Last updated: 19 August 2026
1. The short version
These terms are the rules for using hellopawsly.com and buying from us. By browsing the site or placing an order, you're agreeing to them. If you don't agree, that's completely fine — just don't use the site.
We've written this in plain English on purpose. If anything here is unclear, email us and we'll explain it.
2. Who we are
Pawsly is a pet grooming and pet-hair-removal products store operated by Pawsly, based in Toronto, Ontario, Canada.
- Website: hellopawsly.com
- Support email: support@hellopawsly.com
- Reply time: 1–2 business days
Whenever we say "we," "us," "our," or "Pawsly," we mean the business above. "You" means you — the person browsing or buying.
3. Who can order
You can order from Pawsly if you're 18 or older, or the age of majority where you live, whichever is higher. If you're under that age, you can only use the site with a parent or guardian who agrees to these terms and takes responsibility for the order.
You also agree that:
- The information you give us at checkout is accurate and complete.
- You're using a payment method you're actually allowed to use.
- You're buying for personal use, not to resell (see section 13).
4. Your account
You don't need an account to order. If you create one, you're responsible for keeping your login details private and for anything that happens under your account. Tell us right away if you think someone else has gotten into it.
We may suspend or close an account if it's being used for fraud, abuse, or anything that breaks these terms.
5. Products, prices and currency
- Prices are shown in Canadian dollars (CAD) for Canadian customers and US dollars (USD) for US customers. The currency you're being charged in is displayed at checkout.
- Prices don't include import duties or fees (see section 9).
- We can change prices, run promotions, or end promotions at any time without notice. If a price changes after you've already placed an order, your order stands at the price you paid.
- Product photos are as accurate as we can make them, but colours can look different on different screens, and packaging can vary between shipments.
- Product descriptions are our best, honest attempt at describing what you're getting. We don't promise a product will produce any particular result on your specific pet, furniture, or fabric.
Errors. Sometimes a price or product detail is just wrong — a typo, a syncing glitch, a listing that didn't update. If that happens, we may cancel or refuse the order even after you've been charged, and we'll refund you in full. We'll always email you if we do this.
6. Orders
Placing an order is an offer to buy, not a done deal. Your order is accepted once we send you a confirmation email and the order is passed to fulfilment.
We may refuse or cancel any order, including for:
- Products that are out of stock or discontinued
- Pricing or listing errors
- Payment that's declined, flagged, or looks fraudulent
- Orders that look like resale or bulk buying (see section 13)
- Addresses we can't ship to
If we cancel an order you already paid for, you get a full refund. That's the extent of what we owe you for a cancelled order.
7. Cancelling an order
You can cancel before your order has been sent out for fulfilment. Once it's gone to our fulfilment partner, it can't be cancelled — at that point the product is already being picked and shipped.
To cancel, email support@hellopawsly.com with your order number as soon as possible.
If a too-late-to-cancel order shows up defective, damaged, or wrong, our Return & Refund Policy still fully applies.
8. Shipping and delivery
- Express: 5–7 business days — free
- Standard: 8–14 business days — free
These are estimates, not guarantees. Orders ship directly from our fulfilment partners, and customs, carrier delays, weather, and holidays are outside our control.
A few things worth knowing:
- Orders may arrive in more than one parcel, on different days. If you ordered multiple items and only some show up, the rest are usually still in transit.
- Delivery address is on you. We ship where you tell us to. If the address is wrong or incomplete and the parcel is lost or returned, we can't refund it — so double-check at checkout.
- Risk passes to you on delivery. Once the carrier marks it delivered to your address, the item is yours. Damaged-in-shipping claims are covered by our Return & Refund Policy.
Full details are on our Shipping page.
9. Duties and import fees (US and international orders)
The price at checkout does not include import duties or fees. If your local customs authority charges duty, that's collected by them — not by Pawsly. We don't collect it and we don't remit it, which means we can't refund it. That's true even for orders we refund in full.
10. Returns and refunds
Our Return & Refund Policy is part of these terms. Read it — it's short.
The short version: within 30 days of delivery, we refund or replace items that arrive defective, damaged in shipping, or wrong. We don't do change-of-mind or "didn't love it" refunds. Discounted and promotional items are final sale, though the defective/damaged/wrong guarantee always applies regardless of what you paid.
Contact us first — in almost every case we'll sort it out without you shipping anything back. We don't operate a public return address, so please never send anything back to the address on your package.
11. Using the products safely
Our products are pet grooming and cleaning tools. They are not veterinary or medical devices and nothing on our site is veterinary advice.
You agree to:
- Follow the instructions that come with each product.
- Supervise your pet during grooming and stop if they're distressed.
- Keep products away from children and away from pets when not in use.
- Use electrical products (like our steam brush) only as directed — don't submerge them, don't use damaged units, and don't modify them.
- Test on a small hidden area first when using fabric tools on furniture, carpet, or clothing.
If your pet has a skin condition, injury, or anything you're unsure about, talk to your vet before grooming.
We're not responsible for injury or damage caused by misuse, ignoring instructions, or using a product for something it wasn't designed for.
12. Reviews, photos and anything else you post
If you leave a review, upload a photo, tag us, or send us content:
- You keep ownership of it.
- You give us a free, worldwide, ongoing licence to use, display, reproduce, and adapt it for marketing Pawsly — on our site, our emails, and our social media — without paying you.
- You confirm it's your own content, it's honest, and you have the right to share it.
Please don't post anything false, abusive, hateful, spammy, or that isn't yours. We can remove any content, at any time, for any reason.
Our reviews are real. We don't write them, buy them, or import them from suppliers. We may remove reviews that are fake, off-topic, or abusive — but we don't remove honest negative ones.
13. What you can't do
Don't:
- Buy from us to resell, unless we've agreed in writing.
- Scrape, copy, or bulk-download the site or its content.
- Try to break into, overload, or interfere with the site.
- Use the site for anything illegal, or to harass anyone.
- Upload viruses or malicious code.
- Impersonate someone else, or misuse someone else's payment method.
- Use our brand name, logo, photos, or copy as if they were yours.
We can suspend or block access if you do any of this.
14. Discount codes and promotions
- Codes are for personal use only and can't be sold or transferred.
- Unless we say otherwise, one code per order, and codes can't be stacked.
- Codes have no cash value and can't be applied to an order after it's placed.
- We can change, pause, or end any promotion at any time.
- Items bought with a discount code are final sale (defective/damaged/wrong still covered).
- We can void a code and cancel the order if it's being abused — multiple accounts, sharing a one-time code publicly, that sort of thing.
15. Emails and marketing
If you sign up for our emails, you'll get product news and offers. You can unsubscribe from any email using the link at the bottom — no hard feelings.
We still send transactional emails regardless: order confirmations, shipping updates, and anything about a specific order. Those aren't marketing and you can't opt out of them while you have an active order.
How we handle your personal information is covered in our Privacy Policy.
16. Our content is ours
Everything on hellopawsly.com — the Pawsly name, logo, product photos, written copy, page design, and layout — belongs to us or is used with permission. You can look at it, share links to it, and screenshot it for personal use. You can't copy it into your own store, reuse our product copy, or use our branding on your own products.
If you think something on our site infringes your copyright, email support@hellopawsly.com with the details and we'll look into it.
17. Third-party services
Our store runs on Shopify, and we use third-party providers for payments, email, reviews, and shipping. When you use those parts of the site, their terms and privacy practices also apply. We don't control them and we're not responsible for how they operate.
Any links to other sites are for convenience. We don't endorse them and we're not responsible for what's on them.
18. Warranties and liability
Please read this section carefully — it limits what we're on the hook for.
Other than the guarantees in our Return & Refund Policy and any rights you have under consumer protection law, our products and site are provided "as is." We don't promise the site will be uninterrupted, error-free, or free of bugs.
To the fullest extent the law allows:
- We're not liable for indirect losses — things like lost income, lost time, damage to property, or vet bills arising from use or misuse of a product.
- Our total liability to you for anything connected to an order is limited to the amount you paid for that order.
Important: nothing in these terms takes away rights you have under Ontario's Consumer Protection Act, 2002, Canada's federal consumer laws, or the consumer protection laws where you live. Where those laws give you rights that can't be signed away, those rights win over anything written here.
19. Indemnity
If your misuse of the site or our products causes a legal claim against us, you agree to cover our reasonable costs of dealing with it. This doesn't apply to anything that's our fault.
20. Changes to these terms
We can update these terms at any time. The current version is always on this page, with the "Last updated" date at the top. Changes apply going forward — the terms that applied to your order are the ones that were live when you placed it.
If we make a significant change, we'll say so on the site.
21. Governing law
These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. Any dispute goes to the courts of Ontario — unless the consumer protection laws where you live give you the right to bring it locally, in which case you keep that right.
22. The legal housekeeping
- Severability: if a court decides one part of these terms doesn't hold up, the rest still stands.
- No waiver: if we don't enforce something right away, we haven't given up the right to enforce it later.
- Entire agreement: these terms, plus our Return & Refund Policy, Shipping Policy, and Privacy Policy, are the whole agreement between us. Anything said in a chat, DM, or email doesn't override them unless we confirm it in writing and say we're overriding them.
- Transfer: we can transfer these terms if the business is sold. You can't transfer them to someone else.
23. Questions
Email support@hellopawsly.com — we answer within 1–2 business days.