Return Policy

We want you to have the best Gentle Paw experience. If you are not 100% satisfied with your purchase you can return your order for a full refund within 30 days of receiving your item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@gentlepaw.ca. If your return is accepted, we’ll send you instructions on how to send your package. Our Mailing address is:

3271 Bloor St W, Unit 202

Toronto, ON M8X 1E2, Canada

Items sent back to us without first requesting a return will not be accepted. Return shipping costs are the responsibility of the customer. We recommend selecting a trackable shipping method and insuring the package.

Damages and issues

Please inspect your order upon reception and contact us at support@gentlepaw.ca immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and assist you with the exchange/ refund process.

Exceptions / non-returnable items

Sale Items

All items listed in our "Sale" section are FINAL SALE are not eligible for returns/refunds.

Gift Cards

Gift cards are not eligible for returns or refunds.

Exchanges

We want to make sure our gear is fit perfectly for your pets. Our exchanges are processed as new orders. Begin by following the return process for your order. Then place a new order for the size/color you need. Immediately placing a new order ensures that you’ll get the new product quickly and that it won’t go out of stock while you wait. Shipping charges may apply to new orders. If you have any questions, please contact us at support@gentlepaw.ca.

Refunds

Upon receipt of the product, we will inspect your item(s) and then initiate a refund. Our goal is to process your return within three to five business days of receipt. Credits may take up to an additional five business days to post to your account. 

Final credit to your account depends on the policies of the bank or institution of your original payment method.

Please note: refunds do not include shipping costs paid on your original order (if applicable).