Shipping, Returns & Privacy

Shipping & Discretion

All orders ship in plain, unmarked packaging with a generic billing descriptor, nothing on the outside or on your statement indicates the contents or where it is from.

Orders ship in plain, unmarked packaging with no external branding or description of contents. In-stock items typically ship within 1-3 business days; made-to-order items are handcrafted after purchase and ship once complete (see each product page for current status). You will receive tracking information by email once your order ships.

Returns

All sales are final — no refunds or exchanges are given unless the item is returned unused, undamaged, and in its original packaging within 14 days of delivery. Return shipping is paid by the customer, and original shipping charges are non-refundable. If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery and we will make it right. See our Terms of Service for full details.

Privacy

Last updated: September 26, 2026 This policy explains what personal information Claws-N-Scales collects, why, who it is shared with, and your choices. We follow Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). This shop is for adults (18+) only, and we do not knowingly collect information from anyone under 18. WHAT WE COLLECT • Account details: your email address, optional first and last name, and your password (stored only in a securely scrambled form — we can never see it). • Order details: the name, shipping address and contact email you give at checkout, what you ordered, any notes you add, and your order history. • Custom requests: the description, sizes, colours, budget and any reference photos you upload. • Messages: anything you send us through an order or custom-request message thread, including attached photos, and messages sent through our contact form. • Newsletter (only if you sign up): your email address and a record of your consent — when you signed up, where (footer or checkout), and the wording you agreed to. • "Notify me when available" sign-ups: your email address and which product you asked about. • Product reviews you choose to write. • Technical information: a few essential cookies (to keep you logged in, remember your cart, favourites and recently viewed items, confirm you're 18+, and protect forms from forgery), and your IP address, which is used briefly to limit abuse such as repeated login attempts. We do not use advertising or tracking cookies, and we do not run third-party analytics. We never see or store your card number. Payments are processed entirely by Square (and PayPal, when offered), under their own privacy policies. HOW WE USE IT • To make, ship and support your order, including order confirmations, progress updates and shipping/tracking emails. • To review and quote custom requests, and to reply to your messages. • To send newsletters about new drops, restocks and sales — only if you confirmed your subscription, and only until you unsubscribe. • To email you once when a product you asked about becomes available. • To keep the shop secure and prevent fraud or abuse. We do not sell, rent or trade your personal information, and we do not share it with anyone for their own marketing. YOUR PHOTOS STAY PRIVATE Reference photos and message attachments are stored separately from the public website. Only you and the shop can view them; they are never published or shared. WHO WE SHARE IT WITH We share only what each service needs to do its job: • Square (and PayPal, when offered) — to process your payment. • Canada Post — your name and shipping address to deliver your order; your postal code may be used to calculate shipping rates. • Google (Gmail) — sends our emails to you. • Cloudflare — securely delivers the website and protects it from attacks. • Microsoft (OneDrive) — stores backup copies of our shop data. Some of these providers may store or process information outside Canada (for example, in the United States), where it may be subject to local laws. We may also disclose information if required by law. DISCREET SHIPPING & BILLING Orders ship in plain, unmarked packaging, and your card statement shows a generic descriptor. HOW LONG WE KEEP IT • Order and payment records are kept for as long as Canadian tax law requires (generally six years). • Newsletter information is kept until you unsubscribe; we then keep only the record that you opted out, so we never email you again. • Custom-request photos and messages are kept while your request or order is active and for our records afterwards; you can ask us to delete them at any time once your order is complete. • You can ask us to close your account and delete your information, except what we must keep by law. YOUR CHOICES AND RIGHTS • Unsubscribe from the newsletter at any time using the link in every newsletter email. Order-related emails (receipts, shipping) will still be sent. • You can ask to see the personal information we hold about you, correct it, or have it deleted, and you can withdraw consent to optional uses at any time. • To make a request or ask a question, email [email protected] or use our contact form. We will respond within 30 days. • If you're not satisfied with our response, you can contact the Office of the Privacy Commissioner of Canada (priv.gc.ca). SECURITY We protect your information with encrypted (HTTPS) connections, scrambled passwords, restricted admin access and regular backups. No system is perfectly secure, but we work to keep your information safe and will notify you and the Privacy Commissioner if a breach creates a real risk of significant harm, as the law requires. CHANGES If we change this policy, we'll update the date at the top of this page.