Shipping Policy

Last updated: 26 March 2026

1. Order confirmation and processing

After you place your order, we’ll send an order confirmation by email. If you do not see it within 48 hours, please check your spam or junk folder first.

Orders are typically processed within 1–2 business days after payment is approved. Processing times are counted Monday to Friday and exclude public holidays.

If you need to change your delivery address, please contact us as soon as possible. We can usually update the address before the order ships, but once it has been dispatched, changes are no longer guaranteed.

2. Shipping coverage for Canada

This Shipping Policy applies to orders placed on our Canada store and shipped to addresses in Canada.

3. Fulfilment locations

We use a mix of local and cross-region fulfilment.

Where stock is available locally, your order may ship from a Canada-based fulfilment location. If local stock is unavailable, your order may ship from another fulfilment location, including our Asia fulfilment network.

If a cross-region dispatch is needed, delivery may take longer than a local shipment. Where possible, we will notify you and provide an updated delivery estimate.

4. Shipping options and shipping cost

Available shipping options for Canada are shown at checkout.

This may include:

  • Standard Shipping — pricing, including any free-shipping offer available for your order, is shown at checkout
  • Expedited or Express Shipping — where available, pricing is shown at checkout

If any remote-area surcharge, carrier surcharge, or other mandatory delivery-related fee applies to your order, it will be shown clearly at checkout before you complete your purchase. Canada’s Competition Bureau warns against “drip pricing,” where a promoted price is not actually attainable because mandatory non-government fees are added later.

5. Estimated delivery times

Estimated transit time for Canada is typically 4–12 business days after dispatch.

This estimate is for transit only and does not include our usual 1–2 business day processing time.

Delivery times can vary depending on stock location, destination, carrier performance, weather events, customs processing, peak periods, and other factors outside our control. If we become aware of a material delay, we will do our best to keep you updated. In Canada, materially false or misleading claims about products or services can raise issues under the Competition Act, so delivery timing should be framed transparently as an estimate rather than an absolute promise unless you can guarantee it.

6. Carriers

We work with a range of reputable shipping partners depending on the delivery destination, service selected, and stock location.

These may include carriers such as:

  • DHL
  • UPS
  • FedEx
  • EMS
  • YunExpress
  • THT
  • Wanb
  • local Canadian last-mile partners where applicable

Carrier availability may vary by order and region.

7. Tracking

Once your order has shipped, we’ll send a shipment confirmation email with tracking details.

Tracking updates can take 24–48 hours to appear after dispatch. In some cases, the final delivery stage may be completed by a local carrier or postal partner, so the tracking record may continue under a different provider.

8. Taxes, duties, and import charges

For Canada orders, any shipping charges shown at checkout relate to delivery unless clearly stated otherwise.

If your order is dispatched from outside Canada, taxes, duties, import processing charges, or similar fees may apply depending on the shipment value, product type, and how the shipment is assessed by the relevant authorities or carriers.

Where charges are collected by us at checkout, this will be shown during checkout. Where they are not collected by us at checkout, any applicable amount remains the customer’s responsibility.

9. Delivery information

Address accuracy
Please make sure your shipping address is complete and correct before placing your order. If a parcel is returned because the address provided was incorrect or incomplete, we can arrange reshipment at your expense.

Marked as delivered but not received
If your tracking shows “delivered” but you have not received the parcel, please contact us as soon as possible. We will help open a carrier investigation and review available delivery evidence, such as GPS or driver scan information where available. For some orders, signature on delivery may be used.

Damaged or missing items
If your order arrives damaged, or if an item is missing from the parcel, please contact us as soon as possible with clear photos of the packaging and contents. For faster shipping-claim handling, we recommend contacting us within 3 business days of delivery.

Split shipments
If your order contains multiple items, they may ship separately. If that happens, you may receive more than one tracking number.

10. Shipping delays

Sometimes delays happen due to weather events, customs processing, carrier backlogs, peak-season volumes, supply-chain disruptions, or other events outside our reasonable control.

If there is a significant shipping delay affecting your order, we will do our best to provide an updated status and next steps.

11. Returned parcels and shipping-related returns

If a parcel is returned to us because of an incorrect address, failed delivery caused by address issues, or refusal to pay any applicable import charges, we may offer either:

  • reshipment at your expense, or
  • a refund in line with our Return and Refund Policy

If you want to return an item for any reason not caused by delivery damage or fulfilment error, please refer to our Return and Refund Policy.

12. Consumer rights in Canada

Nothing in this Shipping Policy limits any rights you may have under applicable Canadian consumer protection law.

In Canada, consumer protection is handled through a mix of federal deceptive-marketing enforcement and provincial or territorial consumer protection regimes. The Office of Consumer Affairs notes that most provinces and territories have laws protecting consumers from unfair or deceptive business practices and provides contact routes for provincial and territorial consumer affairs offices.

13. Contact

Email: support@fluffypuppypetstore.com
Phone: +44 7831 040926