Terms of Service | True North Paws

Last updated: October 8, 2026

1. Overview

Welcome to True North Paws.

This website is operated by True North Paws. Throughout the website, the terms “we,” “us,” and “our” refer to True North Paws.

By accessing our website, using our services, or purchasing our products, you agree to these Terms of Service and our Shipping Policy, Refund and Return Policy, and Privacy Policy.

Our online store is powered by Shopify.

Please review these terms before placing an order.

2. Online Store Terms

Customers are responsible for providing accurate and complete information when using our website or purchasing products.

By placing an order, you confirm that you have the legal capacity to complete the transaction or have appropriate parental or guardian involvement.

You agree not to use our website for fraudulent, unlawful, or unauthorized purposes.

We reserve the right to restrict access to our services when reasonably necessary to protect our business, customers, or website security.

3. Products and Product Information

True North Paws sells pet products, accessories, and related merchandise.

We make reasonable efforts to display accurate product images, descriptions, prices, sizes, and availability.

However, minor differences in colour or appearance may occur due to photography, lighting, and individual screen settings.

Customers are responsible for reviewing product information, dimensions, and instructions before purchasing.

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.

Nothing in this section excludes responsibility for products that are defective, materially misrepresented, or otherwise fail to meet applicable legal requirements.

4. Product Availability

Products are offered subject to availability.

Inventory may change due to supplier updates, demand, or fulfillment circumstances.

If a purchased product becomes unavailable, we reserve the right to cancel the affected order and issue a refund of the amount paid for the unavailable item and associated charges.

An alternative product may be offered with the customer's agreement.

We will not substitute products without authorization.

5. Pricing and Payments

Unless otherwise stated, all product prices are displayed in Canadian dollars (CAD).

Applicable sales taxes are displayed at checkout.

True North Paws offers free standard shipping within Canada.

We reserve the right to update product prices, promotions, and availability without prior notice.

However, price changes will not increase the agreed amount charged for an already accepted order.

Payments are processed through authorized third-party payment providers.

6. Orders and Order Confirmation

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

An order may be subject to payment verification, product availability, and fulfillment checks.

True North Paws reserves the right to refuse or cancel orders for legitimate reasons, including suspected fraud, payment problems, inventory errors, or shipping addresses outside our delivery area.

Where we cancel an order that cannot be fulfilled, we will issue the applicable refund.

Customers are responsible for checking their order details before completing checkout.

7. Shipping and Delivery

True North Paws currently ships only within Canada.

Our general order processing time is 2–5 business days after payment confirmation.

Estimated delivery after dispatch is 5–10 business days.

These estimates apply across our product range and may vary by product, supplier, carrier, and destination.

Delivery estimates are not guaranteed arrival dates.

True North Paws cannot guarantee exact delivery times or prevent delays caused by circumstances outside our reasonable control, including carrier disruptions, customs, severe weather, and supplier logistics.

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

Customers retain all applicable statutory cancellation, refund, and delivery rights.

8. Tracking Information

Customers receive an order confirmation email after successfully placing an order.

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

We cannot guarantee tracking availability or real-time tracking updates for every order.

Customers with questions about shipping status may contact truenorthpawsupport@gmail.com with their order number.

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

9. Customer Shipping Responsibilities

Customers must provide an accurate, complete, and eligible Canadian shipping address.

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

Address changes cannot be guaranteed once fulfillment or shipment has begun.

Orders placed using addresses outside Canada may be cancelled and refunded.

10. Lost, Missing, or Damaged Deliveries

True North Paws works with independent shipping carriers and suppliers.

We cannot guarantee that every package will be delivered without interruption, damage, or delay.

We are not responsible for guaranteeing the independent actions of shipping carriers or the recovery of lost or stolen packages.

Customers should contact us if an order is significantly overdue, missing, or damaged.

We will review available information, investigate where appropriate, and provide any replacement, refund, or other remedy required under applicable law.

This section does not exclude legal responsibility for goods that are not properly delivered, are defective, or arrive damaged.

11. Returns, Refunds, and Cancellations

Returns and refunds are governed by our Refund and Return Policy.

Under our 30-day happiness guarantee, customers have 30 calendar days after receiving their order to request a return if they are not satisfied, subject to the conditions in that policy.

Customers are generally responsible for return shipping costs on voluntary returns.

Customers should contact us as soon as possible to request cancellation, preferably within 24 hours after ordering.

Cancellation cannot be guaranteed once an order enters processing or shipment.

All mandatory consumer rights remain unaffected.

Cancellation cannot be guaranteed once an order enters processing or shipment.

All mandatory consumer rights remain unaffected.

12. Product Use and Responsibility

Customers are responsible for following the product's instructions, warnings, and recommended uses.

Pet products should be used with appropriate supervision and consideration of the animal's size, behaviour, and individual needs.

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

Normal wear and tear does not automatically constitute a manufacturing defect.

This does not eliminate applicable product warranties or remedies for defective products.

13. Third-Party Services

Our website uses Shopify and may use third-party providers for payments, fulfillment, shipping, analytics, and advertising.

Third-party services and websites may operate under separate terms and privacy policies.

True North Paws does not control the independent content or operation of unrelated third-party websites.

14. Intellectual Property

Website content, including images, text, logos, graphics, videos, designs, and other protected material, belongs to True North Paws or its respective rights holders.

Unauthorized reproduction, redistribution, or commercial use of protected content is prohibited unless permitted by law or authorized by the rights holder.

15. Customer Reviews and Submitted Content

Customers may submit reviews, photographs, comments, and other feedback.

By submitting content for publication, customers confirm that they have the right to share it and authorize True North Paws to display it in connection with our products and services.

We reserve the right to moderate submissions that are unlawful, abusive, misleading, or infringe another person's rights.

16. Website Errors and Availability

We aim to maintain accurate information and reliable website functionality.

However, temporary technical issues, interruptions, or information errors may occur.

We reserve the right to correct website errors and update product information.

Where an error affects an existing order, we will handle the situation in accordance with applicable contractual obligations and consumer protection laws.

17. Limitation of Responsibility

True North Paws makes reasonable efforts to provide accurate product information, fulfill orders, and offer appropriate customer support.

However, circumstances outside our reasonable control may affect the operation of our website, fulfillment services, and deliveries.

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

We are not responsible for damage resulting solely from customer misuse or unauthorized modifications.

These limitations do not exclude liability or customer remedies that applicable law does not permit us to exclude.

18. Governing Law

These Terms of Service are governed by the laws of Ontario and applicable Canadian federal law, subject to mandatory legal protections and jurisdictional rights available to customers in other provinces and territories.

19. Changes to These Terms

We may update these Terms of Service when necessary.

Changes will be published on our website with an updated date.

Changes will not retroactively remove rights relating to existing purchases.

20. Customer Rights

Nothing in these Terms of Service limits or excludes rights, warranties, remedies, or responsibilities that cannot legally be excluded under applicable Canadian consumer protection laws.

21. Contact Information

For questions about these terms, orders, shipping, or customer support:

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.