Frequently Asked Questions
Everything you need to know about our products, shipping, and commitments. Can't find the answer? Reach out to us.
Orders & Shipping
Where do you ship to?
We currently ship to all provinces and territories within Canada. We believe in serving our local community first. At this time, we do not offer international shipping to the US or overseas.
How can I track my order?
Once your order has been dispatched from our Calgary fulfillment center, you will receive an email containing a Canada Post or FedEx tracking number. Please allow 24-48 hours for the tracking information to update in their systems.
What is your delivery timeframe?
Standard shipping typically takes 3-7 business days depending on your location. Remote areas in Northern Canada may take up to 14 business days. Expedited shipping (1-3 days) is available at checkout for most urban centers.
Products & Materials
Are your products made in Canada?
The vast majority of our products are designed, sourced, and manufactured right here in Canada. When we must source globally (such as specific technical fabrics), we partner only with ethical, certified factories that meet stringent environmental and labor standards.
How do I know what size to get for my dog's coat or harness?
Fit is crucial for safety and comfort. Every wearable product page features a detailed, product-specific sizing chart. We strongly recommend measuring your pet's neck, girth (widest part of the chest), and length (base of neck to base of tail) before ordering. If your pet falls between sizes, we recommend sizing up.
Are your cat toys safe if ingested?
Safety is paramount. Our toys are made with natural fibers like organic cotton, wool, and untreated sisal. We do not use harmful dyes or glues. However, no toy is indestructible. Always supervise play and discard toys when they show significant signs of wear or begin to unravel.
Returns & Exchanges
What is your return policy?
We stand by our provisions. We offer a 30-day return window for items in unused, resalable condition with original tags attached. Beds and soft goods must be completely free of pet hair to be eligible for a refund.
What if my product is defective?
If you receive a defective item or experience a failure due to manufacturing (such as a broken clasp or ripped seam under normal use) within 1 year of purchase, please contact us immediately with photos. We will gladly repair or replace the item free of charge as part of our "Canadian Tough" guarantee.