Shipping policy
We ship across Canada, and hand-deliver locally within KW areas.
Processing time: Orders are processed within 1–3 business days. You'll receive a confirmation email when your order is placed, and a follow-up when it's on its way.
Shipping rates:
- Standard shipping: flat $9.99, free on orders over $60 CAD.
- Small, lightweight items: a reduced flat rate, shown at checkout.
- Local delivery (Waterloo & Kitchener): $5.99, free on orders over $60 CAD.
Local delivery: If your address falls within the Waterloo–Kitchener area (postal codes beginning with N2), you'll see a local delivery option at checkout. We hand-deliver these ourselves, usually within 2–3 business days, and you'll get a note when your order is on its way. Because these are delivered by us rather than a carrier, they don't include carrier tracking — but we'll always let you know when yours is coming.
Delivery time: For shipped orders, estimated delivery is 3–8 business days after processing, depending on destination and service. These are estimates, not guarantees, and don't include processing time.
Tracking: Most orders ship with tracking, emailed to you once your order is on its way. Some lightweight items may ship by a reduced-rate service without tracking; this is noted at checkout.
Lost or delayed packages: 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. For untracked items, we're unable to trace or guarantee delivery.
Incorrect addresses: Please make sure your shipping address is correct at checkout. We aren't responsible for orders sent to an incorrectly entered address, though we'll always do our best to help.
Questions? Email us at support@paw-leaf.com.