Frequently Asked Questions
Product
Product Source
We are a proudly Canadian-owned and operated business.
We source our premium blank apparel responsibly from partners globally (including Mexico, the US, Pakistan, and Latin America). Each item is then embroidered on-demand at one of our partner facilities in Europe, the US, Canada, or Mexico.
Size and Fit
Our apparel uses modern unisex sizing, designed to be flattering for all body types. Unlike boxier standard unisex cuts, they are designed to sit closer to the body for a clean, structured silhouette.
The best way to ensure a perfect fit is to measure a t-shirt, sweatshirt, or hoodie you already own and love, then compare those measurements with the Size and Fit Guide available on each product page.
Care Instructions
To keep your embroidered items looking their best:
- Machine wash cold, inside-out, on a gentle cycle with mild detergent.
- Do not use bleach or fabric softeners.
- Tumble dry on low, or hang-dry for the best results.
- Cool iron inside-out if necessary (do not iron directly on the embroidery).
- Do not dry clean.
Breed and Colour Requests
We are constantly expanding the Iconic Paws collection!
The best way to request a new addition is to follow us on Instagram (@StitchxPaws). We frequently ask our community for input and announce new designs there first.
Customization Requests
While we absolutely love to see photos of your dogs, we do not offer customization requests at this time.
Our mission is to create a beautifully curated collection of minimalist, artful designs that celebrate the iconic features of different breeds. We hope you can find a design in our collection that you connect with.
Ordering & Payment
Modifying Your Order
Our goal is to get your items to you as fast as possible. Because our system is automated, orders enter the production queue shortly after they are placed. This leaves a narrow window for changes.
Action: Email us at hello@StitchxPaws.com immediately. We will do our best to catch it, but if production has started, we are unfortunately unable to make changes.
Payment Methods
We accept all major credit cards (Visa, Mastercard, American Express) as well as express checkout options like Apple Pay, Google Pay, and Shop Pay. All payments are processed securely through Shopify Payments.
Shipping & Delivery
Free Shipping
We are pleased to offer free shipping on all orders to Canada and the US.
At this time, we do not ship to other international destinations.
Delivery Estimates
Every item is embroidered made-to-order. We don't hold pre-made inventory, which allows us to offer a wide variety of designs and sizes while being more environmentally friendly. Please allow 3–5 business days for production, plus shipping time based on your location:
- Canada: 7–10 shipping days (10–15 business days total)
- US: 4–5 shipping days (7–10 business days total)
Address Corrections
We want to ensure your order arrives safely!
Please double-check your address before checking out. If you notice an error, email hello@StitchxPaws.com immediately.
Once an order has begun production, we are unable to change the destination. If a package is returned to us due to an incorrect address, we can arrange re-shipment, but a re-shipping fee will apply.
Order Tracking Updates
Once you receive a shipping notification, it can take 2–3 business days for the carrier to scan the package and update the tracking history. If it's still not working after that time, please contact us at hello@StitchxPaws.com with your order number, and we'll be happy to look into it for you.
Split Shipments
To ensure the fastest delivery, we sometimes ship items from different fulfillment partners. This means your order may arrive in separate packages on different days. You will receive a unique tracking number for each package as it ships.
Fulfillment Locations
While we are a Canadian company, we utilize a global production network.
- Orders to Canada: To ensure access to our full range of sizes, colours and specialized embroidery techniques, some items are produced at partner facilities outside of Canada.
- Orders to the US: Your items are fulfilled primarily from the US production centres. In rare cases of high volume or stock shortages, an order may be routed to one of our other global partner facilities outside the US to ensure the fastest possible delivery.
Customs, Import Fees and Tariffs
While we are a Canadian company, we utilize a global production network.
- For Canadian Customers: We strive to make our fulfillment process as seamless as possible. While we use shipping methods that minimize the chance of you facing import duties, please be aware that the final assessment on any customs fees rests with the local customs authorities. In the event that fees are assessed, they are the responsibility of the customer.
- For US Customers: Because the vast majority of orders ship domestically, duties and tariffs are extremely rare. However, if an order is routed from an international facility to speed up delivery, standard import rules apply. Any fees assessed are the responsibility of the customer.
Returns & Exchanges
Return Policy
As a sustainable brand, we produce every item specifically for you. Therefore, all sales are final. We are unable to accept returns or exchanges for sizing, colour, or change of mind.
Please review the Size and Fit Guide on each product page carefully before ordering to ensure the perfect fit.
Our Quality Guarantee
Your satisfaction is our priority. If you receive a misprinted, damaged, or incorrect item, we will make it right.
- Email hello@StitchxPaws.com within 15 days of delivery.
- Include your order number and a clear photo of the issue.
- We will review the photo to determine the cause. If it is confirmed as a manufacturing defect or shipping damage, we will send a replacement at no additional cost.
Have other questions?
We are here to help.
Please complete the form below, and we will get back to you within one business day.
Note: Please double-check your email address to ensure our reply reaches you.