Frequently Asked Questions

Shipping

How long does shipping take?

Orders are fulfilled within 1-3 days. Once shipped, delivery typically takes 3-8 days depending on your location and carrier.

How much does shipping cost?

Shipping is FREE on every order to Canada and the USA — no minimum.

Will I get a tracking number?

Yes. You'll receive a tracking number by email as soon as your order ships.

Returns & Refunds

What's your return policy?

If your item arrives damaged, faulty, or isn't what you ordered, email support@trailpaw.ca with a photo within 2 days of delivery — we replace or refund it in full at no cost to you. Lost in the mail? Tell us within 14 days and we reship or refund.

Changed your mind? You have 30 days to return an unused item in its original packaging. You pay return shipping, a 15% restocking fee applies, and the original outbound shipping isn't refunded. Email us first for the return address.

My item arrived damaged. What do I do?

We're sorry to hear that. Email support@trailpaw.ca right away with a photo — within 2 days of delivery — and we will send a replacement or a full refund at no cost to you, in most cases with nothing to ship back.

Products

Are your products suitable for large dogs?

Most of our products come in multiple sizes. Check the product page for sizing details. If you're unsure, email us and we'll help you choose.

Are your products waterproof?

It depends on the product. Waterproofing details are listed on each product page. When in doubt, reach out!

Orders

Can I change or cancel my order?

Orders can be modified or cancelled within 12 hours of being placed. After that, the order may already be in processing. Email us at support@trailpaw.ca immediately and we'll do our best.

I haven't received my order. What should I do?

First, check your tracking link. If your estimated delivery date has passed, contact us at support@trailpaw.ca and we'll investigate right away.

Still Have Questions?

We're happy to help. Email us at support@trailpaw.ca and we'll get back to you within 24-48 hours, or call us at (403) 879-6354.

TrailPaw · 5005 Dalhousie Dr NW, Unit 175, Box 1352, Calgary, AB T3A 5R8, Canada

— The TrailPaw Team