The TrailPaw Guarantee

We stand behind every product in our store. If you're not happy, we're not done.

If it arrives damaged, defective, or wrong — we fix it free

This is the one that matters most. If your item turns up damaged, faulty, or simply isn't what you ordered, email us a photo at support@trailpaw.ca and we'll send a replacement or issue a full refund at no cost to you. You don't need to ship anything back, and you won't be out of pocket. We cover all associated costs.

Lost packages

If your package is lost in transit, we'll reship your order or issue a full refund. We've got you covered. Just let us know within 14 days of your expected delivery date.

30-day returns

Changed your mind? You have 30 days from delivery to request a return. Items need to be unused and in their original packaging. There is no restocking fee, ever.

Shipping costs, stated plainly

• Shipping to you: free. Every order, Canada and the US, no minimum.
• Change-of-mind returns: return shipping is paid by you. We recommend a trackable method.
• Our error, or a damaged, faulty, wrong or lost item: we cover everything.
• Original shipping costs aren't refundable unless the return is due to our error.

How long it takes

• We reply to every request within 1–2 business days.
• Once a return arrives and is inspected, approved refunds are issued within 5–7 business days.
• Refunds go back to your original payment method.

What isn't covered

We'd rather be straight with you than write a promise we can't keep:

• Items that have been used, or returned without their original packaging
• Damage from chewing or rough play — dogs are dogs, but we can't warranty teeth
• Normal wear and tear over time
• Final sale items
• Requests made more than 30 days after delivery

How to start a return or claim

Email support@trailpaw.ca with your order number, what went wrong in your own words, and a photo if the item is damaged or faulty. That's the whole process — no forms, no phone tree.

Our promise

TrailPaw exists to make your adventures with your dog better. Every product we sell is chosen because we believe in it. If something doesn't meet that standard, we want to know — and we'll fix it.

Email: support@trailpaw.ca
Hours: Monday to Friday, 9AM–5PM Mountain Time
Response time: within 1–2 business days

TrailPaw · 5005 Dalhousie Dr NW, Unit 175, Box 1352, Calgary, AB T3A 5R8, Canada
Alberta Registration TN28320539 · Business Number 703598037

See also our full Refund Policy and Shipping Policy.

Adventure with confidence.
— The TrailPaw Team