Shipping & Returns
Notice for Holiday Season Delivery: Order placed on or after Dec.23rd, will be processed and shipped after Dec. 26th.
** Order will be processed within 24hrs after it placed.
** Please allow 1-14 business days for your order arrived (GTA areas 1-2 business days).
** Some products may need longer delivery time, which will be shipped separately.
** If a shipment is refused and returned to us, which is caused by customer, reshipment fee will be borne by customer.
** Customers will afford their own duties and import taxes on international orders, which will not be calculated at the checkout. Joy Paw cannot be responsible for any delays, removal, destructions, seizure, or returns when importing products to recipient's country. The recipients/customers are responsible for understanding the importation regulations of shipping to their destination country.
Standard shipping rates will be calculated at checkout, if orders not meet Free Shipping conditions listed below.
Free Standard Shipping for Physical Products:
** Excluding Gift Cards and Customized Paintings.**
🐾 Orders over CAD$79 after coupons/discounts have been applied and before tax are Free Shipping in GTA Ontario, including Milton, Oakville, Brampton, Mississauga, Etobicoke, North York, Downtown, Scarborough, Markham, Vaughan, and Richmond Hill.
* $5 flat rate will be added for order weight over 25kg in GTA areas.
* $8 flat shipping rate for order less than $79 in Toronto GTA.
🐾 Orders over CAD$100 after coupons/discounts have been applied and before tax are Free Shipping in the West of Ontario, including Guelph, Burlington, Hamilton, Kitchener, Waterloo, Cambridge, London, and Niagara Falls.
* $5 flat rate will be added for order weight over 25kg in the West of Ontario.
* $10 flat shipping rate for order less than $100 in the West of Ontario.
🐾 Orders over CAD$200 after coupons/discounts have been applied and before tax are Free Shipping in Canada and United States.
* $20 flat rate will be added for order weight over 15kg in the rest of Canada (outside GTA areas and the West of Ontario areas) and United States.
* ZIWI products are not allowed to ship to US.
🎨 Customized Paintings are Free Shipping in GTA Ontario including Milton, Oakville, Brampton, Mississauga, Etobicoke, North York, Downtown, Scarborough, Markham, Vaughan, and Richmond Hill. Self pick-up for the rest of the regions.
❣❣❣ International Shipping
Shipping fees will be calculated at the Checkout Page.
If you are not satisfied with your online purchase, we will happily offer a refund. For products returned in their original packaging with a receipt within 30 days of purchase, refunds will be issued in the same form of payment the product was purchased. Any merchandise that is in used condition and/or returned without the original packaging may be refused.
* Foods/Treats/Any oral intake products are non-refundable, no-return, or non-exchangeable due to hygiene concerns.
Shipping charges are non-refundable unless due to an error caused by Joy Paw or any product damages caused by the couriers. Joy Paw will not pay for the shipping fees for product returns unless due to the manufacturer/product defects (such as product quality or safety issues) or any product damages caused by the couriers.
For products returned in their original packaging with a receipt within 30 days of purchase, we offer free exchanges. Shipping charges are non-refundable, and standard shipping costs will be applied to the exchanged products.
Some Exceptions to Our Policy Regarding Returns, Exchanges, and Refunds, Include:
- No returns, exchanges, or refunds for any clearance items (products labelled as “On Sale”), Boutique Gifts, pre-order products, or any other products with description of "no returns, non-exchange, and no refund".
- Refer to Product Pages for specific terms & conditions for Customized Gifts and Memberships.
- If a customer makes frequent returns and/or exchanges of the same item(s) repeatedly and/or return/exchange in bulk often, such returns and/or exchanges may be refused in our sole discretion.
If there is a product defect from the manufacturer, you will have 15 days from the date of purchase to choose either exchange for replacement or refund. For exchange, we will at our option, either (i) repair the Product using either new or refurbished parts, or (ii) replace the Product with a new or refurbished Product that is equivalent to the Product to be replaced for free (includes free shipping cost in North America regions; a standard shipping cost will be applied in outside North America regions), after confirming the defection; For refund, we will refund in the same form of payment the product was purchased, after confirming the defection. Feel free to keep/discard the defect Product.
- To report a defected item, please contact us through Claim Returns/Exchanges with the following information:
- Photograph of the item and a closeup of the defected part
- Brief description of the defect
- Order number
We offer warranties for some products, please check each product details for more information. Exchanges, returns and/or refunds are based on their warranty terms.
Please contact us at Claim Returns/Exchanges to arrange your return, exchange, and refund.