FAQ
Frequently Asked Questions
Got questions? We've got answers. If you don't find what you're looking for, hit us up at support@wigwagshop.com.
Shipping & Delivery
Where do you ship?
We currently ship to Hong Kong, the United States, and Canada. We're working on expanding to more countries — sign up for our newsletter to be notified when we ship to your area.
How long does shipping take?
Processing takes 1-2 business days. Delivery times vary by location:
- Hong Kong: 2-3 business days
- United States: 7-14 business days
- Canada: 10-18 business days
Final shipping times will be confirmed once our shipping partner is finalized.
How much is shipping?
Shipping rates depend on your location and order value. Free shipping is available on orders over a certain threshold. Exact rates will be shown at checkout and updated on our Shipping Policy page soon.
Do you offer free shipping?
Yes! Free standard shipping is available on orders over a minimum purchase amount. The threshold varies by region — check your cart at checkout for details.
Can I track my order?
Absolutely. Once your order ships, you'll receive a confirmation email with a tracking number and link.
Returns & Exchanges
What's your return policy?
We accept returns within 30 days of delivery. Items must be unused, in original condition, and with all tags attached. For full details, see our Return & Refund Policy.
How do I start a return?
Email us at support@wigwagshop.com with your order number and reason for return. We'll send you a return authorization and instructions.
Do you offer exchanges?
The fastest way to get a different size or color is to return your item for a refund and place a new order. This ensures availability and faster delivery.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, unless the item is defective or we made an error with your order.
Products & Sizing
How do mittens fit? Should I size up or down?
Our mittens fit true to size. If you're between sizes or prefer a roomier fit (great for layering liners), we recommend sizing up. Check the size chart on each product page for exact measurements.
Are your mittens waterproof?
Yes! All WiGWAG mittens feature waterproof membranes and durable water repellent (DWR) coatings to keep your hands dry in any conditions.
What's the FREAKMITT System?
The FREAKMITT System is our modular mitten system that lets you customize your setup. Mix and match shells, liners, and accessories to build your perfect pair. Check out the System Packages page for the full lineup.
How do I care for my mittens?
- Air dry thoroughly after each use
- Hand wash cold with mild detergent when needed
- Do not machine dry — air dry only
- Reapply DWR treatment periodically to maintain water repellency
Orders & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are secure and encrypted.
Can I change or cancel my order?
We process orders quickly, but if you need to make changes, contact us as soon as possible at support@wigwagshop.com. Once an order has shipped, we can't make changes.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption and never store your full credit card information on our servers.
Warranty
Do your products come with a warranty?
Yes! All WiGWAG products come with a 1-year limited warranty against defects in materials and workmanship. See our Return & Refund Policy for full warranty details.
What's covered under warranty?
Manufacturing defects in materials and workmanship. Normal wear and tear, accidental damage, misuse, and cosmetic wear are not covered.
How do I make a warranty claim?
Email support@wigwagshop.com with your order number, photos of the issue, and a description. We'll review and get back to you within 2-3 business days.
Other
Do you offer gift cards?
Coming soon! Sign up for our newsletter to be the first to know when gift cards are available.
Do you have a physical store?
We're online-only for now, but we're working on pop-ups and retail partnerships. Follow us on social to find us at events near you.
How can I contact you?
The fastest way is email: support@wigwagshop.com. We typically respond within 24 business hours.