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 15 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.
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 15 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.
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
We are typically able to process your order in 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: 7-14 days
UK: 15-20 days
Europe & Japan: 15-30+ days
Please note that sometimes shipping times may take longer than usual 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 Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, and 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 $6.99.
We are unable to offer free shipping for international orders at this time, but we do have a multitude of options for you to choose from! Please note, all of our international orders are charged duties & taxes in advance.
Yes! We offer both FedEx 2 day, as well as FedEx Standard Overnight shipping options for orders within the United States, all at varying flat rates. **Please note we do not offer expedited shipping options to Alaska, Hawaii, or Puerto Rico at this itme.
Internationally, we have a variety of shipping options, including both standard and expedited options, depending on which country you’re shipping to - you can find these options at checkout!
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! 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, 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/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!
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.