FAQs

COVID-19 UPDATES

We are still open and processing orders within 24-48 hours, Monday to Friday.

Please anticipate postal carrier delays on top of our estimated average delivery time frames listed on our shipping tab and shipping page. Please note that we have no control over your order's package and shipment once it has been passed on to the postal carrier to be shipped to you. We are only able to provide the same updates that you see on the tracking link, and carriers are no longer providing any additional details when contacted due to the large volume of inquiries they are receiving. 

Many shipments to the USA and Canada are experiencing significant carrier delivery and processing delays that are out of our control. USPS and Canada Post are experiencing these delays due to reduced domestic and international airline flight availability, increased shipment handling, and strict precautionary measures. Please note that insurance claims for lost packages have increased their waiting period until we are able to make a claim for a lost package and taking longer to get back to us post-review as many packages are not lost, but severely delayed. 

We have noticed the most severe delays with Canada Post shipments (especially to Ontario and Quebec), as well as with International shipments (especially with Asendia's service). 

We do our best to drop off your orders to be shipped within 1-2 business days of them being placed to minimize the delivery time and appreciate your patience.

For more information on COVID-19 impacts on shipping, please visit our shipping page here

- Updated 06-12-2020

ORDERING

Our website is set to show a default currency of USD, but this can be changed in the menu to other currencies in which you can check out and pay in.

Free shipping offers are based overall order subtotals after any discount codes in USD pricing. All shipping rates listed on our website are listed in USD, unless otherwise stated.

We process payments via Shopify Pay, which includes Visa, Mastercard, American Express, Discover Apple Pay, and Google Pay.

We also accept payments via Paypal and Sezzle.

Sezzle is a payment method that allows you to shop now, and pay later with 4 interest-free installments. To learn more about Sezzle, click here.

Payments are processed in USD by default, but the currency can be changed in our menu - so you can shop and pay in your currency of choice.

Once an order is processed, we are unable to change any details surrounding the purchase, such as the shipping address, payment information and order details. Please ensure all of your information is correct before placing an order. If you made an error, please email us as soon as possible at hello@bluepawco.com and we will do our best to make the change if the order has not yet been processed.

Our email order confirmations are always automatically sent as soon as you complete checkout. If you didn't receive the order confirmation email in your inbox, we would recommend checking your promotions/spam/junk folders just in case it accidentally made it's way in there. If it still is nowhere to be found, please email us at hello@bluepawco.com and let us know the name and email address used for your order so that we can re-send it to you. There have been instances where there may have been a typo in the email address entered for the order, which can be easily corrected on our end!

If you didn't receive your shipping confirmation, please contact us at hello@bluepawco.com with your order number, and we would be happy to check your order status and re-send your shipping confirmation email if needed. Most orders are shipped within 1-2 business days of them being placed. 

Due to the high volume of inquiries we receive, we are unable to adjust your order in the case that you forget to enter in a discount code. We hope that this will encourage you to take the time to double check and review your order during check out. This will save you $, and save us time! 

Only 1 discount code can be applied per order and discount codes can only be applied to regular priced merchandise.

If you're located in Canada, please feel free to shop on www.bluepawco.ca for pricing in CAD.

Otherwise, the currency displayed can be changed in our top menu (desktop) or in the mobile menu on the left (mobile), as well as at the very bottom footer of our webpage. By changing the currency, you'll be able to view, checkout and pay in your currency of choice.

Our pricing is set to USD by default on www.bluepawco.com, as we do sell and ship worldwide.  and USD is more commonly seen and exchanged with as a currency than CAD.

SHIPPING & TRACKING

We're based in Vancouver, Canada. All of our orders are packaged and shipped from our office in Vancouver. Orders that ship via standard shipping to Canada and USA will not incur any duties. International orders and express shipments to the USA are subject to import duty taxes, VAT and/or handling fees, which we cannot control and are not responsible for.

Yes, we offer free shipping on USA and Canada orders over $75 USD. Orders must equal or exceed the amount shown after all discounts and coupons have been applied to qualify for the promotion.

We try our best to process orders within 1-2 business days of being placed, with most being processed within 24 hours. 

We drop off your packages to our shipping partner in Vancouver. All orders are dropped off at our shipping partner within 1-3 business days, unless otherwise stated. They partner with other carriers and drop off your packages with the appropriate carriers to get your package to you as soon as possible. 

The shipping timeframe can vary depending on the location and shipping method. Shipping timeframes stated below are only estimates and exclude holidays, weekends, and unforeseen postal delays that are out of our control. Once an order is shipped, we are unable to expedite it or make any changes.

USA: 3 - 9 Business Days
Canada: 2 - 10 Business Days
International: Average 6 - 22 Business Days (the further the destination is from Canada, the longer this delivery may take)

Please note that rural addresses and customs may lead to increased transit times that exceed the dates listed above. If your package has exceeded the estimated transit times listed above, and your tracking link has not been updated for a while, please feel free to contact us and we can do our best to assist. Please bear in mind that once the package has been handed over to the shipping courier, there may be circumstances out of our control leading to package delivery delays.

For the most accurate information on when your package will arrive, please refer to your tracking number. 

As soon as your order has been shipped, you will receive a shipping confirmation email from us that contains a link to track your package, if the shipping method chosen includes tracking. Please allow a few days for the link to display any information. Please note that 'Canada Post International Small Packet Air' does not include tracking.

Once your order has been shipped and the package has been handed over to the postal carrier, we are unable to make any changes to your shipping method. At times, the postal carrier can be delayed at updating their tracking links. This does not mean that the package is not still in transit to you. 

If your package has entered your destination country and no longer has any updates, or has been listed as handed over to customs for an extended period of time, please contact your local customs office or post office for an update.

There have been cases where national postal carriers did not leave a notice that the package was ready for pick up, or required duties to be paid. This is out of our control, so we recommend checking the tracking link every so often as it gets closer to the estimated delivery window to avoid your package being returned to the sender.

Please note that we have noticed shipments to Germany being held in customs for an extended period of time - if you notice that your shipment has been in customs for several days, we recommend contacting your local customs office for more information.

Blue Paw Co. is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at hello@bluepawco.com.

If your tracking number says that your package has been delivered but you haven't received anything, we suggest doing the following:

1. Verify the shipping address on your order that it's correct

2. Look for an attempted delivery notice slip

3. Double check your area in case it's stored in a hidden area

4. Check to see if your neighbours or someone in your residence accepted it

5. Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving

Blue Paw Co. is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at hello@bluepawco.com.

Estimated delivery times do not include weekends, statutory holidays, customs/postal delays, or our order processing time.

There are times that a postal service will provide an estimated delivery date, but due to postal delays that are out of our control (such as weather, or carrier issues), the delivery may arrive with a bit of a delay. We recommend contacting the postal carrier directly or checking your tracking link for more updates. If there is an extended period of time where there are no updates, please contact us at hello@bluepawco.com and we will do our best to try and assist in locating your package. Unfortunately, once the package is passed to the postal carrier for shipment and delivery, we don't have much control and often time, aren't able to get additional updates other than what is listed on the tracking link.

RETURNS & EXCHANGES

We currently do not accept exchanges, as our product collections are limited edition and have a possibility of selling out. We are unable to guarantee that your desired style or size will be in stock at the time of a return.

The best course of action would be to return the original item(s) for a refund and place a new order for the desired item(s).

Our return policy lasts 30 calendar days from the date an order is delivered, or 45 calendar days from the date of purchase if shipment tracking delivery confirmation is unavailable for the destination country. If this time has passed, unfortunately, we are unable to accept returns or provide a refund. Also, items marked as a FINAL SALE are not eligible for a return/refund.

To be eligible for a refund, your item (s) must be new, unused, unworn, HAIR-FREE and in the same condition that you received it with all original tags attached.

For more information on how to return, please view our 'Returns' page by clicking here.

We’re sorry about that! Each Blue Paw Co. item undergoes a quality control assessment prior to shipment. In the unlikely event that any items you receive are faulty/damaged or the wrong item was sent due to our error, please email hello@bluepawco.com within 3 days of receipt of the item(s) to notify us. A member of our team would be more than happy to look into this for you.

Please include your order number, contact details, details of the fault/damage/item and a photo or video, if possible, of the fault/damage/item.

Unfortunately, we cannot guarantee that the same style or size item will be in stock at the time of replacement, as our products are limited edition. If the item is out of stock, we would be able to offer another item that is in-stock of the same value of your choice, a refund, or store credit, including shipping costs.

Refunds are processed for the funds to be applied back to the original method of payment. This may take approximately 3-10 business days for your bank to process the refund and post it to your account. Returns via Sezzle also take between 3-10 business days to process. You can incur an installment charge during this period of time, but any amount paid should be refunded directly by Sezzle.

If you haven’t received a refund after 10 business days, first check your bank account again, as sometimes transactions take some time to be officially posted.

Next, please contact your credit card or bank institution for an update.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@bluepawco.com.

PRODUCT SIZING & CARE

Our Blue Paw Co. items are designed to fit the majority of dog breeds, but special attention was taken into consideration to perfectly fit French Bulldogs, Boston Terriers, and Pugs. Our products are able to fit small to large breeds - please refer to our sizing page for more information. If you are between sizes, we recommend sizing up.

Here is a link to our sizing page, which includes size guides for all of our products and instructions on how to measure your pup: Sizing Page

All of our items are labeled as cold hand-wash only, which is recommended. Gently hand-wash your items in cold water with a gentle soap/detergent and air dry.

If you wish to machine wash your products, ensure that you wash them in cold water on the "delicates" cycle. There is a potential risk for hardware scratches depending on your washer - so this isn't our recommended washing method. If you do wash your items using this method, please air dry and do not place the items in the dryer.

1. Unbuckle both Blue Paw Co. branded buckles on the belly strap of the Reversible Harness

2. Turn the Reversible Harness inside out

3. By grabbing onto both Blue Paw Co.-branded buckles, turn the belly strap until the branded side of the buckle is facing backward from the original starting point (the branded side of the buckle will show on the same side as the desired print)

4. Pull the middle strap attached to the neck of the harness through the hole of the D-ring used for leash attachment

5. Re-attach the belly strap to the two branded buckles, feeding it through the loop of the middle strap attached to the neck portion of the Reversible Harness

SOCIAL MEDIA

Instagram: @bluepawco

Facebook: @bluepawco

We'd love for you to follow us and be the first to know about upcoming product launches, giveaways, promotions, and just for checking out the cutest fam ever!

We love to feature our Blue Paw Co. fam in their gear!

Follow the steps below for a chance to be featured on our social media accounts:

1. Follow us on Instagram: @bluepawco

2,Post photos of your pup wearing their Blue Paw Co. gear

3. Tag your photos with #bluepawco and @bluepawco

Thank you so much for your interest! Feel free to shoot us an email regarding why you think a collaboration would be mutually beneficial to hello@bluepawco.com.

Due to the high number of inquiries we receive, we are unable to respond to all collaboration inquiries.

WHOLESALE

If you are interested in becoming a stockist, please email us at wholesale@bluepawco.com with the following information:

1. Your Name & Company

2. Email

3. Location

4. Website (if applicable)

5. Type of Business (Online, Storefront)

Thank you so much for your interest in our products, We will be in touch!

GENERAL

If you have any other questions that we didn't cover, please shoot us an email at hello@bluepawco.com. A member of our team will be happy to assist.