Shipping & Delivery
Where does MapleNuzzle deliver?
MapleNuzzle currently accepts online orders for delivery within Canada. We are preparing to expand to the United States, but US checkout is not active yet.
How much is shipping?
Shipping is calculated at checkout for each item, based on the supplier fulfilling it.
Many items are shipped directly by independent suppliers through Shopify Collective. Their shipping charges are calculated at checkout and can vary by product, supplier and delivery address.
Will my items arrive together?
Not necessarily. If your order contains products from different suppliers, items may be dispatched in separate packages and arrive on different dates. Shipping charges from more than one supplier may be combined at checkout.
When will my order arrive?
Processing and transit times depend on the supplier, item, carrier, destination, holidays and other conditions. For eligible items MapleNuzzle stocks and ships itself, we generally prepare orders in 1–2 business days. Supplier-fulfilled orders may take a different amount of time. Delivery dates shown at checkout or by a carrier are estimates unless expressly stated otherwise.
Will I receive tracking information?
When tracking becomes available after dispatch, we will provide it. Orders sent in multiple parcels may have more than one tracking number.
Returns & Customer Support
What is your return policy?
You may request a return within 14 days after receiving your order for items fulfilled by our suppliers. Items stocked and shipped by MapleNuzzle ourselves carry a longer window: 30 days after receiving your order. Eligibility depends on the item and its condition. Generally, return-eligible products must be unused, with their original packaging, tags and accessories, plus proof of purchase. Certain opened or used pet-care and hygiene items may be ineligible unless they arrived damaged, defective or incorrect. Please read our Return and Refund Policy for full conditions.
How do I request a return?
Email s.muso@eltesageneralservices.com with your order number and the item details, or use our Contact page. Wait for our instructions before sending anything back. Original shipping charges are generally non-refundable unless the return is due to an error, damage, defect or incorrect item as described in our policy.
What if an item arrives damaged, defective or incorrect?
Contact us as soon as possible with your order number and a description of the issue. Photos may help us investigate. We will review the situation with the applicable supplier or carrier and assist under our refund policy and applicable consumer protection law.
Who should I contact if my supplier-fulfilled order has a problem?
Contact MapleNuzzle, not the supplier. We remain your customer-service point of contact for purchases placed through our store.
About MapleNuzzle
Is MapleNuzzle a Canadian business?
Yes. MapleNuzzle is an Ontario-based online pet store operated by ELTESA GENERAL SERVICES INC. We offer practical accessories for pet walking, feeding, grooming, enrichment and everyday care. Some products are shipped directly by Canadian supplier partners rather than stocked by MapleNuzzle.
How are payments handled?
Orders are processed through our Shopify storefront checkout. You can review applicable shipping charges and your order total before submitting payment.
Still have a question? Contact us here. For complete terms, see our Shipping Policy and Return and Refund Policy.