Shipping Policy | True North Paws

Last updated: October 8, 2026

1. Delivery Area and Customer Responsibility

True North Paws currently ships exclusively within Canada. We do not offer international shipping.

Customers are responsible for ensuring that their shipping address is accurate, complete, and located within Canada before placing an order.

If an order is mistakenly placed using a shipping address outside Canada, True North Paws reserves the right to cancel the order and issue a full refund to the original payment method.

True North Paws is not responsible for additional delays, charges, or complications caused solely by an incorrect, incomplete, or unsupported shipping address provided by the customer, to the extent permitted by applicable law.

If an order has already entered processing or shipment, cancellation or address changes may no longer be possible. We will review the situation and provide any remedy required by applicable law.

2. Shipping Costs

We offer free standard shipping on all orders within Canada, with no minimum purchase required.

Applicable sales taxes are displayed at checkout.

3. Order Processing

Orders are generally processed within 2–5 business days after payment confirmation.

Processing includes verifying, preparing, and arranging shipment of orders.

Processing time is separate from delivery time.

Business days exclude weekends and public holidays.

4. Estimated Delivery Times

After dispatch, estimated delivery takes 5–10 business days.

These estimates apply generally across our product range. Actual delivery times may vary depending on the product, supplier, shipping carrier, destination, and circumstances beyond our reasonable control.

Delivery timeframes are estimates, not guaranteed arrival dates.

True North Paws does not guarantee that every product will arrive within the same timeframe.

5. Shipping Delays and Events Outside Our Control

True North Paws works with third-party suppliers, fulfillment partners, and shipping carriers.

Certain events are outside our reasonable control, including:

• Carrier delays and transportation disruptions.

• Customs inspections or clearance delays.

• Severe weather and natural disasters.

• Public holidays and increased seasonal demand.

• Supplier processing or logistical disruptions.

• Strikes or unexpected transportation restrictions.

• Other unforeseen circumstances affecting delivery.

True North Paws is not responsible for guaranteeing delivery within estimated timeframes when delays are caused by circumstances outside our reasonable control.

To the extent permitted by law, we are not responsible for indirect expenses or inconvenience caused solely by these circumstances.

However, customers retain any cancellation, refund, or other rights provided under applicable consumer protection laws.

6. Order Confirmation and Tracking Information

After successfully placing an order, customers will receive an order confirmation email at the email address provided during checkout.

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

Where tracking information becomes available, it may be provided to the customer. Tracking updates may be delayed, incomplete, or unavailable.

True North Paws cannot guarantee real-time tracking updates or tracking availability for every shipment.

If you have questions about your order or delivery status, please contact truenorthpawsupport@gmail.com with your order number.

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

7. Lost, Missing, or Stolen Packages

If your order is significantly overdue, missing, or marked as delivered but cannot be located, please contact truenorthpawsupport@gmail.com.

Include your order number and any available delivery information.

We will review the situation and may contact the supplier or shipping carrier to investigate.

True North Paws cannot guarantee the recovery of packages lost or stolen due to circumstances outside our reasonable control.

For packages confirmed lost, incorrectly delivered, or not properly delivered, we will assess the circumstances and arrange an appropriate replacement, refund, or other remedy where required by applicable law.

Customers may be asked to check their delivery location and provide relevant information to assist with an investigation.

8. Damaged Packages or Products

If an order arrives damaged, please contact us as soon as possible after discovering the issue.

Include:

• Your order number.

• A description of the damage.

• Clear photographs of the product and packaging, where reasonably available.

Although third-party suppliers and carriers operate independently from True North Paws, we will investigate damaged deliveries and provide appropriate remedies under our Refund and Return Policy and applicable law.

True North Paws is not responsible for damage caused solely by customer misuse, improper handling after delivery, or unauthorized product modifications, to the extent permitted by law.

This does not exclude rights relating to products that arrive damaged, defective, or materially different from their descriptions.

9. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing complete and accurate shipping details, including:

• Full name.

• Street address.

• Apartment or unit number, where applicable.

• City and province.

• Correct Canadian postal code.

If you notice an address error, contact us immediately.

We will attempt to correct the information before dispatch, but address changes cannot be guaranteed once processing or shipping begins.

True North Paws is not responsible for additional delivery complications caused solely by inaccurate customer-provided shipping details, except where applicable law requires otherwise.

Additional costs resulting from incorrect address information may be the customer's responsibility where legally permitted.

10. Separate Shipments

Orders containing multiple products may be fulfilled by different suppliers or warehouses.

Products from the same order may arrive in separate packages and on different dates.

Separate shipments do not necessarily mean an order is missing or incomplete.

Tracking information may be available for some shipments and unavailable for others.

11. Order Cancellations

Customers wishing 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 fulfillment or dispatch.

Cancellation is not guaranteed once processing or shipment has begun.

If cancellation is no longer possible, customers may request a return after delivery in accordance with our Refund and Return Policy.

If True North Paws cancels an order because it cannot be fulfilled, the amount paid for the cancelled items and associated charges will be refunded.

Mandatory statutory cancellation rights remain unaffected.

12. Limitation of Responsibility

True North Paws makes reasonable efforts to process and deliver orders according to the information provided on our website.

However, we cannot control every action of independent suppliers, shipping carriers, or logistics providers.

To the extent permitted by applicable law, True North Paws is not responsible for indirect losses, missed personal events, or additional expenses caused solely by circumstances outside our reasonable control.

These limitations do not remove legal responsibilities or customer remedies concerning non-delivery, defective products, damaged goods, or misleading product descriptions.

13. Customer Rights

Nothing in this Shipping Policy limits or excludes rights or remedies available under applicable Canadian consumer protection laws.

Where a customer is legally entitled to cancellation, a refund, replacement, or another remedy, True North Paws will comply with those requirements.

14. Contact Information

For questions about orders, shipping, delivery delays, missing packages, or damaged products, 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.