Frequently Asked Questions

Have a question about Maple Paw? Find answers to some of our most common questions about our products, orders, shipping, returns, and customer support.

About Maple Paw

What is Maple Paw?

Maple Paw is a Canadian-focused pet brand offering thoughtfully selected products and everyday essentials for dogs, cats, and pet-loving families.

We focus on products that combine quality, comfort, functionality, and thoughtful design.

What types of products do you sell?

We offer a growing collection of:

• Dog Essentials
• Cat Essentials
• Toys & Enrichment
• Feeding & Wellness
• Travel & Outdoor
• Everyday Pet Supplies

Are your products suitable for all pets?

Every pet is different. Please check the product description, size information, and specifications before purchasing to make sure a product is suitable for your pet.

If you're unsure, please contact us and we'll be happy to help.

Orders & Payments

How can I place an order?

Browse our store, select the product and any available options such as size or color, and click Add to Cart. Then proceed to checkout and complete your order.

What payment methods do you accept?

We accept the secure payment methods available at checkout. Available payment options may vary depending on your location and device.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel your order. We process orders quickly, so changes or cancellations cannot always be guaranteed once an order has entered processing or has been shipped.

Will I receive an order confirmation?

Yes. After placing your order, you'll receive an order confirmation by email. If you don't see it, please check your spam or junk folder.

Shipping & Delivery

Do you offer free shipping?

Yes. Free shipping is available on orders of $75 or more across Canada, subject to the terms shown at checkout.

How long does shipping take?

Delivery times vary depending on your location, shipping method, product availability, and the carrier. Available delivery estimates will be shown at checkout.

How can I track my order?

Once your order has shipped, you'll receive a shipping confirmation with tracking information when available.

What if my package is delayed?

Carrier delays can occasionally occur because of weather, holidays, high shipping volumes, or other circumstances. If your tracking information has not updated for an extended period, please contact us and we'll help you investigate.

Do you ship across Canada?

Yes. We aim to serve customers across Canada. Available shipping options and delivery times will be shown at checkout.

Returns & Refunds

What is your return policy?

We accept eligible returns within 30 days of delivery, subject to our Returns & Refunds Policy.

Products must generally be unused and in their original condition and packaging.

How do I request a return?

Contact us with your order number and the reason for your return. We'll provide you with the next steps and return instructions.

What if I receive a damaged or incorrect product?

Please contact us as soon as possible after receiving your order. Include your order number and clear photos of the product and packaging so we can review the issue and assist you.

When will I receive my refund?

Once an eligible return has been received and inspected, we'll process the refund. The time it takes for the refund to appear in your account may depend on your payment provider.

Products

How do I know which size to choose?

Please check the size guide and product specifications on the individual product page. If you're unsure, contact us before placing your order.

Are product colors exactly as shown online?

We make every effort to display product colors accurately. However, colors may appear slightly different depending on your screen settings and lighting.

How should I care for my Maple Paw products?

Care instructions vary by product. Please check the individual product page and any care instructions included with your purchase.

Customer Support

How can I contact Maple Paw?

You can reach us through our Contact Us page. If you're contacting us about an existing order, please include your order number so we can assist you more quickly.

How quickly will you respond?

We aim to respond to customer inquiries as quickly as possible during our normal support hours. Response times may be longer during weekends, holidays, or periods of high demand.

I still have a question. What should I do?

We're happy to help. Please visit our Contact Us page and send us your question. Our team will do its best to assist you.

We're Here for You & Your Pets

At Maple Paw, we want shopping for your pet to be simple, convenient, and enjoyable.

If you can't find the answer you're looking for, get in touch with us and we'll be happy to help.