Refund policy
Refund and Return Policy | True North Paws
Last updated: October 16, 2026
1. Our 30-Day Happiness Guarantee
We want you — and your pet — to love every order.
If you are not satisfied with your purchase for any reason, you have 30 calendar days after receiving your order to request a return. This includes products your pet has tried and simply didn't take to — we understand every animal is different.
To qualify:
- Proof of purchase must be available (your order number).
- The return request must be approved by our team before the item is sent back.
- The product must be returned to us. Where the product includes accessories or parts, please include everything you received where possible.
- The request must be made within 30 calendar days of delivery.
True North Paws reserves the right to decline returns that do not meet these conditions, to the extent permitted by applicable law.
This 30-day guarantee does not limit legal rights concerning damaged, defective, misrepresented, or undelivered products, which are covered separately below.
2. How to Request a Return
Customers must contact truenorthpawsupport@gmail.com before returning any product.
Please include:
- Your order number.
- The product you wish to return.
- The reason for the return.
- Photographs where relevant.
Our support team will review the request and provide return instructions if approved.
Do not send products to the address printed on the original shipping package unless we specifically authorize it.
True North Paws is not responsible for complications caused solely by customers sending voluntary returns to an unauthorized address, except where applicable law requires otherwise.
3. Change-of-Mind and "Not for My Pet" Returns
If you change your mind, order the wrong size, or your pet simply doesn't love the product, the request must meet the eligibility requirements outlined in section 1.
Customers are responsible for all shipping costs associated with voluntary returns.
Return shipping costs are non-refundable unless otherwise required by law.
Customers are encouraged to use a tracked shipping service.
4. Shipping Delays and Circumstances Outside Our Control
True North Paws works with independent suppliers, fulfillment partners, and shipping carriers.
Delivery estimates are approximate and may vary due to carrier operations, weather, customs, seasonal demand, supplier disruptions, and other circumstances outside our reasonable control.
True North Paws is not responsible for guaranteeing exact delivery dates or preventing delays caused by circumstances outside our reasonable control.
To the extent permitted by law, we are not responsible for indirect expenses, inconvenience, or missed personal events resulting solely from such delays.
Shipping delays do not automatically qualify an order for a refund. However, customers retain applicable statutory rights to cancel or obtain remedies for qualifying late or undelivered orders.
5. Lost, Missing, or Stolen Packages
True North Paws cannot guarantee that every package will be recovered if it is lost or stolen during transportation.
We are not responsible for guaranteeing the actions, performance, or security of independent shipping carriers, to the extent permitted by applicable law.
If an order is significantly overdue, missing, or marked as delivered but cannot be located, customers should contact truenorthpawsupport@gmail.com with their order number.
We will review available shipping information and investigate with the supplier or carrier where possible.
Where an order is confirmed lost, incorrectly delivered, or not properly delivered, we will provide an appropriate replacement, refund, or other remedy where required by applicable law.
We may request reasonable information to investigate claims involving missing or stolen parcels.
6. Damaged, Defective, or Incorrect Products
If an item arrives damaged, defective, or different from what was ordered, please contact us as soon as the issue is discovered.
Include your order number, a description of the problem, and clear photos where reasonably available.
Although damage may occur while products are handled by independent suppliers or shipping carriers, True North Paws will assess the issue and provide appropriate remedies in accordance with applicable law.
Depending on the circumstances, the resolution may include a replacement, refund, or another mutually agreed solution.
Where return shipping is necessary to resolve a damaged, defective, or incorrect order, True North Paws will cover the required reasonable return shipping costs.
True North Paws is not responsible for damage caused solely by customer misuse, improper handling after delivery, unauthorized modification, or use contrary to product instructions, to the extent permitted by law.
This limitation does not exclude responsibility for products that arrive damaged, defective, or materially different from their descriptions.
7. Product Quality and Normal Wear
We aim to provide accurate product descriptions and appropriate customer support.
However, we do not guarantee that every product will meet every customer's personal preferences or that every pet will respond to a product in the same way.
Normal wear and tear from ordinary use does not automatically qualify as a manufacturing defect.
True North Paws is not responsible for damage caused solely by misuse, neglect, or unauthorized alterations after delivery, to the extent permitted by law.
Nothing in this section removes applicable legal warranties or remedies for faulty or misrepresented goods.
8. Non-Returnable Items
The following are generally ineligible for voluntary returns, even within the 30-day window:
- Items that are destroyed or missing essential components or accessories.
- Opened hygiene-sensitive products, where applicable.
- Gift cards.
- Items clearly identified as final sale before purchase.
Products that have been tried or used normally — for example, a toy your cat played with and didn't take to — are eligible under the 30-day happiness guarantee, provided the item is returned with its included accessories where possible.
These exclusions do not affect mandatory rights relating to defective, damaged, incorrect, or misrepresented products.
9. Return Shipping Costs
Customers are responsible for return shipping costs on voluntary returns.
Return destinations may differ from the original shipping address.
Always contact customer support before arranging a return.
For faulty, damaged, or incorrectly supplied products, required reasonable return shipping will be covered where appropriate under applicable law and this policy.
10. Refund Approval and Processing
Once a returned product is received and inspected, we will notify the customer whether the return is approved.
Approved refunds will be issued to the original payment method, unless another arrangement is agreed upon where legally permitted.
We aim to process approved refunds within 5–10 business days, or sooner where required by applicable law.
Banks and payment providers may require additional processing time before the refund appears.
Refunds owed to customers are not dependent on whether or when our suppliers reimburse True North Paws.
11. Order Cancellations
Customers who wish to cancel an order should contact us as soon as possible, preferably within 24 hours of placing the order.
We will attempt to cancel the order before processing or dispatch.
True North Paws cannot guarantee cancellation once an order has entered fulfillment or shipment.
Where cancellation is no longer possible, customers may request an eligible return after delivery.
If True North Paws cancels an order because it cannot be fulfilled, the customer will receive a refund of the amount paid for the cancelled items and associated charges.
Any mandatory statutory cancellation rights remain unaffected.
12. Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping addresses.
True North Paws is not responsible for additional costs, complications, or delivery failures caused solely by incorrect or incomplete shipping information supplied by the customer, to the extent permitted by applicable law.
Address corrections cannot be guaranteed once an order has entered processing or shipment.
Customers should contact us immediately if they notice an address error.
13. Refund Delays
If an approved refund has not appeared, customers should first check their original payment method and allow for normal bank processing times.
If the refund remains outstanding, please contact us with your order number.
We will review the refund status and provide available information.
14. Limitation of Responsibility
True North Paws makes reasonable efforts to deliver products as described and provide appropriate customer service.
However, we cannot control every action of independent suppliers, carriers, or logistics providers.
To the extent permitted by applicable law, True North Paws is not responsible for indirect losses, missed events, additional expenses, or inconvenience caused solely by circumstances outside our reasonable control.
We are also not responsible for damage resulting solely from customer misuse, improper handling after delivery, or unauthorized product modifications.
These limitations do not remove any responsibilities or customer remedies that cannot legally be excluded, including rights concerning non-delivery, defective products, damaged goods, or misleading descriptions.
15. Customer Rights
Nothing in this Refund and Return Policy limits or excludes rights or remedies available under applicable Canadian consumer protection laws.
Where a customer is legally entitled to cancellation, refund, replacement, or another remedy, True North Paws will comply with those requirements.
16. Contact Information
For questions about returns, refunds, damaged products, cancellations, or missing orders, please contact: True North Paws
Email: truenorthpawsupport@gmail.com
Customer Support Hours: Monday through Friday, excluding public holidays.
We aim to respond within one business day, although busy periods may occasionally require additional time.
Please include your order number when contacting us about an existing purchase.