Exchanges & Returns

We accept returns and exchanges within 14 days of delivery.

Eligibility

To be eligible, items must be:
· Unused and in new condition.
· Returned with original tags and packaging.
· Clean and free of dog hair, dirt, and damage.
· All return and exchange requests may be subject to photo review before approval.

Exchanges

We are happy to offer exchanges for a different size, color, or style, subject to availability.

Returns

We accept returns for:
· A refund to your original payment method
· Store credit

A $6.99 return/exchange processing fee will be deducted from refunds issued to the original payment method. This fee does not apply to store credit returns.

How to start a return or exchange

1.  Email us at pawpawlemon@outlook.com with your order number 
2. Tell us which item(s) you would like to return or exchange.
3. Briefly explain the reason for your request and confirm that the    item meets the policy above.
4. Our team will review your request within 1–2 business days.
5. If approved, you will receive a prepaid return label.
6. Send the item back to us.
7. Once the item has been inspected, we will process your refund, store credit, or exchange.

We offer free standard shipping in Canada on orders over $50 CAD, or on orders over $35 CAD within the Ottawa region. Orders below $50 CAD are subject to a flat shipping fee of $6.99 CAD.
For customers in the Ottawa area, orders over $35 CAD before tax qualify for same-day delivery if placed before 3 PM. Orders placed after 3 PM will be delivered the following day.
We are unable to ship to Quebec at this time.
For orders shipping to Yukon, the Northwest Territories, or Nunavut, there is a flat shipping fee of $9.99 CAD regardless of order subtotal.

After placing your order, you should receive a confirmation email shortly after checkout.If you haven’t received it, please check your spam or junk folder first. If it’s still missing, the email address entered at checkout may have been incorrect.

Please contact us at pawpawlemon@outlook.com with your full name and order number, if available, and we’ll be happy to help confirm your order status.

Once your order ships, you’ll receive a confirmation email with your tracking number and a link to track your package. You can also log into your account to view your order status, if applicable.

If you can’t find your tracking email, please contact us at pawpawlemon@outlook.com and we’ll be happy to help.

Orders are typically processed within 1–2 business days. Once shipped, standard delivery usually takes 3–5 business days, depending on your location. You’ll receive a shipping confirmation email with tracking information once your order is on the way.