Each PAWSH HOUSE piece is prepared, inspected and packaged with care before leaving the House. Shipping is calculated at checkout, based on the destination.
Orders are processed once payment has been successfully authorized. Because many PAWSH HOUSE pieces are handcrafted, limited-edition or made in small quantities, preparation times may vary by item.
Any estimated processing or delivery timeline shown on the Website is provided in good faith but is not guaranteed. Bespoke and made-to-order pieces will follow the timeline confirmed by the PAWSH HOUSE Concierge.
Shipping is calculated at checkout and is based on the destination and the nature of the pieces ordered. The charge is shown before payment is completed.
Once an order has been dispatched, tracking information will be sent to the email address provided at checkout, where tracking is available.
Delivery dates are estimates and may be affected by circumstances outside the control of PAWSH HOUSE, including carrier delays, customs processing, weather, service interruptions or incorrect delivery information.
Clients are responsible for providing a complete and accurate shipping address. PAWSH HOUSE cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
International orders may be subject to customs duties, import taxes, brokerage charges or other fees imposed by the destination country.
These charges are the responsibility of the recipient and are separate from the PAWSH HOUSE purchase price. The shipping charge covers carriage only; it does not cover duties or import taxes.
Please examine your order carefully and promptly upon delivery. Any concern regarding a possible crafting flaw must be reported to PAWSH HOUSE within 48 hours of confirmed delivery. To initiate a review, please email concierge@pawshhouse.com. The email must include:
Please retain the item, all original packaging, protective materials, labels and documentation until the House has completed its review. Submitting a request does not automatically authorize a return. The item must first be reviewed and approved by PAWSH HOUSE.
A return may be considered only where PAWSH HOUSE determines that the item contains a genuine crafting or manufacturing flaw. If the return is approved, the House will provide instructions regarding the next steps. Items should not be shipped back without prior written authorization.
An approved item must be returned:
PAWSH HOUSE reserves the right to decline an unauthorized return or an item that has been used, worn, altered, washed, damaged, improperly handled or returned without its original materials.
PAWSH HOUSE pieces are created by hand and may be produced in limited-edition or one-of-a-kind runs. Subtle variations in colour, texture, grain, pattern, dimensions, brushwork, material placement and finish are inherent characteristics of artisanal craftsmanship. These distinctions contribute to the individuality of each piece and are not ordinarily considered crafting flaws.
Product colours may also appear slightly different depending on lighting, photography, screen and device settings.
Due to the handcrafted, limited-edition and highly considered nature of PAWSH HOUSE creations, returns or exchanges are not accepted for change of mind, personal preference, sizing errors or circumstances unrelated to an approved crafting flaw, except where required by applicable law.
Clients are encouraged to review all product descriptions, measurements and sizing information carefully before purchasing and to contact the House with any questions before placing an order.
The following are final sale except where required by law or where PAWSH HOUSE confirms an eligible crafting flaw:
Where an item appears to have been damaged during delivery, please contact concierge@pawshhouse.com within 48 hours of confirmed delivery. Include photographs of:
Please do not discard the packaging while the matter is under review, as the shipping carrier may require it for an investigation.
Where PAWSH HOUSE approves a claim, the available resolution will be determined after reviewing the circumstances and may include, where appropriate:
The appropriate resolution may depend on the nature of the concern, the availability of materials and whether the piece is limited-edition, one-of-a-kind or capable of being recreated.
Original shipping charges, return-shipping charges, duties and taxes are not refundable unless PAWSH HOUSE determines otherwise or reimbursement is required by applicable law.
Nothing in this Shipping & Returns Policy is intended to exclude, restrict or replace any rights or remedies that cannot lawfully be excluded under applicable consumer-protection legislation. Ontario businesses are generally permitted to establish their own return policies, but consumer rights may still apply where a product has been misrepresented or where other legal protections arise.
For shipping questions, delivery updates or assistance with an existing order: ph@pawshhouse.com.
For a return request concerning a possible crafting flaw: concierge@pawshhouse.com.