Canada Pooch — Expert Guide to Customer Service

Overview and what to expect

Canada Pooch is an established pet apparel and accessories brand that sells online and through select retailers. For customers, the most practical starting point is the official website (canadapooch.com) where product pages, sizing guides, warranty statements and the Help/Contact sections are typically published. Expect product categories such as coats, sweaters, harnesses and booties with typical retail price ranges roughly between CA$20 and CA$160 depending on style and materials; check the site for current MSRP and promotional pricing.

Customer service for specialty apparel brands like Canada Pooch usually focuses on order support, sizing & fit guidance, returns/exchanges, and warranty/repair for manufacturing defects. Response times vary by channel: typical email/contact form replies from boutique brands arrive within 24–72 business hours, while phone support (if offered) usually operates during standard business hours (for Canadian companies commonly Mon–Fri, 09:00–17:00 ET). Always refer to the retailer’s posted policies for exact timelines and hours.

Primary contact channels and documentation

The fastest, most verifiable contact route is the brand’s own website. Look for a Help, Contact Us, or Customer Service link in the site footer; this will point to the official contact form, email address, and any listed phone number. Social channels (Instagram, Facebook) can be useful for general inquiries but are not reliable for account-specific or billing matters because they lack secure verification of purchase details.

When you prepare to contact customer service, include concrete documentation: order number, SKU or product name, date of purchase, billing name and email, and clear photos of any issue (defect, fit problem, shipping damage). Including the exact invoice amount and payment method last four digits accelerates verification and reduces back-and-forth.

Checklist before you contact support

• Order number or invoice (e.g., INV-2025-000123), purchase date, retailer (site or third‑party retailer).
• Product identifiers: SKU, style name, size; attach high-resolution photos (show tags, defects, packaging).
• Desired outcome: refund, replacement, size exchange, repair, or technical advice (state this up front).
• Payment and shipping info: last 4 digits of card, shipping tracking number, and courier name if applicable.
• Any prior case numbers or email threads—reference them to preserve continuity.

Common issues and practical resolutions

Sizing and fit are the most frequent reasons customers contact a pet-apparel brand. Use the brand’s published measurement chart (neck, chest, back length) and compare with your dog’s measurements taken with a soft tape measure. If an item does not fit as expected, many companies permit exchanges for a different size if the item is unworn, with tags attached and within the returns window.

Shipping or fulfillment problems—late delivery, missing items, or incorrect shipments—require two pieces of action: check carrier tracking first (often 24–72 hours lag) and then contact customer service with tracking details. For lost-in-transit goods, companies commonly file a claim with the carrier and either issue a prepaid return label or ship a replacement. Refund timelines vary: refunds to a credit card are often processed within 5–10 business days after the return is received and inspected.

Returns, refunds, and international orders

Most direct-to-consumer pet brands use a standard return window of 14–30 days from receipt; confirm the exact number on the product page or Help center. Some goods (final sale, clearance, or personalized items) may be non‑returnable. Restocking fees are uncommon for small apparel brands but can appear on third‑party retailer returns—always read the returns policy prior to purchase.

International customers should expect duties, taxes and customs clearance delays. Import fees are calculated by the destination country and are not controlled by the seller; Canada Pooch sellers commonly state that international customers are responsible for these charges. Shipping transit for standard international parcels is typically 7–21 business days; expedited options are available at additional cost (often CA$25–CA$75 depending on weight and destination).

Escalation, accountability, and consumer protections

If initial customer service contact does not resolve the issue within a reasonable timeframe (for example, no substantive reply in 5 business days for an urgent shipping or defect claim), escalate politely: request supervisor review, ask for a case number, and set a deadline for resolution (e.g., “Please resolve by 5 business days from receipt”). Keep all emails and message timestamps to document the timeline.

If escalation through the brand fails, your next steps depend on the payment method and location. For credit card purchases, contact your bank to discuss chargeback options (commonly available within 60–120 days of the transaction). For Canadian customers, consider contacting the provincial consumer protection office; in the U.S. or EU, similar consumer agencies provide mediation services. Small-claims court is a last resort where the claim’s value justifies the time and filing fee.

Escalation step-by-step

• Step 1: Contact support with full documentation and request a case number.
• Step 2: If unresolved in 5 business days, request supervisor review and set a clear resolution deadline.
• Step 3: Use payment dispute channels (card issuer chargeback) or file a complaint with the relevant consumer protection agency if no satisfactory outcome.

Does Canada Pooch ship to the USA?

Where does Canada Pooch ship to? We currently ship within Canada and the United States, as well as Puerto Rico. Outside of Canada, the United States, and Puerto Rico, we’re able to ship to Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, and the United Kingdom.

What is Canada Pooch refund policy?

Each retailer has their own set of return policies and Canada Pooch is only able to refund, exchange, or credit a purchase if it was made directly through the Canada Pooch website. Returns and exchanges are accepted within 15 days from the initial delivery date.

How do I contact Canada Pooch?

Code § 1798.83) is shared with third parties, what categories of personal information we have shared with third parties in the preceding year, as well as the names and addresses of those third parties, please e-mail us at: [email protected]; call us at: (800) 673-9344; or send us mail to: Canada Pooch Ltd., Attn: …

Who owns Canada Pooch?

Jacqueline Prehogan
How I Met My Dog Speaks to: 001 Jacqueline Prehogan – Founder and CEO of Canada Pooch.

How do I cancel my subscription on Pooch and Mutt?

Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word manage next to each. Find the one you’d like to remove and either skip upcoming order, press pause or cancel subscription.

Is Canada Pooch a Canadian company?

Founded in Toronto, Canada, this innovative company combines fashion-forward designs with high-quality materials to create products that cater to the comfort and style of dogs.