Shipping & Delivery

Shipping & Delivery Policy

At MapleLeafPet, we strive to get your orders to you as quickly and affordably as possible. Our Shipping & Delivery Policy outlines the order processing times, shipping options, costs, and what to expect once you’ve placed an order. We aim for transparency so you can shop with confidence.

Order Processing Time

  • Handling Time: Orders are typically processed and prepared for shipment within 1-2 business days. This is the time we need to carefully pack your items and hand them off to the shipping carrier.

  • Business Days: Business days are Monday through Friday, excluding holidays. Orders placed on weekends or holidays will begin processing on the next business day. For example, if you place an order on Friday evening, it will be processed by Monday or Tuesday.

  • Order Confirmation: After placing your order, you will receive an order confirmation email. Once your order is dispatched, we will send a shipping confirmation email with tracking information.

Shipping Destinations

  • Domestic Shipping (Canada): We proudly ship throughout Canada. Whether you’re in a big city or a rural area, we will deliver to your door or mailbox via reputable carriers.

  • United States: We also ship to the United States. Standard international shipping rates and times apply (see below).

  • International Shipping: MapleLeafPet offers worldwide shipping to many other countries. During checkout, available shipping options will be displayed after you enter your address. If your country is not supported or if we cannot ship a particular product to your region, you will not be able to complete the checkout for that address, and we will notify you accordingly.

    • Please note: International customers are responsible for any customs, duties, or import taxes that may apply upon the parcel’s arrival. These fees are not included in our pricing or shipping charges, as they are levied by your local customs authorities. We have no control over these charges and cannot predict their amount. We recommend checking with your country’s customs office for information on potential fees before ordering.

Shipping Options & Costs

  • Standard Shipping: We offer standard ground shipping via major carriers such as Canada Post, USPS, UPS, or FedEx (depending on destination). The cost for standard shipping will be calculated at checkout based on your order weight, dimensions, and delivery address. We strive to keep shipping rates affordable.

  • Express Shipping: If you need your order faster, expedited shipping options may be available at checkout (e.g., 2-Day or Overnight shipping). Additional charges will apply for express services, as displayed during checkout.

  • Free Shipping: We currently offer free standard shipping on orders that meet a minimum subtotal value. For example: Free shipping on orders over $50 within Canada. (If applicable, adjust this threshold to match current promotions.) Eligible orders will automatically have the free shipping option at checkout. This offer may occasionally be subject to change during promotions, but current free shipping terms will always be advertised on our website.

  • Shipping Promotions: From time to time, we may run special shipping promotions (like free upgrades to express shipping or seasonal free shipping campaigns). Be sure to subscribe to our newsletter or follow our social media for announcements on these deals.

Estimated Delivery Times

We work with reliable shipping partners to deliver your order swiftly. Below are the estimated delivery times for our standard shipping service (after your order has been processed and dispatched):

  • Within Canada: Typically 5-10 business days for most urban addresses. Rural or remote areas may take a few days longer.

  • United States: Approximately 3-7 business days. Since packages must cross the border, they may occasionally be subject to short customs delays.

  • International: 7-21 business days depending on the destination country and customs process. Major cities in Europe or Asia usually see deliveries in about 1-2 weeks, whereas more remote locations can take up to 3 weeks.

Please note that these timeframes are estimates provided by the carriers. Actual delivery dates can vary due to factors beyond our control, such as postal delays, customs processing, or carrier backlogs—especially during peak holiday seasons. We will do our best to inform you of any known delays affecting the shipping network.

If you require a guaranteed delivery date, consider choosing an express shipping option if available, and feel free to contact us to help arrange it.

Order Tracking

  • Tracking Number: Once your order ships, you will receive a shipping confirmation email that includes a tracking number and a link to track your package. You can click the link or enter the tracking number on the carrier’s website to see the status of your delivery.

  • Multiple Packages: If your order contains multiple items, they might ship from different warehouses in separate packages. In such cases, you will receive separate tracking numbers for each shipment, and they may arrive on different days. We will indicate in your shipment confirmation if an order is split into multiple packages.

  • Tracking Updates: Tracking information is typically updated within 24 hours of shipment pickup. If the tracking number shows no movement initially, please allow a little time and check again. Feel free to contact us if you have concerns about the status of your shipment.

Delivery Issues and Lost Packages

We want your order to reach you safe and sound. If you encounter any issues with delivery, here’s how we can help:

  • Delayed Delivery: If your package is taking longer than expected, first track the shipment to see if there are any updates or notices (sometimes carriers mark if there’s an exception or delay). If it’s significantly overdue beyond the estimated window, contact us and we will assist by reaching out to the carrier to investigate.

  • Lost Package: In the rare event a package is presumed lost in transit (no tracking update for an extended period), we will work directly with the shipping carrier to file a lost package claim. Rest assured, you will not be out of pocket for lost items – we can either send a replacement order or issue a full refund, depending on your preference and product availability. We will keep you informed throughout the claims process.

  • Wrong Address: Please double-check your shipping address when placing an order. If you realize you made an error in the address, contact us immediately. We can often correct an address if the order has not yet shipped. However, if an incorrect address results in a package being undeliverable and returned to us, we can reship it to a corrected address (additional shipping charges may apply). If the package is not returned (delivered to an incorrect address that cannot be recovered), we will handle these cases individually to find a fair solution.

  • Package Marked as Delivered, But Not Received: Occasionally, a package might be marked "delivered" by the carrier before it actually arrives, or it may be delivered to a front office or neighbor. If the tracking shows delivered but you did not receive it, please:

    • Check around your property and with neighbors or building managers (for apartment complexes) to see if it was left in a safe place.

    • Wait 1 business day (sometimes carriers mark delivered slightly in advance).

    • If it still doesn’t turn up, contact us and we will help coordinate with the carrier to locate the package or send a replacement if necessary.

Damaged or Missing Items in Order

Despite our best packing efforts, damage can occasionally occur in transit. Also, human errors can lead to an item missing from a package. Don’t worry – we will make it right:

  • Damaged Items: If your order arrives damaged, please contact us within 48 hours of delivery. Send us a brief description of the damage along with one or two photos, and we will immediately work on a resolution. Depending on your preference, we can send a replacement for the damaged item or issue a refund. We will also provide instructions on whether the item needs to be returned or can be disposed of, and we’ll cover any return shipping in the case of damaged goods.

  • Missing Items: If an item is listed on the packing slip or confirmation email but wasn’t in the box, first check if your order was shipped in multiple packages (the packing slip should indicate if items are coming separately). If everything should have been in one shipment and something is missing, contact us right away. We will either ship the missing item immediately or, if it’s out of stock, offer an alternative solution such as a refund or a substitute product, according to your wishes.

Your trust is important to us, and we will always do our best to resolve shipping or delivery issues promptly.

Additional Shipping Notes

  • Holiday Shipping: During holiday periods (November/December) or peak sale events, order processing and delivery may take longer due to high volume. We encourage ordering early during these times. We will post any known cutoff dates (last day to order for delivery by Christmas, for example) on our website.

  • COVID-19 or Unexpected Delays: If external factors (like weather emergencies or public health situations) cause widespread shipping delays, we will provide notices on our site and do all we can to inform you of any impact on your order.

  • Customer Support: If you have any questions about shipping before you order, or concerns after you’ve ordered, feel free to reach out to us at [mapleleafpet@gmail.com]. We can provide custom shipping quotes for bulk orders, clarify any doubts, and generally assist to ensure your experience is smooth.