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.
Delivery Area: We currently deliver throughout Ontario, Canada. These shipping rates apply to all products, including Tagtail items, cat furniture, and pet stairs. We do not currently ship outside Ontario.
Ontario Shipping Rates: Orders of CAD $49 or more qualify for free shipping. Orders below CAD $49 have a flat shipping fee of CAD $5.99. The free-shipping threshold is calculated after discounts and before taxes. Applicable taxes are shown at checkout. The same shipping rule applies to all products, including heavy or oversized items, with no separate oversized-item shipping surcharge.
Delivery Times: Standard shipping times vary by destination and carrier. Ontario orders usually arrive in 1–3 business days after dispatch; delivery estimates may vary by location and carrier service.
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. 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.
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!