Pawfection FAQ

Orders & Delivery

Where do you ship?

We’re based in Toronto, Canada, and ship from here to the locations available at checkout.

  • You’ll see available countries/regions, shipping options and prices on the checkout page once you enter your address.
  • If your location doesn’t appear, we don’t currently ship there (yet).

What are your shipping costs and delivery times?

Shipping costs and delivery times depend on your shipping address, order size and the shipping method you select at checkout (standard, express, etc.).

In general:

  • Shipping cost: Calculated at checkout based on your address and chosen service.
  • Delivery time: Shown beside each shipping option at checkout (e.g. “X–Y business days”).
  • Peak times (like Black Friday or major promos) can add 1–2 business days for processing.

For the most accurate info, always check the shipping options shown at checkout – that’s the live rate from our carriers.

How do I track my order?

Once your order ships, you’ll receive a shipping confirmation email with:

  • Your tracking number
  • A link to the carrier’s tracking page

You can also:

  • Log into Your Account → Orders to view status and tracking (if you created an account at checkout).
  • If you haven’t received a tracking email, double-check your spam/junk folder and make sure the email you used is correct.

Want smoother updates next time?

Tick “Join the Pawfection pack” at checkout so we can send you shipping alerts + pet tips in one place.

My tracking says “delivered” but I don’t have my package

First, do a quick check:

  1. Check any safe places, community mailbox, concierge or reception.
  2. Ask other household members or neighbours.
  3. Check your tracking again for delivery notes (e.g. “left at front door / parcel locker”).

If it’s still missing after 24 hours:

  • Contact the carrier using your tracking number, then
  • Reach out to us with your order number + tracking info and we’ll help investigate.

Can I change or cancel my order after placing it?

We start processing orders quickly to keep delivery times fast, so we can’t guarantee changes once an order is placed.

If you need to change your address, items or cancel:

  1. Email us or use the contact form ASAP with your order number and request.
  2. If your order hasn’t been packed yet, we’ll do our best to update or cancel it.
  3. If it’s already shipped, you may need to wait for delivery and then start a return instead.

Shipping Details

Which carriers do you use?

We work with reliable carriers (e.g. Canada Post, UPS, FedEx or similar), depending on:

  • Your shipping address
  • The size/weight of your parcel
  • The service level chosen at checkout

The specific carrier and service will appear on your shipping confirmation email.

Will I pay duties or customs?

Depending on your shipping country/region:

  • Orders shipped within the same country usually do not incur duties.
  • International orders (if available at checkout) may incur local duties, taxes or handling fees charged by customs or the carrier.

Any estimated duties or taxes will be shown at checkout where possible. Otherwise, they are your responsibility to pay upon delivery, similar to other major ecommerce brands.

My order arrived damaged – what should I do?

If your pet’s package arrived damaged:

  1. Take clear photos of:

    The outer box/packaging

    The shipping label

    The damaged item(s)

  2. Contact us with your order number + photos within a reasonable time of receiving it.
  3. We’ll review and help arrange a replacement, credit or refund depending on the situation.

Returns & Refunds

What is your return policy?

We want both you and your pet to be happy.

  • Most unused items in original condition and packaging can be returned within 30 days of delivery for a refund to the original payment method.
  • Items must be clean, unused and hair-free (we love fur, just not on returns).
  • Some items may be final sale for hygiene/safety reasons (e.g. opened grooming products, certain pet health items, custom orders). These will be clearly marked on the product page.

For the full details, check our Returns Policy page.

How do I return my items?

To start a return:

  1. Go to our Returns page (linked in footer or your order email).
  2. Enter your order number + email.
  3. Select the item(s) you’d like to return and choose a reason.
  4. Follow the instructions to get your return label or return instructions.
  5. Pack items securely and drop off with the specified carrier.

We’ll email you as soon as your return is received and processed.

Do you offer exchanges?

Where stock allows, we’ll aim to offer:

  • Size/variant exchanges (e.g. different bed size, harness size, colour)
  • Or you can return for a refund and place a new order for the exact product you want.

Details will appear during the return process.

Do I have to pay for return shipping?

Return shipping depends on your region and the reason:

  • If an item is faulty or incorrect, we’ll typically cover the return shipping or offer a replacement where appropriate.
  • For change-of-mind returns, a return shipping fee may be deducted from your refund, similar to other premium ecommerce brands.

The exact amount will be shown in the returns portal or communicated by our support team.

I still haven’t received my refund

Refund timing depends on:

  1. Transit time for your return to reach our facility
  2. Processing time (once delivered, usually a few business days)
  3. Your bank/card provider (may take an additional 3–10 business days to post the refund)

If your return tracking shows delivered and it’s been more than 10 business days with no refund:

  • Double-check the card or payment method used
  • Then contact us with your order number + return tracking and we’ll take a look.

Payments & Promotions

What payment methods do you accept?

We accept most major payment methods you’d expect from a modern online pet store, such as:

  • Major credit/debit cards (e.g. Visa, Mastercard etc.)
  • Digital wallets (e.g. Apple Pay / Google Pay, where supported)
  • Other local payment options shown at checkout

All available payment methods will display on the checkout page.

My payment was declined – what should I do?

If your payment fails:

  1. Double-check your card details, billing address and 3-D Secure/verification code.
  2. Try another payment method or card.
  3. Contact your bank – they sometimes block new online or international charges automatically.
  4. If it still doesn’t work, screenshot the error (if possible) and contact us.

How do I use a discount or promo code?

  • Enter your promo code in the Discount code box at checkout and click Apply.
  • Most codes can’t be combined with other offers or codes.
  • Some codes are limited to certain products, collections, order values or new customers.

If your code isn’t working:

  • Check spelling + extra spaces
  • Make sure it hasn’t expired or already been used
  • Check if the items in your cart meet the terms of the promotion

Want first dibs on codes and early Black Friday access?

Join our email list – that’s where we release the best pet promos first.

Product & Sizing

How do I choose the right bed size for my dog or cat?

For beds, we recommend:

  1. Measure your pet from nose to tail while they’re sleeping stretched out.
  2. Add 10–20 cm (4–8 inches) for wiggle room.
  3. Compare the total length to the size chart on the product page.

If your pet is between sizes or still growing, go one size up so they don’t outgrow the bed too quickly.

Are your products vet-approved and safe?

We curate premium pet food, toys, grooming and vet-approved supplies wherever possible. Product pages will call out:

  • Safety notes (e.g. supervision for chewers, age/weight guidelines)
  • Materials and ingredient details
  • Any certifications or vet input where relevant

You know your pet best – always supervise new products and discontinue use if anything seems off.

When do items restock?

Popular pet beds, toys and tech can sell out fast (pets have good taste).

Restocks:

  • Depend on supplier availability and demand
  • Are announced in product restock alerts and sometimes via email

To be the first to know:

  • Use “Notify me when back in stock” on the product page where available
  • Join the Pawfection pack email list for restock drops & trending pet products, similar to how top brands announce limited runs.

Do you offer product warranties?

Some products may have a manufacturer’s warranty or a specific guarantee window. If a warranty applies, it will be mentioned on the product page or in the packaging.

If you believe a product is defective:

  • Contact us with your order number, photos and description, and we’ll help you with next steps (replace, refund or warranty claim where applicable).

Technical & Account

I’m having trouble logging into my account

Try this first:

  1. Make sure you’re using the same email you used at checkout.
  2. Click “Forgot password?” to reset your password.
  3. Check your spam/junk for the reset email.

If you still can’t get in, contact us with the email + full name you used and we’ll help you out.

I’m not receiving your emails

If you’re missing order or marketing emails:

  • Check spam/junk, “Promotions” and other filtered tabs.
  • Add our email address (e.g. support@pawfection.com) to your contacts.
  • Make sure you opted into marketing at checkout or via a sign-up form.

If that doesn’t solve it, reach out so we can double-check your subscription status.

The site isn’t working properly

If you see errors, pages not loading or issues at checkout:

  1. Refresh the page and try again.
  2. Clear your browser cache/cookies and/or try a different browser.
  3. Try using a different device or network (e.g. mobile vs. Wi-Fi).

Still broken? Screenshot the issue and send it along with your device + browser info so we can investigate.

General & Contact

Who is Pawfection?

Pawfection is your Toronto-based, local & online pet store, offering premium pet supplies for dogs, cats and other furry family members, with fast delivery and curated collections like Best Sellers, Trending and Everyday Essentials.

Our mission is simple:

Make it easy to keep your pets happy, healthy and spoiled – without making your life complicated.

How do I contact you?

Couldn’t find your answer here? No stress.

  • Email: [Insert support email]
  • Contact form: via our Contact page
  • We aim to respond within 1–2 business days, faster during normal periods (peak promo events may be slightly slower).

Do you have a newsletter or rewards program?

Yes – the Pawfection pack is our email community.

Sign up to:

  • Get exclusive pet deals & discount codes
  • Hear about new arrivals, drops and restocks first
  • Receive tips for dogs & cats, bundle suggestions and seasonal guides

You can join via any email pop-up, footer sign-up or at checkout. You can unsubscribe anytime.