Frequently Asked Questions
Your Order
Covid-19 Update
We’re operating as normal and we don’t expect any delays, however it might take your national mail service a little longer to deliver your parcel.
Where is my order/tracking number?
When your item is dispatched, we will send you an email with your tracking information. You should receive a tracking number and link to a website where you can track your parcel.
We are aware that tracking isn’t working for some of our custom products. If you ordered a custom item and haven’t been sent any tracking 7 working days after ordering, let us know and we can help you out.
If you need help, give us a shout on email. We’re always happy to lend a hand.
Something is missing from my order
If you ordered more than one product, it’s very likely that they will arrive separately as our products are made by various partners. You should receive tracking for each parcel as they are dispatched, so please check the tracking on your missing item.
If you’re still unsure about the whereabouts of your missing item, shoot us an email or contact us via Live Chat.
Quality & Order Processing
Are the socks machine washable?
Yes Absolutely! They’re machine washable but aren’t bleach safe. PLEASE DO NOT WASH WITH BLEACH. Although we use superior quality ink and a proprietary technique of sublimation printing, the initial wash will wash off excess ink. This is normal, but the socks will retain their vibrancy if you wash them in cold water. For additional information, please message us.
Shipping
I just completed my order; how long will it take to arrive?
Shipping will take 3-7 days business days from the time it is shipped (domestic orders). International shipping takes roughly 2-3 weeks.
Please note: If you order on Friday, your order will be shipped on the following Monday. Canada Post does not pick up from us on weekends.
You will get tracking information the following day and another status update e-mail will follow.
***We are closed during weekends and all major Canadian Holidays.
Send us a message if you have any additional questions. You can contact us at [email protected]
Do you ship to my country?
We only ship to: Canada and USA
What Shipping options do you offer?
Currently only Canada Post for domestic and international orders, but we are working on adding UPS or FedEx in the near future
I won't be at home to receive my order. What now?
That’s okay, you’re out living your best life.
Your postie should either leave your parcel in a safe place, with a neighbour, or he’ll drop a ‘We Missed You’ card in your letterbox.
The postie should reattempt delivery at least once or you can fetch it from your local sorting office within 7 days. Be sure to take the card and some form of photo ID with you.
Returns
I received a faulty item
Uh oh, sorry about that. We’re happy to arrange a refund or replacement for you. Please contact us within 30 days of receipt of the item and we’ll get that sorted for you. Email us a picture of the faulty item at [email protected]
What's your return/exchange policy?
Sorry, no returns/exchanges accepted at this time.
Payment
What payment methods do you accept?
We accept the following payment methods: American Express, Visa, Mastercard, and PayPal.
I have a PawFriends voucher/gift card. How do I use it?
Once you’re ready to checkout, enter your code in the designated discount/voucher space.
Donations
Do you offer any donations or participate in any charity work?
We do, proudly! While we are still seeking opportunities to establish long-term partnerships with charities, we accept donation requests from charitable and non-profit organizations. If you have a fundraiser or holiday event and you’d like a nice gift from us for your guests, send us a message. It’s always heart-warming to see our products go to a good cause.
Read more here about the Animal Charities we’ve been donating to since 2015 including the Annex Cat Rescue, World Animal Protection and Humane Society International.
Write To Us
Want to tell us something?
Are you looking for a specific item you would like us to carry?
We will be happy to hear your suggestions!
Write to us at [email protected]
