Often, this is due to placing an order with a discount code. Certain offers for free bonus items, such as for the WOOF Freeball Package Booster or WOOF Freeball Jock, unfortunately cannot be combined with all other offers such as newsletter signup promotions. On the website, and in our email promotions it states that these promotions may not apply together. Additionally, please review the terms on any discount code email that you may have received and redeemed – for example, by signing up for our email newsletter.
If this does not solve your inquiry, or if you are missing items that do appear on your order confirmation, please submit a request from this page and we will be glad to make things right!