FAQ

If you cannot find the answer to your question here (or in the Shipping & Returns Policy), please contact Paws Up with your question.

How do I become a Pet Party Consultant?
Paws Up will be accepting consultants in the near future (Spring 2010). For more information please email consultant@pawsup2006.ca or view www.pawsup.ca.

Do you have a print catalog?
We don’t offer a print catalog of all out products, but we will be offering Pet Party Consultant print catalogs soon with some of our most popular items.

Do you sell your items wholesale?
No, we are a retailer only. We do not manufacture or sell any of our products to other retailers.

I am a wholesaler/designer interested in having my product sold through your company. How do I get in touch with you?
We're always interested in hearing about new products. If you are a designer, manufacturer or wholesaler of pet related products and accessories and are interested in doing business with Paws Up, please send your information to joanne@pawsup2006.ca.

Do you have a store?
We have a “store” built within our home. Appointments must be made to view the “store”.

When can you make deliveries?
Paws Up makes home deliveries on certain days during certain hours and requires a minimum of a $20.00 order. Please refer to the online calendar for more information.

Do you ship outside the Canada?
No, sorry. At this time we are only able to sell and ship items to addresses within Canada.

I clicked Pay Pal as the payment option, but I didn't get anything?
For local and non-local customers that choose Pay Pal as the method of payment, a manual invoice is sent through Pay Pal from Paws Up. The reason why Paws Up does this is when non-local orders are placed with the Pay Pal payment option, the shipping needs to be calculated then added to the order manually.

What does the status of my order mean?
Below lists the various statuses and what they mean:

Status Heading	Meaning
"Pending"	Your order has been submitted, but it has not been processed.
"Processing - To Be Shipped"	Your payment has been approved and your order will be shipped.
"Processing - Payment Authorized"	Your payment has been approved and your order can be locally delivered/picked up.
"Processing - Payment At The Door"	Your order has been acknowledged and payment will be completed locally at your door.
"Processing - Awaiting Payment"	Your order has been acknowledged and is awaiting for your payment.
"Payment Declined"	Payment was not approved.
"Completed"	Your order was paid and delivered/mailed.
"Completed - Shipped"	Your order has been paid and has been dropped off at Canada Post.
"Completed - Delivered"	Your order has been paid and has been locally delivered by Paws Up
"Completed - Customer Pick-Up"	Your order has been paid and has been picked up at Paws Up's location.
"Cancelled - No Response"	Your order was cancelled due no response to communication and the order is no longer processed. No payment is processed.
"Cancelled - Customer Request"	Your order was cancelled at your request and no payment is processed.
"Fraudulent"	Your order is suspicious and will not be processed.
"Delivered - Outstanding Payment"	Your order was delivered, but you have an outstanding balance that requires payment.

I need help sizing an item. What should I do?

Please review the sizing measurements for the clothing you are viewing. Sizes will vary from designer to designer. Below is a chart to show where to take measurements.

For assistance, please contact Paws Up and we will reply as soon as we can.

What forms of payment do you accept?
Online we accept Visa, Master Card, and Pay Pal. For local payments at the door, we accept Visa, Master Card, Debit, Cash, and Personal Cheques.

I changed my mind. Can I cancel my order?
You cancel an order before local deliver is made or before your package is mailed out. If you do not cancel before that, the return policy applies.

What are your shipping charges?
Local deliver is free and requires a $20.00 minimum order. For items that required to be mailed, shipping costs need to be calculated then you will receive a shipping quote before your order is processed. For more information about shipping please review our Shipping Policy.

When will my order arrive?
Depending on your location, earliest as one day (local delivery) or latest as 15 business days for stocked items. For more information about shipping please review our Shipping Policy.

What if my package cannot be delivered?
If your package is returned or refused for some reason, we will attempt to contact you via email or telephone. If we are not able to get in touch with you, your card will be charged for shipping and a 25% restocking fee. To avoid this problem, please make sure you entered the correct shipping address when you ordered from us, and make sure there's someone available to accept your package when it arrives. For more information about shipping please review our Shipping Policy.

What is your return and exchange policy?
Most items can be returned for a refund or exchange within 14 days from date it was received. Please review our Return Policy for a more detailed answer.

My dog wore this dog shirt a few times and then we decided it's just not the right style for them. Can I return or exchange it?
No, sorry. We only accept items for return or exchange if they are in original and unused condition. Items that appear used or incomplete in any way will not be accepted, and will be returned to you at your cost if applicable. For more information about returns for a refund or exchange please review our Return Policy.

Can I return these dog treats? My dog didn't like them.
Sorry, no. We do not offer returns or exchanges on any perishable or food items. For more information about returns for a refund or exchange please review our Return Policy.

I bought my dog a costume for Halloween. I'm not sure it will fit. Can I return or exchange it?
For holiday dog clothing and accessories, we offer a one time size exchange only (10% restocking fee will apply for additional exchanges). No returns, so please measure your pet to ensure a perfect fit. For more information about returns for a refund or exchange please review our Return Policy.

What is your policy on custom orders?
We do not offer refunds or exchanges on custom or engraved orders. To ensure that you are satisfied with your selection, be sure to measure your dog and refer to the size chart provided in the product description. When ordering an engraved item, double-check your spelling. For more information about returns for a refund or exchange please review our Return Policy.

A friend bought me a dog jacket from your web site. Can I return the jacket for cash?
You can return the item if you have the receipt, it must be within 14 days from the date of purchase, and the item is in its original, unused condition.

I bought my pup a shirt a month ago and it no longer fits, can I to exchange it for a bigger size?
Unfortunately, puppies will grow and they will out grow any clothing you buy them until they mature. We will not exchange or refund clothing that your pup has out grown.

Do you offer grooming or boarding?
Sorry, no we don't. The best we can do is try to offer you a list of possible groomers and kennels/boarding. Both services are very hard to come by, so there's no guarantee that you will be able to get an appointment. Our recommendation is ensure that the people/company is licensed and insured that handle your 4-legged friends.

Would you recommend pet insurance?
Pet insurance can be very handy if something accidental happens or your pet requires major care. Most insurances will cover various accidents, illnesses, tests, medicines, and dental. One recommended from Paws Up is PetSecure. They offer different packages and discounts if you insure more than one pet. Also they can provide insurance for emergency boarding, holiday cancellation, cremation, and other different benefits.

I'm looking a certain of pet food, what brands do you carry or can bring in?
Paws Up mainly stocks Mulligan's Stew, Taste Of The Wild, Nature's Logic, TimberWolf, and Fromm. Other foods that can be specialty ordered are: Solid Gold, Halo, Merrick, WholeEarth Farms, Before Grain, Diamond Naturals, Evangers, Premium Edge, Azmira, Addiction, Chicken Soup, Wenaewe, NRG, ZiwiPeak, FirstMate.

I'm looking for an item that you do not carry, but can you get it for me?
Paws Up will do its best to find the item you are looking for. Paws Up has access to thousands of different products that are not listed. All non-stocked items must be paid in full before the item will be specialty ordered for you.

Member Area

Information

Products: 614
Categories: 46
Prices: Canadian Dollars