Everything you might want to know before, during, and after your order. If your question isn't here, reach us anytime at support@paw-leaf.com.
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards through Shopify Payments, plus PayPal at checkout. Every transaction is encrypted and secure.
What currency are your prices in?
All prices are listed in Canadian dollars (CAD).
Can I change or cancel my order after placing it?
We pack orders quickly, so reach out as soon as possible at support@paw-leaf.com. If your order hasn't shipped yet, we'll do our best to update or cancel it, though this isn't always possible once an order is placed.
Shipping
How long does it take to ship?
Orders are processed within 1–3 business days. You'll get a confirmation email when you order, and another once it's on its way.
How much does shipping cost?
Standard shipping is a flat $9.99, free on orders over $60 CAD. Small, lightweight items ship at a reduced flat rate shown at checkout. Local delivery within Waterloo and Kitchener is $5.99, free on orders over $60 CAD.
Do you offer local delivery?
Yes — if your address falls within the Waterloo–Kitchener area, you'll see a local delivery option at checkout. We hand-deliver these ourselves, usually within 2–3 business days.
How long will delivery take?
For shipped orders, estimated delivery is 3–8 business days after processing, depending on destination and service. These are estimates, not guarantees.
Can I track my order?
Most orders ship with tracking, emailed to you once your order is on its way. Some lightweight items may ship without tracking, which will be noted at checkout.
What if my package is lost or delayed?
Once a shipped order leaves our hands, delivery timing is in the carrier's control. If a tracked package appears lost or significantly delayed, contact us at support@paw-leaf.com and we'll help investigate.
Returns & Refunds
What is your return policy?
We accept returns of eligible items within 30 days of delivery. After 30 days, all items are final sale. All returns require authorization first, so email us at support@paw-leaf.com with your order number and reason before sending anything back.
What items aren't eligible for return?
Opened towels and other body-contact textiles, gift or promotional items, and sale or clearance items are final sale.
What if my item arrives damaged or defective?
Email support@paw-leaf.com within 7 days of delivery with photos, and we'll arrange a replacement or refund — your choice.
How long does a refund take?
Approved refunds go back to your original payment method, minus original shipping. Depending on your bank, it can take up to two billing cycles to appear.
Product Care
These are general care suggestions.
How do I care for felt items (coasters, bag charms, magnets)?
Spot clean with a damp cloth and a little mild soap. Avoid soaking, and let items air dry away from direct heat so they keep their shape.
How do I wash my leaf hand towels?
Machine wash cold on a gentle cycle and skip the bleach or fabric softener, which can affect absorbency. Tumble dry low or air dry to help the embroidery and color last.
How do I clean my tufted rug?
Shake out or vacuum on a low setting regularly, and blot spills right away with a damp cloth and mild detergent. Avoid full submersion or machine washing.
How should I store photo albums and bag charms?
Keep them out of direct sunlight and away from moisture to help prevent fading or tarnishing over time.