The TrailPaw Guarantee

If it arrives damaged, faulty, or wrong — we're not done until it's right.

That is the promise, and it is the one we keep completely.

Damaged, faulty or wrong — we fix it free

Email a photo to support@trailpaw.ca within 2 days of delivery and we will send a replacement or issue a full refund at no cost to you. In most cases there is nothing to ship back and nothing for you to pay.

Lost in the mail — reshipped or refunded

If your package is lost in transit we will reship your order or refund you in full. Tell us within 14 days of your expected delivery date.

Free shipping, every order

Canada and the USA, no minimum, on everything we sell.

Changed your mind — that one is different

We can take an unwanted item back within 30 days, unused and in its original packaging, but the costs are yours: return shipping, a 15% restocking fee on the price you paid, and the original outbound shipping is not refunded.

We are a small independent retailer and every order ships to you free. That is a real cost on our side, and a returned item cannot go back on the shelf. So we would much rather answer your questions before you order — email us and ask anything.

What we do not cover

Damage from use, chewing or rough play — dogs are dogs, but we cannot warranty teeth
Normal wear and tear over time
Final sale items
A fault reported more than 2 days after delivery
Items returned used or without their original packaging

How long things take

We reply to every email within 24-48 hours
Orders can be changed or cancelled within 12 hours of being placed
Approved refunds are issued within 5-10 days, to your original payment method

How to start a claim or a return

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. We will reply with what happens next — including the return address if one is needed. That is the whole process: no forms, no phone tree.

Email: support@trailpaw.ca
Hours: Monday to Friday, 9AM-5PM Mountain Time
Response time: within 24-48 hours

See also our full Refund Policy and Shipping Policy.

— The TrailPaw Team