UPDATE MAY 14, 2021 – COVID-19 RELATED DELAYS
Canada Post has suspended ALL on-time delivery guarantees due to the recent closing of a shift at a sorting facility in Mississauga. Canada Post has stated that they are evaluating and adapting their contingency plans to manage the impact this is having on their customers and have asked all Canadians to expect their packages to arrive later than usual.
For more information on Canada Post’s latest COVID-19 public updates click here.
Many of our customers are experiencing significant delays. Please expect your package to be delayed up to a week, and in some cases, longer.
It is important to note that Canada Post investigations into delayed packages have been reserved only for packages that are either:
A: delayed 21 business days past the delivery standard date.
B: deemed lost (no scans or updates for 15 business days)
Any package that is not 21 days past the delivery standard date will not be investigated by Canada Post.
Canada Post is our carrier of goods, however their operations are outside our control. The Pawsitive Collection is not responsible for the delay of packages and will NO LONGER be replacing delayed packages that have not undergone an investigation.
Packages that are lost will be replaced following the results of an investigation.
We truly appreciate your patience, understanding and support during this time and we will continue to do our best to keep our customers informed as this situation progresses.
Shipping Area and Rates
The Pawsitive Collection ships only within Canada and only to Canadian Provinces. Shipping rates are calculated in real time during checkout based on destination and weight of the package. International Shipping is not available at this time.
Order Processing Times & Order Tracking
Once an order has been processed, we are unable to upgrade or change shipping methods. We are also unable to add a product, modify or cancel the items on your order once it has been confirmed.
Orders typically take 1-2 business days to process before they ship – excluding weekends and holidays. Shipments are sent out on Tuesday’s and Friday’s of the week. However, we do reserve 2 to 3 business days to ship your order in case any of the items are out of stock due to delayed shipments from our suppliers. You will receive an email confirmation with your order tracking number when your order ships. Please check your ‘Spam/Junk’ email folder for this confirmation.
Note that delivery date are estimates only, delivery times vary on Canada Post.
It is a customer’s responsibility to track the package and pick it up on time from the community box, at the door or Post Office, as Canada Post might deliver the package sooner than ETA and/or leave it at your door. Any spoilage of temperature sensitive products resulted due to prolonged pick up time will not be refunded. Products ordered and delivered to any remote location and affected by extreme weather conditions cannot be refunded.
⭐️ PLEASE NOTE⭐️
If you would like to add a signature to your package for security purpose, please leave a letter ‘S’ in the order memo.
If your order is returned to us for any of the following reasons we will refund your payment method for the product returned minus the original shipping fees and any additional fees incurred to return the products to our warehouse (including return postage, handling).
– Incorrect / Incomplete / Undeliverable address
– No one available to accept the delivery
– Order refused by the customer for any reason including damaged product/products
Damaged or Missing Products
Any product damages or missing items must be communicated to us within 24 hours after the parcel is delivered. Damaged product photos should be sent to email@example.com. Please DO NOT DISPOSE of the damaged product before the matter is addressed. In some cases we may ask for a product to be shipped back and will provide you with a pre-paid return label. Note, that if the product is not available, we will not be able to offer a refund or re-ship it.
Returns and Refunds
We accept all returns on products within 30 days of the original shipment date from our warehouse. We understand that Hemp Cannabinoids varies from pet to pet and if it isn’t working out for yours, send us an email: firstname.lastname@example.org. The Pawsitive Collection will ONLY pay for a return label if a product arrived damaged or was shipped in error. Otherwise, the customer is responsible for the shipping costs. We recommend consulting with us prior to shipping back any products, we’ll send you a tracking code for its safe return. Please note that a product is required to be returned in order for a refund to be issued. Sometimes we might be able to issue a refund based on a photo confirmation of a product damage.
We guarantee that we will not ship any Treat supplement with less than 4 months remaining before its best before date, and any Oil product with less than 1 year.
Sold Out or Discontinued Items
Occasionally an item sells out or may be back ordered and we may need to issue a refund or cancel your order. One of our customer service representatives will notify you within 1 business day if an item is back ordered or out of stock.