Thank you for choosing PAWU. We currently process and ship all orders from Toronto, Ontario, Canada. This policy explains our shipping areas, rates, processing times, and delivery procedures.
1. Shipping Destinations
PAWU currently ships within Canada only.
Our standard shipping rates apply to addresses in Canada’s ten provinces. Orders shipping to Yukon, the Northwest Territories, Nunavut, and certain remote postal codes may require a separate shipping quote and may not qualify for our standard free shipping offer.
If no shipping option appears during checkout, please contact us at info@pawupet.com with your postal code and the products you would like to order. We will confirm whether delivery is available and provide a shipping quote when possible.
All applicable shipping charges will be displayed before you complete your purchase. We will not add additional shipping charges after your order is placed without your agreement.
2. Shipping Rates and Free Shipping
All prices and shipping thresholds are stated in Canadian dollars. Applicable taxes are calculated separately at checkout.
Our standard shipping rates for eligible products are:
| Shipping destination | Orders under C$75 | Orders of C$75 or more |
|---|---|---|
| Standard delivery areas in Ontario | C$8.99 | Free standard shipping |
| Standard delivery areas in the other Canadian provinces | C$12.99 | Free standard shipping |
| Canadian territories and remote areas | Quoted separately | Standard free shipping does not apply |
The free shipping threshold is calculated using the discounted subtotal of eligible products, before taxes and shipping charges.
Certain larger products, including some pet carriers and travel bags, may have separate shipping charges because of their size and weight. Any special shipping conditions will be clearly stated on the applicable product page.
Unless otherwise stated on the product page, products with separate shipping charges do not qualify for our standard free shipping offer.
If an order contains both standard products and separately charged oversized products, the standard products may qualify for free shipping once their eligible subtotal reaches C$75. Any applicable shipping charge for the oversized product will still apply.
The complete shipping cost will always be displayed at checkout before payment.
If PAWU chooses to divide an order into multiple shipments for operational reasons, we will not charge you additional shipping fees without your agreement.
3. Order Processing Time
In-stock orders are normally processed and transferred to the carrier within 1–2 business days after payment has been successfully completed.
Business days are Monday through Friday, excluding statutory holidays. Orders placed on weekends or statutory holidays will begin processing on the next business day.
Processing time is separate from shipping time. An order confirmation email means that we have received your order; it does not mean that the order has shipped.
Preorder, personalized, or other special-order products may have different processing times. Where applicable, the estimated processing time will be stated on the product page.
If an item becomes unavailable or your order experiences a significant processing delay, we will contact you with an update and explain the available options.
4. Estimated Delivery Times
After an order has been transferred to the carrier, estimated standard delivery times are:
| Shipping destination | Estimated transit time after shipment |
|---|---|
| Standard delivery areas in Ontario | 2–5 business days |
| Standard delivery areas in other Canadian provinces | 4–9 business days |
| Canadian territories and remote areas | Confirmed based on the address and available carrier service |
These delivery times are estimates and are not guaranteed arrival dates. The total time from ordering to delivery includes both the order processing time and the carrier’s transit time.
Weather conditions, statutory holidays, peak shipping periods, carrier disruptions, and circumstances outside our reasonable control may cause delays.
If your order is significantly delayed, please contact us. We will help you review the tracking information and, when appropriate, open an inquiry with the carrier.
Nothing in this section limits any cancellation, refund, or other rights available to you under applicable consumer protection laws.
5. Tracking Information
When your order ships, we will send a shipping confirmation to the email address provided at checkout. When tracking is available, the confirmation will include your tracking number or a link to track the shipment.
It may take some time after shipment for the carrier’s first tracking scan to appear.
If the package is past its estimated delivery date or its tracking information has not updated for an extended period, please contact us at info@pawupet.com and include your order number.
6. Shipping Addresses and Order Changes
Please review your delivery information carefully before completing your purchase. This includes the recipient’s name, street address, apartment or unit number, postal code, and contact information.
If you need to change your address or cancel an order, please contact us as soon as possible. We will try to assist if the order has not yet been transferred to the carrier. Once an order has shipped, we may be unable to change or intercept it.
If a package is returned because the buyer provided an incorrect or incomplete address, refused delivery, or failed to collect the package, we will contact the buyer to discuss reshipment or a refund.
Any actual return or reshipping charges resulting from an incorrect address or an unclaimed package will be explained before we process the selected option.
If the delivery problem was caused by an error made by PAWU, we will be responsible for the reasonable cost of correcting it.
7. Lost, Damaged, or Missing Packages
If tracking shows that your package was delivered but you cannot find it, please check:
- The mailbox, front door, side entrance, and other safe delivery locations;
- Your building’s reception desk, concierge, mailroom, or parcel locker;
- Whether a family member, neighbour, or building representative accepted it;
- Whether the carrier left a delivery notice.
If you still cannot locate the package, please contact us promptly. We will help you contact the carrier and determine an appropriate solution based on the investigation and applicable law.
If your package or product arrives visibly damaged, please keep the product, shipping label, and packaging whenever possible. Contact us with your order number and photographs showing the damage so that we can review the issue.
If you cannot provide photographs, you may still contact us and explain what happened.
Customers will not be responsible for reasonable return or replacement shipping costs when an item was damaged during delivery.
8. Contact Us
For questions about shipping, tracking, or an order, please contact:
Please include your order number and a brief description of the issue so that we can assist you efficiently.