Shipping
1. How long does shipping take?
Orders are processed in 1 to 3 business days, then delivery takes an estimated 7 to 15 days. Business days don't include weekends or holidays. From late November to January, carriers are swamped, so allow a few extra days.
Products printed, embroidered or personalized on demand are made after you order: allow about 1 to 4 weeks in total, depending on the item. The exact time is shown on each product page.
2. Where do the products ship from?
Our winter accessories are shipped directly by our logistics partners, mainly from Asia. That's why an order with several items may arrive in more than one package, on different dates.
3. How much is shipping?
It's free anywhere in Canada on orders of $75 or more (subtotal after discounts). Under that amount, it's $5.99 per order. For personalized products, shipping is always included in the price. The exact amount is shown before checkout.
4. Will I get a tracking number?
Yes. You'll get an email with your tracking number as soon as your package ships. It can take 1 to 3 days before it shows any movement. That's normal.
5. Do you ship everywhere in Canada? What about outside Canada?
We ship to all provinces and territories. Delivery may take longer to some remote areas. For now, we don't ship outside Canada.
6. Can I get my order before Christmas?
Order accessories before December 1 and personalized products before November 25. After those dates, we'll do our best, but we can't guarantee delivery before Christmas.
Customs and taxes
7. Will I have to pay customs or brokerage fees?
Our shipments are sent duties paid, so normally you have nothing to pay on delivery. If you're ever asked to pay customs or brokerage fees on an order from us, write to us before you pay. We'll take care of it.
8. Are taxes included in the prices?
For now, Pawlaire is a small supplier under tax law, so we don't collect GST/HST or QST. The price you see is the price you pay, plus shipping if applicable. If that ever changes, taxes will always be shown before payment.
Sizing
9. How do I pick the right size?
Every product page has its own size chart in centimetres, and our size guide explains what to measure. For boots, it's the width of the front paw; for coats and harnesses, it's the chest girth. If you're between two sizes, we recommend the larger one.
10. My pet is between two sizes, or has an unusual build. Can you help?
Happy to! Email us their measurements (in cm), breed and weight at contact@pawlaire.ca, and we'll get back to you with a recommendation, usually within 1 business day.
Returns and exchanges
11. What's your return policy?
You have 30 days after you receive your order to request a return or exchange. Items must be unused (not worn outside), unwashed, in their original condition, with their tags and, if possible, their packaging. Write to us before you ship anything back. We'll give you the return address.
Exception: products printed, embroidered or personalized on demand (like our embroidered toque or an item with your pet's name or photo) are made especially for you. They can't be returned or exchanged if you change your mind or pick the wrong size, but they're always replaced or refunded if they arrive defective or damaged. All the details are in our return policy.
12. How does the free first size exchange work?
Write to us with your order number and the size you want. We'll send you the new size with no shipping fees, once per item. This exchange applies to regular items, not to products printed, embroidered or personalized on demand.
13. How long does a refund take?
As soon as your request is approved, we issue the refund to your original payment method, within 15 days at the latest. It then shows up on your statement based on your bank's processing times. Return shipping costs are on you, unless the item is defective or we made a mistake.
14. My item arrived damaged, or it's the wrong one. What do I do?
Sorry about that! Write to us within 30 days of receiving it, with your order number and a photo. We'll send you a replacement or refund you, your choice, at no cost.
15. My package is late or says “delivered,” but I don't have it. What do I do?
First, check the tracking and look around (neighbours, community mailbox, pickup counter). If your package is more than 5 business days past the estimated delivery time, or if it shows as delivered but never arrived, write to us. We'll open an investigation with the carrier and work out a solution with you.