Shipping policy
οΈ 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.
Ready-to-Ship Items: Pieces in stock in the colour and length shown are handmade in Newmarket, Ontario and ship within 10 business days.
Made-to-Order Items (collars, Make Your Own Design and custom colours): These pieces are braided just for you in Newmarket, Ontario and ship within 10β14 business days.
If your order contains both standard and custom items, the entire order will ship together once the custom item is completed.
π Canada Post Shipping Options
We ship within Canada only, coast to coast, with Canada Post. We don't ship to the United States or other countries at this time. Real-time shipping charges will be dynamically calculated and displayed at checkout based on your delivery address. You can choose from the following options:
π¨π¦ Within Canada
Priority: Our fastest Canada Post service, for when you need it there quickly.
Canada Post Expedited Parcel: Faster, delivery-guaranteed ground service. Estimated 1β7 business days after processing.
Canada Post Xpresspost: Next-day or early-delivery service. Estimated 1β3 business days after processing.
π¦ 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.
π 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: We deliver to P.O. boxes and rural route addresses anywhere in Canada.
π 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 carrierβs website.
π Tracking Your Order
Once your order has been accepted at the post office, you will receive an automatic shipping confirmation email containing your Canada Post tracking number. Please allow up to 24 hours for the tracking status to update on the official Canada Post website.
π 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.
π¬ 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.