Shipping & Returns

Shipping within Canada

We ship across all provinces and territories from our studio in Ontario. Orders are packed within 1–2 business days, Monday to Friday, excluding statutory holidays.

• Flat rate shipping: $12 CAD
• Free shipping on orders over $35 CAD
• Ontario & Quebec: 2–5 business days
• Rest of Canada: 4–9 business days
• Remote and northern postal codes may require additional transit time

Tracking is emailed as soon as your parcel leaves us. We currently ship within Canada only.

Duties and taxes

All prices are in Canadian dollars. GST, HST, or PST is applied at checkout according to the shipping province. Tax amounts appear on your order summary before payment and on your receipt.

Returns and exchanges

If something isn't right, you may return unused items in their original condition and packaging within 30 days of delivery for a refund or exchange. Refunds are issued to the original payment method within 5–10 business days of receiving the return.

• Return shipping is the customer's responsibility unless the item arrived damaged or incorrect.
• Used grooming items, opened catnip products, and clearance items are final sale for hygiene reasons.
• Toys that have been chewed or played with cannot be resold and are not eligible for return.

Damaged or incorrect orders

Email hello@thesoftpawstory.ca within 7 days of delivery with your order number and a photo. We will arrange a replacement or a full refund, including shipping, at no cost to you.

Questions

Visit our FAQ or contact us — we reply within two business days.