⏱️ Processing Times vs. Shipping Times

Please note that Processing Time is the time it takes to create or pack your item, and Shipping Time is the time it takes the carrier to deliver your package to your doorstep. These two timelines are separate.

• Standard Ready-to-Ship Items: Orders containing non-custom items (standard inventory) are processed and shipped within 2–4 business days.
• Custom & Made-to-Order Items (Leashes & Personalized Gear): Because these pieces are 100% hand-braided and customized to your specifications, please allow 2–5 business days for production before your item ships.
  

If your order contains both standard and custom items, the entire order will ship together once the custom item is completed.

🚚 Canada Post Shipping Options

We ship exclusively through Canada Post to ensure your gear arrives securely. Real-time shipping charges will be dynamically calculated and displayed at checkout based on your delivery address. You can choose from the following options:

Within Canada

• Canada Post Regular Parcel: Reliable ground delivery. Estimated 2–9 business days after processing.
• Canada Post Expedited Parcel: Faster, delivery-guaranteed ground service. Estimated 1–7 business days after processing.
• Canada Post Xpresspost: Next-day or early-delivery service. Estimated 1–3 business days after processing.
  

📦 Please Note: Delivery timelines are estimates provided by Canada Post and are not guaranteed by Paw's Line. Delivery times may vary depending on destination proximity, winter weather events, or high-volume holiday mailing seasons.

📍 Address Verification & Delivery Protection

• Address Accuracy: Please double-check your shipping address during checkout. We cannot redirect a package once it has been handed over to Canada Post. Paw's Line is not responsible for items delivered to an incorrect or incomplete address provided by the customer.
• P.O. Boxes: Because we use Canada Post, we are fully able to deliver to domestic P.O. Boxes and rural route addresses.
  

🔍 Tracking Your Order

Once your order has been handed over to the carrier, you will receive a shipping confirmation email containing a tracking number. Please allow up to 24 hours for the tracking information to update on the carrier’s website.

💔 Lost, Damaged, or Missing Packages

Once a package is transferred to Canada Post, the legal risk of loss passes to the buyer. However, we want to ensure you and your pup have a flawless experience:

• Damaged in Transit: If your package arrives structurally damaged, please take clear photos immediately and contact us at [email protected] within 48 hours of delivery so we can help file an insurance claim with Canada Post.
• Marked as "Delivered" but Missing: If your tracking says delivered but your package is nowhere to be found, please check community mailboxes, parcel lockers, or with household members/neighbors first. If it is still missing after 24 hours, contact us to help file a service ticket with Canada Post to investigate the GPS delivery coordinates.
  

📬 Questions?

If you have any questions regarding your shipment or need an update on your custom layout, please reach out to us at [email protected] with your Order Number.