Shipping policy
Order Processing: We strive to fulfill your orders as quickly as possible. In-stock items are typically processed and prepared for shipment within 1–3 business days after you place your order (we’ll contact you promptly if any item is unexpectedly out of stock or delayed). Once your order is ready to go, we will email you a confirmation along with a tracking number so you can follow the delivery progress.
Local Delivery (Greater Toronto Area): For customers in our local service area (Toronto and most surrounding GTA regions), we offer a convenient local delivery option. Orders over $59 qualify for free local delivery. Orders under that amount can still be delivered locally for a small fee (calculated at checkout, usually a flat rate). If you place your order before early afternoon, we can often deliver it the same day or by the next business day. Our team will coordinate with you via email or phone to confirm a delivery time window. Please note that for condo or apartment buildings, our couriers will deliver to the building lobby or concierge for security reasons – we’ll notify you upon arrival. (If special arrangements are needed for delivery, just let us know and we’ll do our best to accommodate.)
Shipping Within Canada: We ship to all Canadian provinces and territories. Shipping fees are calculated at checkout based on your address and the weight/size of your order. Free shipping is available on orders over $99 in most Canadian locations (after discounts and before taxes). Orders below that threshold will incur a shipping fee that will be clearly shown at checkout before you finalize payment. We primarily use major carriers like Canada Post, UPS, or FedEx to ensure reliable delivery. Standard shipping times vary by destination – local Ontario orders usually arrive in 1-3 business days, while cross-country shipments (e.g. to BC or the East Coast) may take around 5-7 business days. (Please note: if you are in a very remote or rural area, or if you’ve ordered an extremely heavy/oversized item, additional shipping charges may apply. In such cases – which are relatively rare – we will contact you to discuss the options before proceeding. We always aim to find the most affordable way to get your order to you!)
Shipping to the USA: We are pleased to offer shipping to the United States for most products. At checkout, you can switch to USD currency and enter your U.S. address to see shipping rates. Please be aware that any import duties, taxes, or customs fees imposed by U.S. authorities are the responsibility of the customer. Those fees (if applicable) are not charged by Forpaws and are usually collected by the carrier or customs upon delivery. Shipping times to U.S. destinations typically range from 5-10 business days, depending on location. If you have any questions about shipping to the U.S. or need assistance, feel free to contact us – we can help provide more precise estimates or info as needed.
Order Tracking: Every order, whether local or shipped, comes with a tracking number. Once your package is dispatched, we’ll email you the tracking information. You can click the tracking link to see updates on the delivery status. For local GTA deliveries handled directly by our team or courier, you’ll receive a notification (email or text) when the delivery is en route. If you have any issues or haven’t received your order in the expected timeframe, please reach out and we will investigate immediately.
Incorrect Addresses: Please double-check your shipping address when placing an order. If you realize there’s a mistake (such as a missing unit number or postal code error), contact us right away. We can often fix an address prior to shipment, but once a package is dispatched, we cannot reroute it. Packages returned to us due to an incorrect or incomplete address can be re-shipped, but we may need to pass on the additional shipping cost, so it’s best to ensure the address is accurate to avoid delays. We are not responsible for packages delivered to an address that was provided incorrectly if we were not notified in time.
Lost or Delayed Packages: We use reputable carriers and will help as much as possible to resolve any delivery issues. If your package seems to be taking unusually long or tracking hasn’t updated, let us know. While delays are rare, they can happen (especially during holidays or due to weather). We will work with the carrier to locate the package or arrange a solution. Rest assured, your satisfaction is important to us – we’ll do our best to ensure you receive your order or, in the case of a lost shipment, to send a replacement or issue a refund.
Remote Areas and Oversized Items: As noted, very remote areas within Canada (and some northern territories) may not be eligible for free shipping due to high courier costs. Similarly, exceptionally heavy or oversized items (for example, large furniture pieces or bulk orders) might incur a surcharge even if the order value is over $99. If this applies, we will contact you before shipping to confirm any extra cost. You will have the option to approve the additional fee, modify your order, or cancel for a full refund if the revised shipping cost is not acceptable. We want to be transparent so there are no surprise charges.
International Shipping: At this time, we only ship within Canada and the United States. If you are located outside of these countries and are very interested in our products or services, please contact us directly. In special cases, we might be able to arrange an international shipment, but please note that shipping fees and import requirements would be assessed on a case-by-case basis.
Local Pickup: Currently, we do not have a physical retail storefront. All orders are fulfilled via delivery or shipping. If in the future we offer a pickup location, we will update this policy to reflect that option. For now, leave the heavy lifting to us – we’ll bring your order right to your door!
If you have any other questions about our shipping policy or need help with an order, please reach out to us at our contact email or through the Contact Us page. We’re here to help and want to ensure your experience with Forpaws is pawsitively amazing, from shopping to delivery!