Contact information

Contact SunPaw

Thank you for visiting SunPaw.

Founded in 2026, SunPaw provides sun-protection hats, UV-protective accessories, and related products designed for dogs and cats.

Our customer-support team is available to assist with product questions, sizing guidance, orders, shipping, returns, refunds, and general inquiries.

Business Information

Business Name: SunPaw
Website: sunpaw.rest
Year Established: 2026

Mailing Address

SunPaw
2063 12th Ave E
Vancouver, British Columbia V5N 2A9
Canada

Please do not send returns to this address without prior authorization. The appropriate return location and instructions will be provided after your return request has been approved.

Customer Support Email

support@sunpaw.rest

Email is the recommended method for order-related inquiries because it allows our support team to review your order details and maintain a written record of the request.

Telephone

+1 (604) 709-9707

Telephone availability may vary depending on call volume, holidays, and business operations. For the fastest documented response, contact us by email.

Customer Service Hours

Monday to Friday: 9:00 AM–6:00 PM Pacific Time
Saturday: 10:00 AM–4:00 PM Pacific Time
Sunday and Public Holidays: Closed

Messages may still be submitted outside these hours and will be reviewed on the next business day.

Response Time

We aim to respond to customer emails within 24–48 business hours.

Response times may be longer during:

Public holidays;
Promotional campaigns;
Peak shopping periods;
High-volume product launches;
Major carrier disruptions.

Sending multiple messages about the same issue may delay processing. Please reply within the same email conversation whenever possible.

Order Support

For questions about an existing order, include:

Your full name;
Order number;
Email address used at checkout;
Shipping address;
A clear description of your request.

Do not email full credit-card numbers, account passwords, banking credentials, or other highly sensitive payment information.

Product and Sizing Support

For help selecting a dog or cat hat size, please provide:

Your pet’s species and breed;
Approximate weight;
Head circumference;
Relevant measurements shown in the product size guide;
The product name or link;
A photograph, where helpful and appropriate.

Sizing advice is provided as general guidance and cannot guarantee a perfect fit because pet body shapes vary.

Shipping and Tracking Support

For shipping assistance, include:

Order number;
Tracking number;
Delivery country;
Description of the issue;
Relevant carrier updates.

Before contacting us about a package marked delivered, check your mailbox, building reception, concierge, parcel locker, porch, neighbours, and local carrier.

Returns and Refunds

To request a return, email support@sunpaw.rest within 30 days of delivery.

Include your order number, return reason, and photographs if the product arrived damaged, defective, or incorrect.

Do not return a product before receiving authorization and return instructions.

Complaints and Escalations

We take customer concerns seriously.

To submit a formal complaint, use the subject line:

Formal Complaint – Order #[Order Number]

Please explain:

What happened;
When it occurred;
What steps have already been taken;
Your preferred resolution;
Any relevant evidence.

A team member will review the matter and respond as soon as reasonably possible.

Media, Business, and Partnership Inquiries

For wholesale, collaboration, media, or business inquiries, contact:

support@sunpaw.rest

Use a clear subject line describing the purpose of your message.

Privacy Requests

Questions or requests concerning personal information may be submitted to:

support@sunpaw.rest

Use the subject line:

Privacy Request

We may need to verify your identity before responding to a request involving personal information.

Accessibility Assistance

Customers who require assistance accessing information or completing an order may contact our support team. We will make reasonable efforts to provide assistance through an available communication method.