Returns & Refunds

If something arrives damaged, faulty, wrong, or never arrives at all, we fix it completely and at our cost. Anything else, the costs are shared — and we would rather say that plainly than surprise you later.

Damaged, faulty, wrong, or lost — free, and on us

Email support@trailpaw.ca with your order number and a photo, within 2 days of delivery
We reply within 24-48 hours
We send a replacement or refund you in full — at no cost to you, and usually with nothing to ship back

If your package is lost in transit, tell us within 14 days of your expected delivery date and we will reship or refund in full.

Changed your mind — 30 days, at your cost

You have 30 days from delivery. The item must be unused and in its original packaging.

You pay the return shipping
A 15% restocking fee applies, on the price you paid for the item
The original outbound shipping we paid on your order is not refunded

Email us first and we will send you the return address. Please don't ship anything back before we reply.

Cancelling an order

Within 12 hours of placing it, before processing starts.

Refunds

Approved refunds go back to your original payment method within 5-10 days.

Not covered

Damage from use, chewing or rough play
Normal wear and tear
Final sale items
A fault reported more than 2 days after delivery
Items returned used or without original packaging

Not sure before you buy?

Email us. Sizing, materials, whether it fits your rig or your dog — ask first and we will give you a straight answer. It is cheaper for both of us than a return.

— The TrailPaw Team