Frequently asked questions
Quick answers about shipping, sizing, returns and more. Can't find what you need? We're happy to help.
Shipping
Where do you ship?
We ship to Canada and the United States, and shipping is free on all orders. Any import duties for US orders are already included, so there's nothing extra to pay on delivery.
How long will my order take?
It depends on the product. Items shipped from our stock in Canada arrive in about 3–5 business days (Canada only). Items shipped from our supplier take about 7–15 business days to both Canada and the US. The estimate for your order is shown at checkout. See our Shipping Policy for details.
Will it arrive before Christmas?
For items shipped from our supplier, please order by December 1 to have the best chance of receiving them before the holidays.
How can I track my order?
When your order ships, we'll email you a tracking number. If you haven't received it, check your spam folder or contact us.
Can I change or cancel my order?
Contact us as soon as possible. If your order hasn't shipped yet, we'll do our best to change or cancel it.
Sizing
How do I choose the right size?
Use our Size Finder. Enter your pet's chest measurement and it suggests the best size for each item. Every clothing product also has its own size guide in the description.
How do I measure my dog or cat?
Wrap a soft tape measure around the widest part of the chest, just behind the front legs. If your pet is between two sizes, choose the bigger one.
What if it doesn't fit?
You can request a return within 30 days of receiving your item, as long as it's unworn, with tags and in its original packaging. See "Returns" below.
Returns & problems
What is your return policy?
You have 30 days after receiving your item to request a return. Items must be unused, with tags, and in their original packaging. Email us to start a return; items sent back without a request can't be accepted. Read the full Refund Policy.
My item arrived damaged or wrong. What do I do?
We're sorry! Email us right away with your order number and a photo of the item, and we'll make it right.
When will I get my refund?
Once your return is received and approved, the refund goes back to your original payment method within 10 business days. Your bank may take a few extra days to show it.
The Winter Care Guide
How does the digital guide work?
The Winter Care Guide for Dogs is a PDF. Nothing is shipped: right after you pay, you'll get a download link on the order page and by email.
Can I get the guide for free?
Yes, during December! Add the guide to your cart together with any dog product and it becomes free automatically at checkout (one per order).
Can I return the guide?
Because it's a digital download, the guide can't be returned. If you have trouble downloading it, contact us and we'll help.
About us
Who is Luna?
Luna is our mascot, inspired by our own dog, Luna. Her pictures and videos are created with AI, and she's here to help you find cozy things for your pet.
Where are you based?
Cozy Paws Co. is a small Canadian shop based in Quebec. Learn more about us.