Thank you for shopping with PAWSWIN! This page outlines everything you need to know about our shipping, returns, and exchanges process. All orders are carefully packed and shipped from our facility in Toronto, Ontario, Canada.

 

Order Processing Time

 

Our commitment is to get your order to you as quickly as possible.

• All orders are processed and prepared for shipment within 3-5 business days.

• Processing time does not include weekends or holidays.

• You will receive a shipping confirmation email with a tracking number once your order has been dispatched from our facility.

Please note that processing time is separate from the shipping/transit time.

 

Shipping Rates & Delivery Estimates

 

Shipping charges for your order will be calculated and displayed at checkout.

Estimated Transit Times (After Processing):

• Canada: Approximately 2-6 business days

• United States: Approximately 3-6 business days

• International: Calculated at checkout

Please Note:

• The delivery times listed above are estimates only provided by our mail carriers and begin once the postal service receives the package. They are not guaranteed.

• During peak seasons (such as holidays) or due to unforeseen carrier delays, please expect longer transit times.

 

Rush Orders & Special Requests

 

If you require your order by a specific date, please email us at pawswin@gmail.com before placing your order. We will be happy to provide you with expedited shipping options and quotes. Additional charges will apply for all rush orders.

 

Shipping Carriers

 

We partner with trusted carriers to deliver your orders safely.

• Canada: Canada Post or other local carriers

• United States: USPS First-Class Mail

• International: PostNL or other local carriers

 

Address Accuracy & Order Issues

 

Customer Responsibility It is the customer's responsibility to provide a complete and accurate shipping address at the time of purchase. PAWSWIN is not responsible for orders shipped to an incorrect address provided by the customer.

Incorrect Address Provided If you notice an error in your shipping address, you must notify us immediately at pawswin@gmail.com.

• If your order has not yet shipped, we will do our best to update the address.

• If your order has already been dispatched, we are unable to intercept or reroute the package. If the package is returned to us by the carrier due to an invalid address, your order will be refunded less the original shipping fee and any return-to-sender fees charged by the carrier (typically $12.95 CAD). If you wish for us to reship the items, you will be responsible for the new shipping costs.

Lost or Stolen Packages If you believe your order has been lost in transit, please contact us immediately at pawswin@gmail.com with your order number. We will respond within one business day to assist you. While we are not liable for packages lost or stolen after they have been marked as "Delivered" by the carrier, we will do everything we can to help you with the claims process.

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Returns & Exchanges

 

We want you and your pet to love your new gear. If you are not completely satisfied with your purchase, we're here to help.

Our Policy

• We accept returns and exchanges within 30 days of the delivery date.

• Items must be in new, unused, and unwashed condition with all original tags and packaging intact.

• Customers are responsible for return shipping costs. Original shipping charges are non-refundable.

Non-Returnable Items The following items cannot be returned or exchanged:

• Personalized or custom-made items.

• Final sale items.

• Gift cards.

How to Start a Return or Exchange

1. Please email us at pawswin@gmail.com with your order number and the reason for your return or exchange.

2. Once your request is approved, we will provide you with instructions on how to send your item back to us.

3. Please ensure the item is packaged securely. We are not responsible for items lost or damaged in transit back to us.

Refunds Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.

Exchanges If you wish to exchange an item for a different size or color, please follow the return process above. Once we receive your original item, we will process the exchange and send out your new item. You may be responsible for the shipping costs of the new item.

Damaged or Incorrect Items If you received a damaged or incorrect item, please contact us at pawswin@gmail.com within 7 days of receiving your order. Please include your order number and a photo of the issue, and we will make it right at no cost to you.