FAQ

Ordering & shipping

Where do you ship?
We currently deliver to Canada and the United States. A few large items (our car ramp and elevated feeder) ship to the contiguous US only. Orders ship directly from our fulfilment partners’ warehouses, so a multi-item order may arrive in more than one package.

How long will my order take?
Orders are processed in 1–3 business days. Delivery depends on where your item ships from: items stocked in North American warehouses usually arrive in 3–7 business days, and items from our international fulfilment partner usually arrive in 7–15 business days. Each product page shows its typical delivery time. See our Shipping Policy for full details.

Do you offer free shipping?
Yes — free standard shipping on orders over $75 CAD in Canada and $149 CAD to the US. Our car ramp and elevated feeder always ship free within the US.

Will I pay duties or import fees?
Orders that cross an international border may be subject to import duties, taxes or brokerage fees set by the destination country. These are the customer's responsibility unless they're collected at checkout.

Which currency will I pay in?
Prices display in your local currency (CAD or USD) based on your location.

Choosing the right product

How do I pick the right size?
Each product page includes a sizing guide. For harnesses and slings, measure your dog with a soft tape measure; if your dog is between sizes, choose the larger size. Not sure? Email us your dog's weight and measurements and we'll recommend a size.

Ramp or stairs — which is better?
Stairs suit smaller dogs who can still lift their legs comfortably and work well for beds and sofas (our StepUp stairs are for dogs up to 10 kg / 22 lb). Ramps are better for dogs with significant joint stiffness, back problems or very short legs, and for getting into vehicles.

Are your products a treatment for arthritis or hip dysplasia?
No. Our products are designed to make daily life more comfortable and to support mobility, but they aren't medical devices. Please talk to your veterinarian about any diagnosis or treatment plan.

Returns & care

What's your return policy?
You can request a return within 30 days of delivery for unused items in original packaging. If something arrives damaged or defective, we'll replace or refund it at no cost. See our Refund Policy for details.

How do I clean my GoldenStride products?
Fabric slings and harnesses can be washed by hand or on a cold, gentle cycle and air-dried. Wipe stairs, ramps and feeders clean with a damp cloth. Any specific care notes are listed on each product page.