Shipping Delays and Lost Packages
CANADA POST IS EXPERIENCING MAJOR DELAYS
We do our best to ship your orders to you as soon as possible, however due to COVID-19 we are facing some extreme delays with Canada Post that are beyond our control.
As per their website, Canada Post is averaging 1.8 million deliveries per day. With security measures in place to protect their team members from the spread of COVID-19, packages being shipped with Canada Post right now are facing longer-than-average distribution and delivery times. If your order was placed after May 15, you may be affected by these delays. Customers who have their packages distributed through Montreal may also face added delays in getting their parcels, as this distribution centre is currently the busiest in the country.
Right now, we are shipping all of our incoming orders with Expedited services, even for orders that have selected free shipping. The issue that we are facing is that Canada Post is no longer standing behind their quoted delivery dates, and once your orders have been fulfilled, there is very little that we can do to speed the packages along.
We recommend that all customers facing delays place a service ticket with Canada Post to declare the parcel as lost. This will prompt an investigation, and may help you get your order faster. If you are interested in placing a service ticket with Canada Post, please click here. Please note that with an influx of packages and delays, Canada Post will not officially start their investigation until 21 days have passed the expected delivery date.
If you have any additional concerns with your lost or delayed package you can reach out to us, however the only thing we can do once the parcel has shipped is to place a service ticket of our own. We apologize for the inconvenience and thank you for your understanding.
FOR MORE RELIABLE SHIPPING, WE CAN SHIP YOUR ORDER WITH PUROLATOR INSTEAD
If you need your package by a specific date, we have found Purolator to be a speedier alternative to Canada Post. The shipping charges are more expensive, so if you are interested in this option, please reach out to us for a quote prior to placing your order, or leave a note with your order to request a Purolator shipping quote. If you choose to use Purolator after placing your order, we will send an invoice for the difference in shipping cost.
*Please note, orders that qualify for free shipping are only shipped via Canada Post. We cannot offer free shipping with Purolator. Thank you for your understanding.
**Purolator shipping will be offered only while they are currently scheduling pick-ups in our area, which may change at any time by Purolator. This service has already been suspended once in our area due to the pandemic. Customers with shipments being sent via Purolator will be contacted ASAP if there is any problem with Purolator. Thank you for your understanding.
Delivery Timeframes and Order Processing:
Any item(s) purchased will be shipped within 1 week (5 business days) from confirmation of the payment, however most orders will be processed within 24-48 hours of the confirmation of your order. Please allow us time to process your order, as we have a very small team available to pack your orders, also while dealing with the many things that it takes to run a website.
In some cases we may need additional information or corrections for your address. If an item is no longer in stock, or if we cannot find the exact item that you ordered, we will reach out to you so that you can select a suitable substitute, or cancel the item from your order. Shipping may be delayed until communication with you has been completed.
We use Canada Post services for shipment to ANY country, so please do not worry if you are far away from Canada – we can ship to you!
According to the postal service, US & Canadian parcels should arrive within 5 business days, international items should arrive within 10 business days after dispatch: Unfortunately, we have found that shipping periods are not always accurate, as delays do occur depending on your local postal services, weather conditions, and other unforeseen circumstances. Orders to Australia frequently take longer to arrive, so please be patient if this is your location.
While we always select the same shipping method or timeframe that our customers choose at checkout, these “deadlines” are not a guarantee of service. We ask that should you require truly express shipping, you reach out to us prior to placing your order so that we can quote faster shipping with a more reliable carrier. Please note that because we are based in a small town, our designation with Canada Post is “Rural,” which will typically add an additional day to all quoted timelines.
***We ship ALL orders with TRACKED services. You will receive an email with a shipping notification and tracking number so you can look at where your package is at all times.
Lost and Delayed Packages:
If you have a suspicion that the package has been lost/ significantly delayed /misplaced during its travel - we suggest that you go to your local post office with your tracking number and ask them to find it for you. This is the fastest and easiest way for you to find more information on the location of your package. To lodge a formal inquiry with Canada Post online, please follow this link. At the bottom of the page, you are able to submit a service ticket with Canada Post for further information regarding your late or lost package.
Once a package has been taken to the post office and/or marked as delivered it is no longer our responsibility to keep track of its whereabouts. We do not offer refunds for stolen mail.
It is the buyers responsibility to ensure that the importing and exporting requirements of your country have been met. You are responsible for any customs tax, fees, or charges that might occur, you can contact your country's customs department prior to ordering to find out what these fees will be.
(Customs charges are essentially a tax imposed by each country's government for the import of goods. Since you are the one who has purchased/ brought in the goods, it is not our responsibility to pay the fee since the company is not a resident of that country. Any claims to hold us accountable for customs fees will be denied immediately. If the buyer refuses the package for any reason, a refund will not be issued.)
If your order is not claimed within the deadline, or if an error in the shipping address that you have input occurs, your package may be returned to us as “Undeliverable.” Please note that we will reach out to you regarding your order after it has returned to our head office. We will not take any action until we hear from you. If the item was marked undeliverable due to an error that was at the fault of the customer, the customer must pay the shipping charges to get their order sent a second time. Undeliverable orders are not eligible to be cancelled, or for any other type of refund or exchange.