SHIPPING POLICY
PROCESSING TIMES
All orders are currently handmade within 3–7 business days, excluding weekends and holidays, after your order is received. You will receive a notification when your order has shipped. Most orders are shipping in 3-5 business days.
Orders are made in the order they are received. During busy periods, including the holiday season, it may take longer to work through the order queue. If our current production time is longer than 3–7 business days, the updated timeframe will be clearly displayed throughout the website before you place your order.
Production time is separate from shipping and delivery time. Please see the applicable shipping section below for estimated delivery times.
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CANADA SHIPPING RATES & DELIVERY ESTIMATES
Shipping within Canada is available by Oversized Lettermail or Tracked Parcel, depending on the items in your order and the shipping method selected at checkout.
OVERSIZED LETTERMAIL — $2
Oversized Lettermail is our default shipping method for qualifying items that can be safely and appropriately shipped through Canada Post's Lettermail service.
This service is sent using postage stamps and does not include tracking, insurance or a guaranteed delivery date.
Estimated delivery: 3–21 business days
Delivery times are generally shorter for urban locations and longer for rural, remote and northern areas. Due to the new Canada Post Mandate, non-urgent mail now moves through the postal network using ground transportation rather than air transportation, which can significantly increase transit times for destinations farther from major urban centres. In some rural and remote areas, delivery may take the full 21-business-day estimate or longer.
The 3–21 business-day timeframe is an estimate only and does not include our production time. Weekends and holidays are not counted as business days. Delivery may take longer during periods of high mail volume, weather disruptions, transportation delays or other circumstances affecting Canada Post service.
Because Oversized Lettermail is untracked and uninsured, we cannot provide a tracking number or determine the location of an item once it has entered the mail stream.
TRACKED PARCEL
Some items do not qualify for Lettermail and must be shipped as a tracked parcel. These currently include:
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Leashes
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Made-to-match flowers
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Assembled bow ties
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Sailor bows
Tracked shipping is also available as an upgrade for orders that qualify for Lettermail.
Tracked parcels are shipped using the fastest and/or most economical available service based on the dimensions, weight and destination of the package. Depending on the shipment, we may use Canada Post, UPS, Purolator, Chit Chats or another appropriate carrier.
Tracked shipments include tracking and carrier insurance or other applicable carrier coverage for eligible loss and, where available, damage, subject to the terms and requirements of the carrier and shipping service.
CURRENT CANADIAN TRACKED SHIPPING RATES
Our current standard tracked shipping rates are:
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Local: $8.00
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Ontario: $9.50
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Alberta, British Columbia, Manitoba, Quebec and Saskatchewan: $11.00
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Maritimes: $13.00
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Nunavut, Yukon and Northwest Territories: $20
These rates are subject to change from time to time based on carrier rates, shipping costs and other operational factors. The shipping rate displayed at checkout at the time your order is placed is the rate that applies to your order.
DELIVERY ESTIMATES FOR TRACKED PARCELS
Tracked parcel delivery times vary depending on the carrier, service selected, origin, destination and other conditions. The estimated delivery timeframe provided at checkout or by the carrier is an estimate and is not a guaranteed delivery date unless the applicable carrier service specifically provides a delivery guarantee.
Rural, remote and northern destinations may take longer than deliveries to major urban centres.
PO BOXES AND RURAL ADDRESSES
Some courier services require a street address. If your address is a P.O. Box or cannot be served directly by the selected courier, we may use Canada Post or a shipping service that provides final-mile delivery through Canada Post.
FREE TRACKED SHIPPING
Canadian orders totaling $100 or more before tax qualify for free tracked shipping, regardless of the items included in the order.
Qualifying orders will be shipped using an appropriate tracked parcel service at no additional shipping charge.
PICK UP
As an online store, we do not have a brick and mortar location to pick up orders, however, customers can inquire about picking up an order in the South Etobicoke area at a local public area for the safety of all parties. This is not guaranteed and is subject to timing and availability.
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USA SHIPPING RATES & DELIVERY ESTIMATES
All U.S. orders, except stickers, are shipped using a fully tracked delivery service through Chit Chats, with final-mile delivery by USPS.
SHIPPING RATE
The current U.S. shipping rate is $13.99 CAD per order.
The shipping rate is subject to change from time to time. The rate displayed at checkout when your order is placed is the rate that applies to your order.
DELIVERY ESTIMATE
Estimated delivery for U.S. orders is 4-7 business days after your order has shipped.
This is an estimate provided by the carrier and is not a guaranteed delivery date. Delivery may take longer due to customs processing, weather, transportation delays, mail volume, holidays or other circumstances outside our control.
U.S. TARIFFS, DUTIES & CUSTOMS CHARGES
All U.S. orders are shipped DDP (Delivered Duty Paid).
The applicable U.S. customs duties and tariffs are calculated and charged at checkout as a separate tariff charge. These amounts are prepaid to the U.S. government on your behalf through our shipping provider.
You will not be required to pay these applicable tariff or customs charges again when your order is delivered.
The tariff charge shown at checkout is based on the applicable requirements and rates in effect when your order is placed. U.S. tariff and customs requirements may change, and any resulting changes to the applicable charge will be reflected in the price shown at checkout.
TRACKING & DELIVERY
U.S. orders are fully tracked and are delivered through USPS after entering the U.S. postal system.
Once your order has shipped, you will receive tracking information. Please monitor the tracking information for delivery updates and contact us if there is a problem with your shipment.
Tracked shipments include carrier insurance or other applicable carrier coverage for eligible loss and, where available, damage, subject to the terms and requirements of the carrier and shipping service.
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LOST OR MISSING PACKAGES
The procedures below apply to Canadian and U.S. shipments. International shipment procedures are addressed separately in the International Shipping section below. If your order has not arrived within the applicable delivery timeframe, please first check that the shipping address provided with your order was correct and review any tracking information available for the shipment.
If you believe your order is missing, the steps we take depend on the shipping method used.
CANADIAN OVERSIZED LETTERMAIL
Oversized Lettermail is untracked and uninsured. Once an item has been mailed, there is no tracking information available to determine where it is within the postal system.
If your Lettermail order has not arrived after 21 business days, please:
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Confirm that the mailing address provided with your order was correct.
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Contact Canada Post and report the item as not received or irregularly delivered.
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Obtain the Canada Post service ticket or reference number provided when you report the issue.
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Contact us at support@poochandtabby.com and provide the service ticket or reference number.
Canada Post does not provide individual investigations for untracked letter mail, but reporting the issue allows Canada Post to record the delivery problem.
The 21-business-day point is when we ask you to begin reporting the delayed item to Canada Post. It does not mean that the shipment is considered lost.
If the item still has not arrived after 30 business days, we will consider it lost for purposes of reviewing the shipment and determining whether a replacement, refund or other resolution is appropriate.
Pooch & Tabby retains proof of shipment for Lettermail orders and can provide a photo of the stamped item upon request.
Because Oversized Lettermail does not include tracking or insurance, we cannot guarantee delivery or recover an item once it has entered the mail stream. Delayed items may occasionally be delivered well after the expected delivery timeframe.
CANADIAN TRACKED PARCELS
If a tracked Canadian shipment has not arrived within the applicable delivery timeframe, please check the tracking information first and confirm that the shipping address was correct.
If the package appears to be delayed or missing, contact us at support@poochandtabby.com. We can initiate or participate in a carrier investigation where available.
You may be asked to provide information or documentation needed to assist with the investigation or insurance claim. Carrier investigations and claims are subject to the applicable carrier's procedures, requirements and time limits.
If a carrier investigation confirms that a package was lost, we will review the available carrier coverage and determine the appropriate resolution in accordance with the carrier's claim process and our Returns & Exchanges Policy. Canada Post notes that only the sender can request compensation for a missing package.
U.S. TRACKED SHIPMENTS
U.S. orders are shipped using a fully tracked service through Chit Chats, with final-mile delivery by USPS.
If your tracking information indicates that your package is delayed or missing, please contact us at support@poochandtabby.com. We will review the tracking information and determine the appropriate next step with the shipping provider.
You may be required to assist with the carrier's investigation or missing-mail process and to provide information or documentation requested by the carrier or insurance provider. USPS provides a Missing Mail search process for mail that is lost, late or missing, and claims may require supporting documentation.
Please cooperate with any reasonable request for information or documentation needed to investigate the shipment or process an insurance claim. Failure to provide required information may prevent a carrier investigation or claim from being completed.
IF TRACKING SHOWS "DELIVERED" BUT YOU CANNOT FIND THE PACKAGE
A tracking status showing Delivered does not automatically mean that a package has been lost.
Before contacting us, please:
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Verify that the shipping address was correct.
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Check your mailbox, porch, entrance, side or back door and other usual delivery locations.
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Check with household members, neighbours, building management, concierge or a mailroom where applicable.
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Review the carrier's tracking information for any additional delivery details.
If you still cannot locate the package, contact us at support@poochandtabby.com.
For tracked shipments, we may contact the carrier and request additional delivery information or begin an investigation where available. Depending on the carrier and circumstances, this may include delivery scans, location information, a Missing Mail search or other documentation.
For U.S. shipments delivered by USPS, the carrier may provide additional delivery information associated with the delivery scan. USPS records a delivery date, time and delivery location for packages marked Delivered.
If the carrier or insurer requires information, documentation, an affidavit or other confirmation from the recipient in order to investigate the shipment or process a claim, the recipient must provide the requested information.
A replacement or refund is not automatically issued solely because a shipment is reported as missing after being marked Delivered. The available carrier evidence and the circumstances of the shipment will be reviewed before a resolution is determined.
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INTERNATIONAL SHIPPING
International shipping is currently available to Australia and New Zealand.
We do not currently ship to other international destinations.
SHIPPING RATE
The current international shipping rate is $18 CAD per order.
International orders are shipped using Chit Chats International Tracked. The shipment is tracked throughout the international shipping process and is transferred to the destination country's postal service for final delivery.
The shipping rate is subject to change from time to time. The rate displayed at checkout when your order is placed is the rate that applies to your order.
DELIVERY ESTIMATE
Estimated delivery for international orders is 7–27 business days after your order has shipped.
This is an estimate and is not a guaranteed delivery date. International shipments may take longer due to customs processing, border inspections, transportation delays, weather, mail volume, holidays or other circumstances outside our control.
EMAIL REQUIRED FOR INTERNATIONAL SHIPPING
An email address is required for international orders because recipient contact information is used by the shipping carrier and destination delivery partners for delivery, customs clearance and shipment-related communications.
Your email address will be provided to the shipping carrier as part of the information required to create and process your international shipping label. It may also be provided to the destination postal service or other delivery partners involved in delivering your package.
You may receive notifications regarding your shipment, including delivery updates, customs clearance, a package being held for collection, or other information needed to complete delivery.
Please provide an email address that you actively monitor so that you can receive these communications. By placing an international order, you acknowledge that your email address will be shared with the shipping and delivery services involved in transporting your order.
CUSTOMS, DUTIES & IMPORT CHARGES
Pooch & Tabby does not collect or prepay destination-country taxes, duties, levies, brokerage fees or other import charges for international orders.
International orders are shipped DAP (Delivered at Place). Any charges imposed by the destination country or carrier in connection with importing or receiving your order are the responsibility of the customer.
If you are contacted by the carrier or customs authorities regarding your shipment, you are responsible for responding to any requests and paying any applicable charges necessary to receive your order.
REFUSED, UNCLAIMED OR UNDELIVERABLE SHIPMENTS
If you refuse delivery, decline to pay applicable customs or import charges, fail to provide information required for customs clearance, or otherwise do not accept your shipment, the package will not be returned to Pooch & Tabby. Undeliverable shipments are disposed of in the destination country.
Because these shipments are not returned to us, no refund will be issued for an order that is refused, abandoned or otherwise not delivered because the recipient did not accept the shipment, pay applicable charges or meet the destination country's import requirements.
LOST OR DAMAGED INTERNATIONAL SHIPMENTS
International shipments are sent using a tracked service with carrier insurance or other applicable coverage for eligible loss and, where available, damage, subject to the terms and requirements of the carrier and shipping service.
If your international shipment appears to be lost or arrives damaged, please contact us at support@poochandtabby.com as soon as possible.
We will review the tracking information and, where appropriate, work with the carrier to initiate a claim or investigation. You may be required to provide photographs, information or other documentation requested by the carrier or insurer in order for a claim to be processed.
A replacement, refund or other resolution will be determined after the shipment and any applicable carrier claim have been reviewed.