FREQUENTLY ASKED QUESTIONS

1. How Do I Shop?

A. How do I view what’s in my shopping cart?

To view the contents of your cart, click on the “View Cart” icon in the upper-right corner of your computer screen.

Once you click on this icon, you can easily change the quantity you want to purchase of a particular item in your cart by updating the quantity listed and then clicking the “Update cart” link.

You can also delete any item in your cart by clicking the “Remove” checkbox to the left of that item and then updating your cart with the “Update cart” link.

B. How do I add items to my cart?

Choose the product from the category page and you will be taken to the product page, choose the color, size and quantity and then click on “ADD TO CART” and the product will be added in the cart.

You can also quickly add items on your cart by hovering over the product card and pressing the size icon for desktop users or clicking the "+" icon on the top right corner for mobile users.

C. How do I remove items from my cart?

You can delete any item in your cart by clicking the “x” sign on the cart page, it will automatically update the cart.

D. How do I change the quantity of a particular item in my cart?

To change the quantity of an item in your cart, open the cart and press either the "+" or "-" sign to adjust your cart, the quantity will be automatically updated.

E. What if I order something and it is out of stock?

Unfortunately, due to popular demand, some items do sell out quickly online – if you see something online that you want to have, be sure to snap it up quickly! If you do happen to miss out, contact us at support@squatwolf.com and we will let you know if and when the item will be available.

Once we get a shipment of new stock and it becomes available for purchase, you will be sent an email informing you of its availablity.

F. Where can I find sizing information?

You can find the size guide on the product pages and press the "size chart" button right under the sizes.

2. Delivery Info

A. What are the shipping times and charges?

Please check all the up to date shipping and delivery information on our SHIPPING AND DELIVERY PAGE.

B. What time can I expect my order delivery?

Delivery times are usually between 7 am to 9 pm, local time. However, it can vary according to the country and the courier service.

Once you have received the tracking number and shipping information. You can call the respective courier company to schedule delivery at your preferred time during the business hours on the weekdays.

C. What if no one is home during delivery? Do I need to sign for receiving?

We understand that you may not be available to receive your package. A signature is not always required for the parcel. If you have paid online, our delivery team can deliver your parcel to anyone available at the address. If the order is Cash on Delivery(CoD), please instruct the receiving person to hand the CoD amount to the delivery guy.

You can always track your package with the tracking code from the courier company. If you cannot track your parcel then email us at support@squatwolf.com, and we will track down your parcel.

D. Do you ship in my country?

We deliver orders worldwide in over 200 countries.

Please check all the up to date shipping and delivery information on our SHIPPING AND DELIVERY PAGE.

E. Will I be charged customs and import duties?

 

Unfortunately, SQUATWOLF cannot control any customs charges or import duties which are applied on your package by your local customs.

Here’s the good news, custom duties are not applicable on all orders. Please read more about it on our CUSTOMS PAGE.

 

F. Do you order to PO Box, BFPO and APO Addresses?

Unfortunately, we don’t deliver on PO Box, BFPO and APO addresses. You will need to provide us with full residential or commercial addresses.

G. What shipping provider do you use?

Our shipping partners are Aramex, DHL, Elite, and Naqel.

3. My Order Info

A. Where is my order?

Once your order is placed and processed, you'll receive an email confirmation which includes all the relevant details regarding your order. Please know the shipping times for your order.

If your order did not arrive within the shipping time, then email us at support@squatwolf.com, or go to squatwolf.com and message chat support.

B. Can I track my order?

Yes, you can track your order once the order has been dispatched from SQUATWOLF facility. As soon as the order is dispatched from our warehouse, you will receive a tracking number and the courier website address to track your order in real time.

If you do not receive the tracking number after 2 days of placing the order, you can get the tracking number by either emailing us at support@squatwolf.com or get hold of customer chat support at www.squatwolf.com.

C. I entered wrong item/shipping address, what should I do?

If you have entered the wrong item/size, or even a wrong shipping address in your checkout, and the order is already placed, contact our staff within 12 hours at support@squatwolf.com, with all your relevant details, so that our team can promptly resolve the issue.

If, for whatever reason, you have failed to notify our team within 12 hours of placing your order:

Incorrect address: Still notify us, we will do our best to change the delivery address if the order hasn’t been delivered already. Or contact the address where you have sent the address. Only they will be able to return the package to you.
Incorrect item: You will have to wait till you receive your items and then return it to us.

In both cases, we are not responsible for the delivery charges if you incurred any.

D. Why was my order cancelled?

Our items sell out extremely fast due to such high demand and on occasion, an item you have ordered can suddenly become unavailable. These cases are extremely rare but can happen from time to time.

If the item you order does sell out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains multiple items, we will dispatch the rest of your order and refund the out of stock item.

E. How can I pay for my order?

We accept payment for your order from the following credit and debit cards: Visa, Visa Debit, MasterCard, American Express and Diners Card.

You can also pay via: Amazon Pay, Apple Pay, Klarna, PayPal, Afterpay, Tabby, and Postpay.

We also offer Cash on Delivery (CoD) in UAE. Since, CoD is costly outside UAE, we charge USD 10 or equivalent for cash on delivery in KSA, Kuwait, Bahrain, Oman and Jordan.

F. I received the wrong/faulty item or an incomplete order. What can I do?

In a rare case that you have received a wrong/faulty item or an incomplete order, please contact our friendly staff at support@squatwolf.com and outline that you’re reporting a FAULTY item in the subject of your email. We will arrange a free collection from you with the relevant courier service. We will need the following details from you in order to proceed with replacing your faulty item:

• Your Order ID number
• Pictures evidence of the faulty item
• Description of the issues you have with the faulty item
• Any relevant contact information

G. I think my order is misplaced. What can I do?

If you believe your order is misplaced during delivery. Email us immediately at support@squatwolf.com

H. I just placed my order. How can I cancel it?

Email us at support@squatwolf.com within 12 hours of order placed. If you fail to email us, wait for the order to arrive. Once delivered, send it back to us within 7 days. As our facility receives your returned package, we will refund your order. Please note that customer maybe the bearer of delivery charges, depending on the location. Also note, the package is unopened as you planned to cancel the order.

I. I would like to change my order. What should I do?

If the order has been placed and you would like to change the order, please email us at support@squatwolf.com.

4. Returns & Exchanges

A. How do I return the product if I don’t like it?

SQUATWOLF offers hassle-free Exchanges & Returns. Please read more about it on our RETURNS AND EXCHANGE PAGE.

B. How can I exchange the order for incorrect size, color or item itself?

If for any reason you are not satisfied with the product color or size and want to exchange, please make sure you email us at support@squatwolf.com. Items must be sent back to us in the original condition with all tags within 14 days of receiving your order.

SQUATWOLF wants its customer to have a smooth shopping experience. We offer free exchanges for our customers for wrong sizes or faulty product.

C. Can I get a refund for my shipping costs when exchanging an item?

We offer free exchanges and returns on GCC order, for rest of the world, the customer has to pay for the returns and once the returns are received we will send you the exchanges.

Cash-on-delivery orders are not eligible for refunds, a store credit of equal value will be reserved instead.

5. Payments

A. How do I pay for the order if I don’t have a credit card?

We offer Cash on Delivery (CoD) in UAE. Since, CoD is costly outside UAE, we charge USD 10 or equivalent for cash on delivery in KSA, Kuwait, Bahrain, Oman and Jordan.

B. How do I know if the order is successfully placed?

Once you have placed an order, you will receive an email confirmation listing all the relevant details of the transaction. Please make sure to check your spam folder as well.

C. When do you charge the credit card?

Your card will be charged immediately when you place an order. Please make sure you have enough limit on your credit card, else the transaction would decline.

D. Is ordering online safe?

We accept online payments through most secured and military-grade encrypted payment platforms like 2Checkout, BlueSnap and PayTabs. Plus, the entire SQUATWOLF website is SSL Encrypted, so all your information, including the credit card details are absolutely safe.

E. What currency exchange rates you offer?

International standard exchange rates apply at the time of the payment.

F. How secure are my credit card details?

All credit card transactions on the website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.

G. What are your payment options?

You can pay via: Amazon Pay, Apple Pay, PayPal, Mastercard, Visa, American Express, Klarna, Afterpay, Tabby, and Postpay.

6. Promotions

A. Can I get a different color from the bundle offer?

Yes, email us at support@squatwolf.com or speak to chat support on our website.

Let us know with the details regarding the product and color, and we would do our best to fulfill your request.

B. How do I use promotion code?

On the checkout page, enter your code in the "gift card or discount code” section.

7. Account Info

A. I have forgotten my password. What can I do?

If you have forgotten your password, then click on the ‘forgot password’ button on the login screen. You will be asked to enter your email address on the next page.

Once you enter it and hit send, you will receive an email to change your password. Open the email, and click on the link to change password. Another page will open where you can type in your new password.

B. I cannot login to my account. What can I do?

Email us at support@squatwolf.com if the login page gives you an error other than ‘incorrect password’ or ‘incorrect email’.

8. Other Info

A. Can you inform me if a specific size or color is available?

Yes, email us at support@squatwolf.com the product, color and size you want. We will inform you through email once your requested item is available.

B. Where are your products manufactured?

Designed in UAE and most of them are made in China. But we do have suppliers in other countries as well.

C. I sent you an email an hour ago and I have not heard back yet!!

We can’t wait to get in touch with you and will be more than happy to assist you, please bear with us as we receive a high volume of emails and orders. We will get back to your query as soon as possible.

D. Do you offer bulk discounts?

For bulk discounts, please contact us at support@squatwolf.com.

We can’t wait to get in touch with you and will be more than happy to assist you, please bear with us as we receive a high volume of emails and orders. We will get back to your query as soon as possible.

E. Who do I contact if I need other help?

You can always write us at support@squatwolf.com or reach us on our Instagram (@squatwolf) Facebook (facbook.com/squatwolf).

Anything we haven’t answered?

Drop us a message at:

Email: support@squatwolf.com

We will get back to you as soon as possible.

FREQUENTLY ASKED QUESTIONS

PACKVIP is a customer rewards program that offers elite services, gifts, experiences and discounts to our most loyal customers. The more you spend and engage with SQUATWOLF, the better your status, benefits and rewards!

Joining is easy! You can enrol in the PackVIP rewards program by making an account at squatwolf.com by providing your first and last name and email address. The program is free to join so once you enrol, you can start enjoying the benefits right away!

Your benefits and rewards as a PackVIP member depends on your PackVIP member status. Your benefits will grow as you achieve a higher status. Just for enrolling, all PackVIP members receive early access to sale, exclusive members’ discount and 10% discount on redemption of points. For a full list of benefits and rewards for all PackVIP member tiers, see the chart below or visit our VIP Pack rewards terms & conditions page for more information.

Your PackVIP status is based on how many points you earn in a calendar year. OMEGA: 0–2,999 Program Points DELTA: 3,000-6,999 Program Points BETA: 7,000-14,999 Program Points ALPHA: 15,000+ Program Points

There are several ways to earn points: 1. Make a purchase! Every dollar you spend on an eligible purchase (excluding amounts spent on tax) earns you 10 points.* $1=10 points. Similarly, AED 3.6 = 10 points SAR 3.7 = 10 points QAR 3.6 = 10 points KWD 0.3 = 10 points OMR 0.4 = 10 points BHD 0.4 = 10 points GBP 0.9 = 10 points EUR 1.0 = 10 points AUD 1.5 = 10 points 2. Create an account → earn 150 Points 3. Refer friends → earn 1000 points if you are at OMEGA or DELTA status, 1500 points if you are at BETA status and 2000 points if you are at ALPHA status. 4. Leave a review via email → 14 days after making a purchase you will receive an email to review the products you purchased. When you click the link in the email and write a review at squatwolf.com, you will earn 100 points. 5. Add a photo to your review → Adding a photo to your review gets you additional 50 points 6. Follow us on Instagram → earn 50 points (once per lifetime) 7. Follow us on Twitter → earn 50 points (once per lifetime) 8. Happy Birthday → earn 10 points by adding your birthday details.

Based on your status, you can redeem points as follows: Points Redemption Omega Delta Beta Alpha  10% discount 2000 2000 2000 2000  15% discount x 3000 3000 3000  20% discount x x 7000 7000  

Only if you do not make a purchase in an entire calendar year. For example, you earned 1500 points for making a purchase + other activities on 1st Jan 2022 and did not make another purchase till 31st Dec 2022, 1500 points will expire on 1st Jan 2023. We will notify you before your points are about to expire.

As you earn points you are moving up the tiers and you will maintain that tier for a period of 12 months even after redeeming your points. At the end of 12 months period your status is reevaluated based on your purchases. If you made enough purchases to maintain your current status, your status will not expire, if you didn’t not, then you will be moved down to the status that fits the best.

We encourage PackVIP members to use a single email address and single account for all transactions to ensure you receive points toward your PackVIP tier status.

At this time you can earn points for purchases made only at squatwolf.com. You cannot currently earn PackVIP points for any purchases made on a Partner’s online or retail store, or from any department store, specialty store, off-price retailer or any other wholesale retailer.

PackVIP points are added to your account immediately after the purchase. However, if you make a return within 14 days, as per the exchange/return policy, your points will be deducted accordingly.

You can refer as many friends as you like, there is no limit to it.

The referred customer must make a purchase and use the coupon code at checkout in order for the referral to be successful. You will earn points if the new customer's first order is equal to or over $120.

If your PackVIP account includes your birthday, and you are a Delta, Beta or Alpha member, you are eligible for an annual birthday reward. Omega members do not receive an annual birthday reward. Approximately two weeks before your birthday you will receive an email with a special birthday reward. Redemption instructions, as well as any other applicable terms and conditions, will be provided in the email. You can redeem your reward at squatwolf.com. Want to make sure you’re on the birthday list? Add your birthday information to your PackVIP birthday section in ways to earn points.

It will take up to 24 hours for your points to appear in your PackVIP account.

Please contact customer service at support@squatwolf.com