Question 1

A. HOW DO I VIEW WHAT’S IN MY SHOPPING CART?

Accepted Answer

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.

Question 2

B. HOW DO I ADD ITEMS TO MY CART?

Accepted Answer

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.

Question 3

C. HOW DO I REMOVE ITEMS FROM MY CART?

Accepted Answer

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

Question 4

D. HOW DO I CHANGE THE QUANTITY OF A PARTICULAR ITEM IN MY CART?

Accepted Answer

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.

Question 5

E. WHAT IF I ORDER SOMETHING AND IT IS OUT OF STOCK?

Accepted Answer

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.

Question 6

F. WHERE CAN I FIND SIZING INFORMATION?

Accepted Answer

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

Question 7

A. WHAT ARE THE SHIPPING TIMES AND CHARGES?

Accepted Answer

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

Question 8

B. WHAT TIME CAN I EXPECT MY ORDER DELIVERY?

Accepted Answer

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.

Question 9

C. WHAT IF NO ONE IS HOME DURING DELIVERY? DO I NEED TO SIGN FOR RECEIVING?

Accepted Answer

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.

Question 10

D. DO YOU SHIP IN MY COUNTRY?

Accepted Answer

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.

Question 11

E. WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?

Accepted Answer

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.

Question 12

F. DO YOU DELIVER TO PO BOX, BFPO AND APO ADDRESSES?

Accepted Answer

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

Question 13

G. WHAT SHIPPING PROVIDER DO YOU USE?

Accepted Answer

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

Question 14

A. WHERE IS MY ORDER?

Accepted Answer

Once your order is placed and processed, you'll receive a confirmation email with
all the relevant details about your order.

If your order hasn't arrived within the expected timeframe based on the delivery option you’ve selected at the time of checkout, please feel free to
contact via email at support@squatwolf.com or chat with our support team on
squatwolf.com.

Question 15

B. CAN I TRACK MY ORDER?

Accepted Answer

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.

Question 16

C. I ENTERED WRONG ITEM/SHIPPING ADDRESS, WHAT SHOULD I DO?

Accepted Answer

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.

Question 17

D. WHY WAS MY ORDER CANCELLED?

Accepted Answer

Here are some of the most common reasons that orders get cancelled:

Payment issues: There might have been a problem processing your payment, such as insufficient funds, declined credit card, or 3D secure authentication failure.
Inventory issues: The item you ordered might be out of stock or unavailable.
Order security concerns: If there's a suspicion of fraudulent activity, the order might be flagged for cancellation if verification is not successful.
Order cancellation by you: It's possible you cancelled the order yourself.

Question 18

E. HOW CAN I PAY FOR MY ORDER?

Accepted Answer

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.

Question 19

F. I RECEIVED THE WRONG/FAULTY ITEM OR AN INCOMPLETE ORDER. WHAT CAN I DO?

Accepted Answer

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

Question 20

G. I THINK MY ORDER IS MISPLACED. WHAT CAN I DO?

Accepted Answer

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

Question 21

H. I JUST PLACED MY ORDER. HOW CAN I CANCEL IT?

Accepted Answer

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.

Question 22

I. I WOULD LIKE TO CHANGE MY ORDER. WHAT SHOULD I DO?

Accepted Answer

We process orders quickly to get them to you as soon as possible, which means we're usually unable to make changes once they've been placed. If something isn't quite right with your order, our returns and exchanges process is a simple way to get what you need. You can find all the details here: RETURNS AND EXCHANGE PAGE.

Question 23

A. HOW DO I RETURN THE PRODUCT IF I DON’T LIKE IT?

Accepted Answer

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

Items purchased online are eligible for returns only via the online platform, while items bought at the retail store can be returned at the store with the original receipt.

Question 24

B. HOW CAN I EXCHANGE THE ORDER FOR INCORRECT SIZE, COLOR OR ITEM ITSELF?

Accepted Answer

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.

Question 25

C. CAN I GET A REFUND FOR MY SHIPPING COSTS WHEN EXCHANGING AN ITEM?

Accepted Answer

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, an online credit of equal value will be reserved instead.

Question 26

D: WHAT IS THE PROCESS AND TIMELINE FOR COMPLETING A RETURN OR EXCHANGE?

Accepted Answer

The timeline for returns and exchanges depends on your location and typically takes up to 14 days to complete.

Here’s a step-by-step breakdown of the process:

Return Submission: Once you have submitted your return request, the return label will be sent to you via email within 24 working hours.

Pickup: Your return items will be picked up within 2 business days after the return label is generated.

In Transit: 

For UAE: Once the items are picked up, they will be delivered to our warehouse within 2 business days.
Across GCC: Delivery to our warehouse within 3 - 4 business days.
For non-GCC locations: Delivery may take 6 - 7 business days.

Quality Check: Once the items arrive at our warehouse, the quality check is completed within 48 working hours.

Online Credit: If you opt for an exchange, you will receive an online credit within 24 working hours after the quality check is complete.

Refund: Refunds are processed within 24 working hours after the quality check is completed. Depending on your bank, the refund may take up to 6 to 7 business days to appear in your account/card.

Question 27

A. HOW DO I PAY FOR THE ORDER IF I DON’T HAVE A CREDIT CARD?

Accepted Answer

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.

Question 28

B. HOW DO I KNOW IF THE ORDER IS SUCCESSFULLY PLACED?

Accepted Answer

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.

Question 29

C. WHEN DO YOU CHARGE THE CREDIT CARD?

Accepted Answer

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.

Question 30

D. IS ORDERING ONLINE SAFE?

Accepted Answer

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

Question 31

E. WHAT CURRENCY EXCHANGE RATES YOU OFFER?

Accepted Answer

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

Question 32

F. HOW SECURE ARE MY CREDIT CARD DETAILS?

Accepted Answer

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.

Question 33

G. WHAT ARE YOUR PAYMENT OPTIONS?

Accepted Answer

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

Question 34

A. CAN I GET A DIFFERENT COLOR FROM THE BUNDLE OFFER?

Accepted Answer

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.

Question 35

B. HOW DO I USE PROMOTION CODE?

Accepted Answer

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

Question 36

A. I HAVE FORGOTTEN MY PASSWORD. WHAT CAN I DO?

Accepted Answer

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.

Question 37

B. I CANNOT LOGIN TO MY ACCOUNT WHAT CAN I DO?

Accepted Answer

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

Question 38

A. CAN YOU INFORM ME IF A SPECIFIC SIZE OR COLOR IS AVAILABLE?

Accepted Answer

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.

Question 39

B. WHERE ARE YOUR PRODUCTS MANUFACTURED?

Accepted Answer

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

Question 40

C. I SENT YOU AN EMAIL AN HOUR AGO AND I HAVE NOT HEARD BACK YET!

Accepted Answer

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.

Question 41

D. DO YOU OFFER BULK DISCOUNTS?

Accepted Answer

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