FAQ

Hi, I'm the founder of Pawlixo — I actually wrote these answers myself, based on the questions real customers have already sent me. If your question isn't here, just email me directly, I read every message.

Shipping

Do you ship outside Canada?

Not yet, sorry! We're a small Canadian brand and right now we ship coast to coast within Canada only. We'd love to ship worldwide eventually — if you're outside Canada, join our email list below and we'll let you know the moment that changes.

How much is shipping?

Flat $9.99 anywhere in Canada, or free if your order is $60 or more.

Okay, but how long will it actually take?

Here's the honest answer, because I'd want to know this before I ordered: processing takes 1–3 business days, then shipping takes 7–15 business days. We're not Amazon and I'm not going to pretend otherwise — we're a small operation and we'd rather tell you the real timeline upfront than have you refreshing your tracking page wondering where your order went. You'll get a tracking number by email the second it ships, so you're never left guessing.

Why does it take that long?

Short version: we keep prices fair by not running our own warehouse and marking things up to cover it. The tradeoff is a longer wait. If that's a dealbreaker for something you need fast, I totally understand — just email me before ordering and I'll tell you straight whether we can make your timeline.

My tracking number isn't updating. Should I panic?

Please don't — international tracking can go quiet for a few days mid-transit, especially once it crosses into Canada Post's network. If it's been more than 20 business days with zero movement, email me and I'll personally look into it.

Can I change or cancel my order?

If you email me within about 12 hours of ordering, almost always yes. After that it may already be in processing and harder to stop — but email me anyway and I'll see what I can do.

Returns & Exchanges

What if it doesn't work out?

You've got 30 days from delivery. Email me your order number and what's wrong, and we'll sort a refund or replacement — whichever makes sense. I just ask that the item is unused and still in its original condition.

What if the size is wrong? (This happens a lot with dog gear, no judgment.)

Totally normal — dogs come in every shape imaginable. Before you order, measure your dog's chest girth (behind the front legs, snug but not tight) and check the size chart on the product photos. Between two sizes? Size up, always. If you're still not sure, email me your dog's measurements and breed and I'll tell you honestly which size to pick — before you buy, not after.

Something arrived damaged.

That's on us. Email a quick photo within 7 days of delivery and I'll get a replacement or refund moving — no need to ship anything back.

Payment

What can I pay with?

Visa, Mastercard, Amex, Apple Pay, Google Pay, Shop Pay, and PayPal. Checkout runs through Shopify's encrypted system, so we never see or store your card details.

Is checkout actually secure?

Yes — same bank-level encryption used by major retailers, via Shopify.

About Pawlixo

Who's actually behind this?

A small Canadian operation built around one idea: most pet gear isn't made for how Canadians actually live with their dogs — real rain, real trails, real winters. We test every product against one question before it makes the store: does this help a dog spend more comfortable time outside? If not, it doesn't make the cut.

How do I reach an actual human?

Email hello@pawlixo.ca — that's me. I reply within 24 hours, usually same day.