frequently asked questions

Effective: April 1, 2026

Answers to the questions we get most. If something here doesn't cover what you need, email us at hello@wearboop.com. A real person reads every one.

orders

how are your products made?

every boop piece is made to order. we don't hold inventory — your item is printed, embroidered, or otherwise produced after you place your order, and then shipped directly to you. this lets us offer a wider range of designs with less waste. It also means production takes a few days before shipping begins.

how do I place an order?

select your product, size, and color, add it to your cart, and check out. you'll receive a confirmation email within a few minutes. if you don't see it, check your spam folder before writing to us — sometimes it lands there.

can I change or cancel my order?

Production typically begins within 2 hours of order placement. To request a change or cancellation, email hello@wearboop.com immediately — we can only accommodate requests before production has started. 

what payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay. Transactions are processed through Shopify Payments, a PCI-DSS compliant payment processor. We do not store your full card number. 

Prices on our site are displayed in USD by default. Your payment provider or card issuer handles any currency conversion, which may include foreign exchange fees.

do you offer gift cards?

gift cards are available! sweet treats are so 2023…gift your favourite vet professional that won’t spike their blood sugar.

do you offer discount codes?

occasionally. sign up for our email list for early access to new drops and the rare discount code. we do not stack codes, and codes cannot be applied retroactively to previous orders.

can I order in bulk for my clinic, team, or student group?

yes. for orders of 10 or more units, or for custom clinic gifting and corporate orders, email hello@wearboop.com. we'll help you with pricing, sizing coordination, and timelines. standard online discount codes do not apply to bulk orders.

shipping

where do you ship to?

we ship to the United States, Canada, and a growing list of international destinations. availability and rates are calculated at checkout based on your address. please note that orders to destinations outside of the united states may be subject to duties and customs charges.

where do orders ship from?

orders are produced and shipped by our print-on-demand fulfillment partner from their facility network. most orders ship from the United States. this means Canadian and international orders cross a border and may be subject to customs clearance (see duties and taxes, below).

how long does it take to make my order?

production takes 2 to 5 business days before your order is handed to the carrier. embroidered items, bundles, and peak-volume periods (launches, holidays) can take slightly longer. over 95% of orders ship within the US in 5 business days - usually less!

how long does shipping take after that?

Estimated transit times after production is complete:

these are estimates provided by the carrier, not guarantees. customs clearance, severe weather, and carrier delays can extend these windows. canadian orders in particular can experience longer transit times at the border.

how much does shipping cost?

shipping is calculated at checkout based on your destination and the weight of your order. free shipping offers are shared occasionally through our email list or applied automatically at checkout.

will I get a tracking number?

yes. when your order ships, you'll receive an email with a tracking link. allow 24 to 48 hours for tracking to populate after the initial notification.

my tracking hasn't updated in a few days. what do I do?

tracking gaps of up to a week can be normal, especially for cross-border shipments sitting in customs. if your tracking has not updated in over 10 business days, or your estimated delivery date has passed by more than 10 business days, email hello@wearboop.com with your order number and we'll open an investigation with the carrier.

tracking says delivered but I don't have it. now what?

check around your property, with neighbors, and with building management or your mail room. carriers sometimes mark packages as delivered a day before they actually arrive. if you still can't locate it after 48 hours, contact your local post office or carrier with your tracking number. we are generally unable to replace packages marked delivered by the carrier, but email us and we'll see what we can do on a case-by-case basis.

duties, taxes, and customs

will I be charged sales tax or GST/HST?

applicable sales tax, GST, HST, PST, or VAT is calculated and shown at checkout based on your shipping address. the total you see before you pay is the total you pay us.

i'm in Canada. will I be charged duties?

most of our orders ship from the United States. under the current Canada–United States–Mexico Agreement (CUSMA), many apparel items manufactured in North America qualify for duty-free treatment into Canada, but this is not guaranteed for every item, and customs brokerage or handling fees from the carrier may still apply. Any duties, brokerage fees, or taxes assessed at the border that are not collected by us at checkout are the responsibility of the recipient.

we are actively working to expand Canadian fulfillment options to reduce these costs for Canadian customers. in the meantime, we do our best to absorb costs into our pricing and shipping where possible, and we're transparent about what we cannot control.

i'm outside Canada and the US. will I be charged duties?

international orders may be subject to import duties, customs fees, and local taxes assessed by your country's customs authority on delivery. these charges are the responsibility of the recipient and are not included in our shipping rates. we recommend checking with your local customs office before ordering if duty costs are a concern.

what happens if I refuse a package to avoid duties?

refused or unclaimed packages are returned to our fulfillment facility. because our items are made to order, we cannot issue a refund for a refused delivery, and we cannot reship without payment of new shipping costs. please plan accordingly.

returns, refunds, and exchanges

what is your return policy?

because every boop item is made to order, we do not accept returns or exchanges for change of mind, fit preferences, or color perception. we provide detailed size charts and product descriptions on every product page and are happy to consult via email (hello@wearboop.com) to help you choose with confidence.

nothing in this policy limits any consumer rights you may have under the laws of your province, state, or country — including rights related to goods that are defective, damaged in transit, or not as described.

what if my item is damaged, defective, or misprinted?

we stand behind the quality of every item we ship. if your order arrives damaged, defective, or incorrect, we'll happily fix it - see our returns policy here. 

what if I ordered the wrong size?

size exchanges are not available. since each item is produced to order, an exchange would require manufacturing an entirely new garment. please consult the size chart on each product page carefully before ordering. if you're between sizes, we generally recommend sizing up for a relaxed fit. if you have sizing questions before ordering, email us — we're happy to help!

what if my order is lost in transit?

claims for lost packages must be submitted within 10 days of the estimated delivery date by emailing hello@wearboop.com. If tracking shows no movement for 10 or more business days, contact us.

what if my package is returned to you?

packages returned due to an incorrect address, insufficient address details, or being unclaimed can be reshipped to a corrected address at the customer's expense. unclaimed returns not reclaimed within 30 days will be forfeited and may be donated or responsibly disposed of. we cannot refund the original shipping cost on returns caused by address errors.

sizing and care

how do I find my size?

every product page includes a size chart with measurements in both inches and centimetres. measure a well-fitting garment you already own and compare. fit notes (relaxed, fitted, oversized) are included in every product description.

do your products run true to size?

the majority of our products have unisex sizing - we made this decision to ensure inclusivity of all the people of vet med. sizing varies by garment style and blank manufacturer. always use the size chart on the specific product page rather than assuming a generic size across products.

how do I care for my boop pieces?

to keep prints and stitching looking sharp:

• wash cold, inside out, on a gentle cycle with mild detergent

• do not use chlorine bleach

• tumble dry low, or hang dry for longest garment life

• iron on low, inside out — never directly on prints or embroidery

• do not dry clean

why do the colors look slightly different from the website?

monitor calibration varies between devices, and digital printing introduces minor colour variation as part of the process. we aim for accurate representation, but small variations are normal and not considered defects. we post candid photos of our products on social media as well which can be a helpful view of how the products look in different lighting.

accounts, privacy, and contact

do I need an account to order?

no. you can check out as a guest. creating an account lets you track orders, save shipping details, and access order history.

how do you use my information?

we use your information to fulfill orders, provide customer support, and — only if you opt in — send you occasional updates. we do not sell your personal information. full details are in our Privacy Policy at wearboop.com/policies/privacy-policy.

how do I unsubscribe from marketing emails?

click the unsubscribe link at the bottom of any marketing email. you will continue to receive transactional emails (order confirmations, shipping updates, customer service replies) because those are required to service your order.

how do I get in touch?

email is the best way to reach us:

• general and order support: hello@wearboop.com

• bulk, wholesale, and clinic gifting: hello@wearboop.com

• press and partnerships: hello@wearboop.com

we aim to respond to every email within 1 to 2 business days, monday through friday. For order-specific inquiries, include your order number so we can help faster.

the fine print

boop is a trademark of boop Supply Inc. all designs, images, copy, and brand elements are the property of boop Supply Inc. and are protected by applicable copyright and trademark laws. unauthorized reproduction or resale is prohibited.

these answers are provided for convenience and are subject to our Terms of Service and Privacy Policy, which govern your use of the site and any purchase. in case of conflict between this FAQ and the Terms of Service, the Terms of Service prevail.

boop Supply Inc. · 1367 Clyde Avenue, Mailbox 463, Ottawa, Ontario K2G 3H7, Canada · hello@wearboop.com