do not refresh the page! This will loose your place in line. We'll get you through as quickly as possible. Please understand, waiting times can take up to 45 minutes or more.

     

    I HAVEN'T RECEIVED AN ORDER NUMBER, BUT MY MONEY HAS BEEN TAKEN...

    If you have not received an order confirmation email within 24 hours of placing your order, please check with your bank to see if the payment has gone through. If a payment has been taken, please contact our Customer Service Team for further assistance. (It may have just been in the rush of excitement...- you entered your e-mail wrong...it happens!)

    If you find that your bank account has been charged, and you have not received an order confirmation email, (having checked with our Customer Service Team), and further, have not landed on the order confirmation screen, it is unlikely the order has been received.

    Unfortunately, in this scenario it is likely that your money is being held by your bank. Please contact your bank/provider to ensure that your money is returned to you. If you do not receive an order confirmation e-mail, haven't landed on the order confirmation screen, and the money hasn't been taken from your bank account, it is unlikely your order was received. In both instances mentioned above, we recommend going back to Wild-Life to place your order.

     

    I HAVEN'T RECEIVED AN ORDER NUMBER?

    Please keep a close eye on your email inbox, junk, and spam folder. If you do not see a order number in 24 hours, please contact us.

     

    I PUT IN THE WRONG E-MAIL ADDRESS...

    We totally get it, in the midst of rushing to enter all of your details and secure your order, you've put your e-mail address in slightly wrong...

    That said, please don't panic! Once you've placed in your order, if you've been re-directed to the order confirmation screen, we can confirm we have received your purchase, and we're getting it ready. Feel free to take a screenshot of the order confirmation screen for peace of mind.

    Alternatively, feel free to get in touch with our Customer Service Team with your correct details. While they may not be able to forward on your order confirmation email (data protection reasons, please don't hate us!) , they will be able to confirm and send through all shipping and tracking details related to your order, once it has been picked, packaged, and handed to the courier for delivery.

     

    WHY WAS MY ORDER CANCELED?

    If your order has been canceled and suspected fraudulent, don't worry! This is an automated message generated when our payment security system detects that something is wrong.

    It could be something simple as the billing address entered doesn't match the card you're using during checkout, or maybe the zip code is wrong.

    If your order is canceled, please get in touch with our Customer Service Team. They're pretty spectacular in their ability to look further into the reasoning behind your order cancellation, to try and help prevent it from happening again!

    *Please note: If your order is canceled and suspected fraudulent, you won't be able to place another order for the following 24 hours. Any orders made will be automatically declined by our server.*

     

    I'VE MADE A MISTAKE ON MY ORDER, CAN I CHANGE IT?

    Unfortunately not. Once an order has been placed it can not be changed. In this instance, we'd recommend canceling your order.

     

    I'VE PLACED MORE THAN ONE ORDER, CAN I COMBINE THEM?

    Unfortunately not. We are unable to combine orders or refund shipping charges. This also includes being able to amend your delivery address, add to your order, remove an item, or amend sizes.

     

    WHAT ARE THE SHIPPING PRICES?

    Shipping/delivery will be available for you to choose at checkout. Please see costs for either standard or express shipping for your country.

     

    POSSIBLE SHIPPING DELAYS...

    Due to exceptional volumes, and some tariff restrictions, orders may take 7-10 working days to dispatch. We really appreciate your patience during these times.

     

    MY FRIEND HAS THEIR ORDER...WHERE'S MINE?

    If someone you know has placed their order after you, but received their package first, please don't worry! To keep everything running as smoothly as possible in the warehouse, parcels are packaged in a systematic way, rather than chronologically. Rest assured, we're working to get yours to you as quickly as we can - just keep an eye on your e-mails for your shipment notice!

     

    I AM MISSING SOME ITEMS IN MY ORDER...

    Due to stock availability within our warehouses, your order may be dispatched in separate packages. Don't worry! You will receive an e-mail from our Customer Service Team to notify you, if this happens to be the case.

     

    DO YOU HAVE ANY QUESTIONS WE HAVEN'T ANSWERED? DROP US A MESSAGE IN OUR "CONTACT US" PAGE, AND WE'LL GET BACK TO YOU AS SOON AS WE CAN!