Refund policy

Return & Refund Policy

TrailPaw | Last Updated: September 10, 2026 | Governing Jurisdiction: Province of Alberta, Canada

Damaged, faulty, wrong, or lost - we cover it completely

If your item arrives damaged, faulty, or isn't what you ordered, email support@trailpaw.ca with your order number and a photo within 2 days of delivery. We will send a replacement or issue a full refund at no cost to you, and in most cases you will not need to ship anything back.

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

Please open and check your order as soon as it arrives.

Changed your mind

You have 30 days from delivery to return an unwanted item. It must be unused and in its original packaging.

Change-of-mind returns are at your expense:

You pay the return shipping
A 15% restocking fee applies, calculated on the price you paid for the item
Our original outbound shipping cost for your order is not refunded - every TrailPaw order ships free to you, and that cost is real on our side. We will tell you that amount when we approve your return, before you ship anything back

Email support@trailpaw.ca to start one and we will send you the return address. Please do not ship anything back before we reply - returns sent without approval cannot be processed.

Cancelling or changing an order

Orders can be changed or cancelled within 12 hours of being placed, before they enter processing. Email support@trailpaw.ca.

Refunds

Approved refunds are issued to your original payment method within 5-10 days.

Not covered

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
A change-of-mind return started more than 30 days after delivery
Items returned used, or without their original packaging