FAQ
Common questions.
Quick answers about who we are, how we ship, returns, supplement safety, and payment security. Can't find what you need? Email [email protected].
01
Who runs Oshapaws?
Oshapaws is a sole proprietorship operated by Felix Ng in Markham, Ontario, Canada. It is 100% Canadian-owned. There is no parent company, franchise, or third-party seller behind the store — Felix curates and ships every order personally.
02
Where do you ship, and how long does it take?
We ship across Canada only. Free shipping on orders over CA$100; CA$15 flat below that. Orders placed before 3pm Eastern Time on business days ship the same day. Transit times vary by region — typically 2–7 business days depending on the carrier.
03
Can I return or exchange a product?
Yes — within 14 days of receiving your order, contact us and we will arrange a replacement, store credit, or refund. Items must be unused and in original packaging. Perishable goods (food, treats, supplements) cannot be returned unless defective or damaged on arrival. Full details are in our Terms of Service.
04
Are your supplements safe and approved in Canada?
We only stock supplements that are Health Canada registered Veterinary Health Products (VHP). We do not make medical claims, and supplements are not a substitute for veterinary advice. Talk to your vet before introducing any new supplement, especially if your pet is on medication or has a chronic condition.
05
How do you handle payments and card data?
Checkout is handled by Stripe, a PCI DSS Level 1 certified payment processor. Card data never touches our servers. We accept Visa, Mastercard, and Amex, and we do not store any payment details.
06
How do I contact you?
Email [email protected] or use the contact form. We typically reply within 1–2 business days.
Still have a question? Contact us — we typically reply within 1–2 business days.