Contact Information | True North Paws

Last updated: October 8, 2026

1. Contact True North Paws

Thank you for shopping with True North Paws.

If you have any questions about our products, orders, shipping, refunds, or store policies, our customer support team is here to assist you.

Business Name: True North Paws

Website: https://truenorthpaws.shop

Country of Operation: Canada

Customer Support Email: truenorthpawsupport@gmail.com

2. Customer Support Hours

Our customer support operates Monday through Friday, excluding public holidays.

We aim to respond to customer inquiries within one business day.

Response times may be longer during weekends, holidays, or periods of increased customer inquiries.

Response times are estimates and are not guaranteed.

3. Order Questions and Support

For questions about an existing order, please contact truenorthpawsupport@gmail.com.

To help us assist you efficiently, include:

• Your order number.

• The email address used at checkout.

• A brief explanation of your question or concern.

Our team will review the available order information and provide assistance where possible.

4. Shipping and Tracking Questions

After placing an order, customers receive an order confirmation email.

Tracking information may or may not be available, depending on the supplier, shipping carrier, and delivery method.

If you have questions about shipping, estimated delivery, or the status of your order, please contact us with your order number.

We will review the available information and do our best to assist.

5. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

Include your order number, a description of the issue, and clear photographs where reasonably available.

We will review the situation and provide an appropriate resolution in accordance with our Refund and Return Policy and applicable consumer protection laws.

6. Returns, Refunds, and Cancellations

Customers wishing to request a return, refund, or order cancellation must contact us before sending products back.

Voluntary change-of-mind returns must be requested within 7 calendar days after receiving the order, subject to our Refund and Return Policy.

For order cancellations, we recommend contacting us as soon as possible, preferably within 24 hours after placing an order.

Cancellations cannot be guaranteed once fulfillment or shipping has begun.

Any mandatory legal cancellation or refund rights remain unaffected.

7. Lost Packages and Delivery Delays

If your order is significantly delayed, missing, or marked as delivered but cannot be located, please email us with your order number and available delivery details.

We will review available information and investigate with the supplier or shipping carrier where appropriate.

Although some delivery issues occur outside our reasonable control, we will provide any remedies required by applicable law.

8. Privacy and Personal Information

For privacy questions, requests to access or correct personal information, or concerns about how customer data is handled, contact:

Privacy Contact: truenorthpawsupport@gmail.com

Please do not send full credit card numbers, passwords, or other sensitive financial information by email.

For more details, review our Privacy Policy.

9. Important Information

True North Paws currently ships only within Canada.

Our general processing time is 2–5 business days, followed by an estimated 5–10 business days for delivery after dispatch.

Delivery estimates vary by product and destination and are not guaranteed arrival dates.

For complete details, please review our Shipping Policy, Refund and Return Policy, Terms of Service, and Privacy Policy.

10. Contact Details

True North Paws

Website: https://truenorthpaws.shop

Email: truenorthpawsupport@gmail.com

Support Hours: Monday through Friday, excluding public holidays.

Expected Response Time: Within one business day, although additional time may occasionally be required.