Refund & Return Policy — True North Paws

Last updated: September 2026

We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.

Return Conditions

To be eligible for a return, your item must:

• Be unused and in the same condition you received it
• Be in its original packaging
• Include proof of purchase

How to Start a Return

Contact us at truenorthpawsupport@gmail.com to request a return before sending anything back. Items sent without prior authorization will not be accepted.

Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery with photos of the item outside its packaging. In these cases, we offer a free replacement at no extra cost — this is our standard resolution for damaged or incorrect items rather than a refund.

Order Cancellations

• Within 24 hours of ordering: contact us and we'll do our best to cancel before it ships.
• Under $100 CAD: as an alternative to cancelling, we may offer a 25% discount code toward your next order — or we'll process the cancellation if you'd prefer.
• Over $100 CAD, or already shipped: cancellation may no longer be possible. You're welcome to request a return once the item arrives.

Returns to Our Fulfillment Center

Because our products ship internationally, returns can take time to process. Once your return is received and inspected, we may offer a partial refund of 20–50% as a faster alternative to the full return process — saving you the return shipping cost and wait. You can always choose to proceed with the full return instead.

Return Shipping Costs

• Damaged, defective, or incorrect item: we cover the cost, no charge to you.
• All other returns (change of mind, no longer needed): return shipping is the customer's responsibility. Original shipping costs are non-refundable.

Non-Returnable Items

We do not accept returns on:

• Used or handled products
• Personal-use items (for hygiene reasons)
• Gift cards
• Sale or clearance items

Refunds

Once your return is approved, refunds are processed within 5–10 business days to your original payment method. Please allow additional time for your bank to post the refund.

Contact

Questions about a return or refund? Email truenorthpawsupport@gmail.com — we aim to respond within 24 hours.