Frequently Asked Questions
Orders & Accounts
Do I need an account to shop?
No, you can check out as a guest, though creating an account allows you to track orders and save your favorite items.
Can I modify or cancel my order once it’s placed?
We begin preparing orders quickly to ensure prompt delivery. Please contact us as soon as possible if changes are needed.
Can I purchase a gift card?
Yes, digital gift cards are available.
Shipping & Delivery
How long will my order take to arrive?
Standard shipping typically takes 3–7 business days. Expedited options are available at checkout.
Do you ship internationally?
At this time, we only ship within Canada.
Can I modify or cancel my order once it’s placed?
We begin preparing orders quickly to ensure prompt delivery. Please contact us as soon as possible if changes are needed.
How can I track my order?
Once your order ships, you’ll receive a tracking number via email so you can follow its journey to your door.
Products & Sizing
How do I choose the right size for my pet?
Each product includes detailed sizing guidance to ensure a perfect fit. If you’re between sizes, we’re happy to advise.
Are your products safe for pets?
Every item is carefully curated with quality, safety, and durability in mind. We select materials that are gentle and designed to last.
How do I care for or clean this product?
Care instructions are provided with each item to help your pet’s essentials stay fresh and beautiful.
Returns & Exchanges
What is your return or exchange policy?
We accept returns or exchanges within 10 days of delivery for most products. Items must be in their original condition.
Are there any items that cannot be returned?
All sale items and gift cards are final sale.
How do I care for or clean this product?
Care instructions are provided with each item to help your pet’s essentials stay fresh and beautiful.
Support
How can I contact your team?
Our customer care team is here to help by email at care@pipandwillow.ca
Can you help me select the right product for my pet?
Absolutely. Share your pet’s size, habits, and preferences, and we’ll recommend what’s best.