FAQs
Returns & Exchanges
At Canada Pooch, we offer various exchanges. You can exchange it for a different size, color, or a completely new style!
Exchanges must be made within 21 days of the initial delivery date. Products must be in new condition with tags and packaging intact. Items should be clean and free of dog hair. All products are subject to photo inspection.
To start your exchange, simply click here and follow these simple steps:
1. Enter your order number and postal/zip code into the portal.
2. Answer a few questions and upload photos of the product to be returned.
3. Our customer experience team will review and email you back within 1-2 days.
4. Print out the prepaid shipping label.
5. Attach the shipping label to the outside of the box.
6. Drop off the package at the nearest specified carrier location.
7. Once we receive your item(s), your exchange order will be shipped out.
If you need help, please reach out to us via phone, email, or live chat with your order number and the item(s) you wish to return, and we will take it from there!
At Canada Pooch, we offer returns with refund back to your initial payment method or store credit.
Returns must be made within 21 days of the initial delivery date. Products must be in new condition with tags and packaging intact. Items should be clean and free of dog hair. All products are subject to photo inspection. A $7 fee for restocking and shipping will be deducted from your refund to your original payment method. This $7 fee does not apply to returns that are made to store credit.
To start your return, simply click here and follow these simple steps:
1. Enter your order number and postal/zip code into the portal.
2. Answer a few questions and upload photos of the product to be returned.
3. Our customer experience team will review and email you back within 1-2 days.
4. Print out the prepaid shipping label.
5. Attach the shipping label to the outside of the box.
6. Drop off the package at the nearest specified carrier location.
7. Once we receive your item(s), you will receive your refund or store credit.
If you need help, please reach out to us via phone, email, or live chat with your order number and the item(s) you wish to return, and we will take it from there!
Please be aware that face masks, toys and clearance are considered final sale, and we cannot provide exchanges, refunds, or store credit for these purchases.
We currently do not offer price adjustments.
For our Weighted Calm Collection, we understand that it may take time to fully appreciate the benefits. Therefore, we are pleased to offer a flexible return policy. For more details, please reach out to our customer experience team.
If you have purchased Canada Pooch products from an authorized seller, please return the product to the place of purchase. Each seller has its own return policies, and Canada Pooch can only process refunds, exchanges, or credits for purchases made directly through Canada Pooch.
General
Our head office is located in Toronto, Canada, where all our products are designed in house.
Follow us on Social Media where you can stay up to date on the latest trends, styles and new products! @canadapooch.
You can also sign up for email and SMS updates on all our styles and promotions - there is a sign up box at the bottom of our website!
Shipping
Orders are typically processed within 1-2 business days! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:
USA: 5-14 Business Days
UK: 15-20 Business Days
Please note that shipping times can take longer than expected due to carrier delays, and as a result we can't guarantee an arrival date. For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped.
We currently ship within Canada and the United States, as well as Puerto Rico.
Outside of Canada, the United States, and Puerto Rico, we’re able to ship to the United Kingdom.
We ship to PO boxes or APO/FPO boxes through standard shipping with Canada Post or USPS. For expedited orders using FedEx or UPS, we are unable to ship to PO boxes or APO/FPO addresses at this time.
We offer free standard shipping on all US orders with a subtotal over $75. For orders with a subtotal of less than $75, we offer a flat rate shipping fee of $7.99.
We currently offer international shipping exclusively to the UK. While we are unable to offer free shipping for international orders at this time, we do provide a variety of shipping options at checkout! Please note that all international orders are charged duties and taxes in advance.
If you received an order number at checkout, your order went through! Make sure to save your order number for your records. Order confirmations can sometimes mistakenly end up in your junk/spam folders. You can always look up your order information on your Canada Pooch account. If you are having trouble finding your order information, contact us and we can help.
We strive to process and ship your order as quickly as possible! This means that once an order is placed, we are unable to make any changes or cancel the order. However, we offer quick and easy exchanges or returns!
Your tracking number will be included in your shipping confirmation email. You can always look up your order information on your Canada Pooch account. If you are having trouble finding your tracking information, contact us and we will happily provide this for you.
Payments & Security
We accept Visa, Mastercard, American Express and Discover Credit cards. Payments can also be made with Google Pay, Apple Pay, and Shop Pay, as well as PayPal. We also offer Shop Now, Pay Later by Klarna.
You will be charged within 24 hours from the time you place your order. If you’ve opted to use Pay Later by Klarna, your first charge of 4 will go through at order placement.
Yes, your security and privacy is our priority. All payments processed on canadapooch.com are safely handled by Shopify. Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.
Contact
We are here to help you and your pooch! You can reach out to us via email, contact form, leave us a voicemail or use our live chat. We strive to return all inquiries within 24-48 hours during business days.
We do! We are always looking to build organic relationships with adorable and creative pups who love supporting our brand. Please submit your information here to be considered to join creator opportunities with Canada Pooch.
We’re always looking for local dog models in the Toronto area and would love to connect. Feel free to chat with us on Instagram @canadapooch or send us an email to support@canadapooch.com!
Products
At Canada Pooch, we love animals. Our office is always full of dogs running around all day. Our overall mission is to bring comfort and happiness to animals, which is why our products are free of any animal by-products. We use faux-fur, faux-down and never use any wool.
All of our outerwear and rainwear offer a water-resistant shell to keep your pup dry. Every product has other unique features which can be found on our product pages.
We have many styles to keep your pup cozy and warm in the winter season. Our Parka collection offers extreme warmth and coverage. Our Parka selection includes the Urban Wax Parka, North Pole Parka, Alaskan Army and Winter Wilderness Parka. If you need a hand finding the best style for your pup’s needs, please reach out to our fit experts!
Our Parka collection offer sleeves up to and including a size 16. Sizes 18 and up do not have sleeves as this restricts movement for larger pups. The Parkas include the Urban Wax Parka, North Pole Parka and Winter Wilderness Parka. Our Slush Suit offers full body coverage and is available in size 10 – 24.
We also offer a line of knit and woven collections with sleeves for layering, lounging or chilly dry days. These sleeved products include our Tear-a-Way Onesie, Frosty Fleece Onesie, Hero Hoodie, Colour Block Hoodie, and our Weekend Onesie. Cozy Caribou Hoodie offers sleeves up to 16.
Sherpa Lining:
Outerwear: Alaskan Army Parka
Knits/Wovens: Cozy Caribou Hoodie
Fleece Lining:
Outerwear: North Pole Parka, Shiny Puffer Vest, Everest Explorer, Winter Wilderness, the 360 Jacket and the Summit Stretch Vest
Knits/Woven: Hero Hoodie, Northern Knit, Color Block Hoodie, Frosty Fleece Sweatsuit
Faux Fur Lining:
Outerwear: Urban Wax Parka,
Knits/Woven: The Worker Jacket
Jersey Lining:
Reflective Hybrid Jacket, Torrential Tracker
Sherpa Lining:
Outerwear: Alaskan Army Parka
Knits: Cozy Caribou Hoodie
Fleece Lining:
Outerwear: North Pole Parka, Shiny Puffer Vest, Everest Explorer, Winter Wilderness, the 360 Jacket and the Summit Stretch Vest
Knits: Hero Hoodie, Northern Knit, Color Block Hoodie, Frosty Fleece Sweatsuit
Faux Fur Lining:
Outerwear: Urban Wax Parka,
Knits: The Worker Jacket
Jersey Lining:
Reflective Hybrid Jacket, Torrential Tracker
Our Alaskan Army, North Pole and Urban Wax parkas are all insulated, along with our Everest Explorer, Winter Wilderness and 360 coats.
Just like us, pups have different sleep preferences! If your dog prefers to sleep snug and curled up, we recommend the following sizes;
Small: up to ~20 lbs
Medium: up to ~40 lbs
Large: up to ~60 lbs
XLarge: up to ~100lbs
If your dog sleeps sprawled out, we recommended sizing up. If you have multiple dogs snuggling together, size one to two sizes up. We have breeds of all sizes enjoying our Birch Beds comfortably!
WAGLAB™ PlayStack
Every PlayStack mod is crafted from 100% natural rubber. Our patent-pending design is built to stand up to real play while staying flexible and engaging for your dog.
WAGLAB toys are made from food-safe, non-toxic materials and are designed for interactive enrichment. Because every dog has a different play style, we always recommend supervised play to ensure they're using the mods safely and as intended.
All our toys are dreamt up and designed by our team right here in Toronto, Canada. We work with trusted manufacturing partners in Vietnam who meet our high standards for safety, quality, and durability.
Nope! Our toys are BPA-free and made without harmful chemicals like phthalates or PFAS. To make sure your pup is getting the best, we conduct extensive testing (including Prop 65) to ensure our rubber is free from heavy metals like lead and calcium. We stick to food-safe, natural rubber so you can feel good about what your dog is licking and chewing.
While many of our toys are designed to be a 'one size fits most' experience, we offer two PlayStack sizes to ensure every pup can play comfortably:
Small: For dogs up to 45lbs
Large: For dogs 35lbs +
If your dog falls in that 'middle' range (between 35–45 lbs.), think about their play style! If they have a smaller mouth or prefer delicate puzzles, go Small. If they are an enthusiastic, 'mouthy' player, the Large will be their best bet. If they can easily carry and manipulate the toy, you've found a winner!
The PlayStack is freezer-safe, making it perfect for spreads like peanut butter (xylitol-free!), plain yogurt, or pumpkin purée. You can also tuck in kibble, jerky, or small crunchy treats to keep those problem-solving skills sharp! Frozen spreads will lead to longer-lasting play and can help to keep runnier spread options like yoghurt and purees in place. Freezing treats onto the spreads can double the fun!
Here are our recommendations for each mod:
The Boomerang - Small treats and kibble
The Slobber - Spreads
The Spinner - Small treats and kibble
The Squiggle - Small & large treats, kibble and spreads
The Bully - Bully sticks and other long chews
While our toys are built tough, they are designed for supervised, interactive play. This ensures your dog stays engaged with the enrichment task rather than trying to chew through the toy itself.
We're currently launching with our signature WAGLAB colors, designed to look great in your home and be easy for your dog to spot. Keep an eye on our social media for limited-edition color drops!
Every dog plays differently! If your pup loves a challenge, look for mods with tighter nooks for spreads. If they're a beginner, go for a mod that releases kibble easily. The best part? You can connect them all to find their perfect combo.
The Bully is designed to secure bully sticks and other long chews, preventing your dog from swallowing the small nub at the end of play and giving them a better grip while they chew. Because safety is our priority, the Bully is designed with a very tight grip. To get started, use firm pressure and a twisting motion to insert the chew stick into the mod. After your dog is finished, if the remaining 'nub' is difficult to remove, simply run the mod under warm water to loosen the grip. This secure fit ensures the chew stays exactly where it should during play.
Enrichment toys do more than just pass the time; they help keep dogs mentally stimulated, encourage problem-solving and reduce boredom-based behaviors.
PlayStack is designed to mix and match, so you can build a setup that fits your dog's play style. Start simple, add more mods over time, and switch things up whenever play starts to feel familiar.
You can wash PlayStack mods with warm water, dish soap, and a small brush to reach the nooks and crannies. In a hurry? They are top-rack dishwasher safe! To maintain their vibrant color, always skip the heated dry cycle. Over time, intense heat can impact the appearance of the natural rubber.
Natural rubber is tough, but nothing lasts forever! Regularly inspect your toys for signs of wear, like missing pieces. If you notice any damage that could become a choking hazard, it's time to swap it out for a fresh mod.
Size & Fit
We recognize that every pup is different and has a unique size. That is why on all of our products we have a size guide where you can find the perfect size for your pup!
Check our store locator to find a store near you. We recommend calling a head to ensure the location has the style you are looking for.
Our products offer a ton of adjustability because we design them with things like stretch belly panels to allow for some extra room.
Most broad chested dogs do best in our plus sized gear! We offer sizes 14+ for smaller broad chested dogs and size 20+ for larger broad chested dogs.
We do! Size 8 and size 10 are the best fit options for toy breeds.
We do! We offer a line of Outerwear and Rainwear under the name "Expedition". These go up to size 36. They could almost fit a small horse!
We recommend sizing up if your dog is between two sizes.
Our sizes are numbered to allow for the best fit possible!
The size of our product directly correlates to the back length of your pup. For example a size 10 will usually fit a dog with a 10" back length.
Each size has a variance of two inches in back length to allow for a better fit and a broader array of dogs we can service!
Product Care
Most of our products are machine washable but you should always refer to the garment label to ensure the best possible care. We recommend hanging to dry when possible.
We pride ourselves with our high-quality products and top-notch designs. If you have any concerns with your product, please email us at support@canadapooch.com with details and photos of the garment/product to discuss your concern.
Sustainability
Sustainability in all of our business practices is extremely important and core to our company. That is why we use compostable corn shippers, recyclable bags & boxes, efficient shipping methods and we practice sustainability in our office. We are always looking to extend these efforts even further by coming up with new ways to practice sustainability within our business.