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FAQs

Frequently Asked Questions

General

Our head office is located in Toronto, Canada, where all our products are designed in house. Our products are available across North America.

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 updates on all our styles and promotions!

Shipping

Packages are typically received within 3-5 business days, however we do offer expedited shipping that you can select at checkout!

If you live in a remote location it may take slightly longer.

We currently ship within Canada, continental United States as well as the U.K. and Germany, with a few exclusions.

We are unable to ship to Alaska, Hawaii, Nunavut, Northwest Territories, Yukon at this time. We are always looking to expand how many countries we ship to, stay tuned!

We do not ship to PO boxes or APO/FPO addresses at this time.

In the continental United States, shipping on orders over $60 is free. A flat rate shipping fee of $5.99 is applied to orders below $60.

If shipping outside of the US, shipping cost will vary based on location.

We do offer upgraded expedited shipping that you may select at checkout for a faster delivery! 

It is unlikely, but order confirmations may be delayed, and could end up being marked as junk/spam in your email inbox. If you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records and contact us with any concerns.

We strive to process and ship your order as quickly as possible! Once an order is processed, we are unable to cancel. However, we offer quick and easy returns or exchanges!

We’re here to help! Email us at support@canadapooch.com or give a call at 1-800-673-9344 Office hours are Monday – Friday from 9:00 am - 5 pm EST if you have any questions.

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.

Returns and Exchanges

If you are located in the United States we absolutely can exchange or return your purchase. Just note that in order to be eligible for a full refund or exchange, the product must be in new condition with tags and packaging included. Products must be clean and free of dog hair.

If you are located outside the United States (or Canada) we offer full refunds for your purchase, but unfortunately do not accept exchanges at this time. In order to start your return, please use our return portal where you will receive instructions on how to initiate a return. If you have any questions don’t hesitate  to reach out to our customer support team!

It's simple! Just contact us via email, phone and chat with your order number and item(s) you wish to exchange or return. We'll help you from there!

Yes! We offer prepaid shipping labels to make exchanges and returns simple and hassle-free!

Payments & Security

We accept Visa, Mastercard and American Express Credit cards. Payments can also be made with Google Pay and Apple Pay.

You will be charged within 24 hours from the time you place your order.

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, phone or our live chat. You can leave a message on our live chat when agents are off-line. 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 contact us on Social Media or send us a message if you are interested.

Awesome! 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: 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

The best option would be to select a garment with Jersey lining such as the Reflective Hybrid Jacket where the hair does not stick as much. Other cozy choices include our Faux Fur Lined (Urban Wax) or Sherpa Lined (Alaskan Army Parka) selections. Another great option, is to layer our Fleece Lined Jackets with our T-Shirt or Onesie selections for the ultimate cozy outfit.

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!

We do! Size 8 and size 10 are the best fit options for toy breeds.

Size & Fit

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 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!

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.

Questions? Call Us

Monday-Friday 9:00am-5:00pm EST
Saturday-Sunday Closed

Live Chat

If you have any issues or questions that require immediate assistance, chat with a customer service representative now!
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