My Order Says Delivered/ Do You Guarantee Delivery?
All orders shipped, with the exception of Nunavut, Northwest Territories, Yukon, and some northern areas within the provinces, that are 'Signature Required' will arrive. Unfortunately, there is a much higher number of postal thefts and issues with orders shipping to the Northern Provinces. Therefore we are unable to guarantee the orders will arrive to these areas, and you will be ordering at your own risk. Although we do not refund or replace orders that are not delivered to these areas, please let us know of any issues that arise so we can launch an investigation to find out what happened.
We don’t offer refunds if the package arrives late due to postal issues or delays. All orders are defaulted to "Signature Required" unless you change it at the checkout. If you receive your package at a community mailbox, we highly recommend you send it with a signature required to prevent theft, as well as it will keep your package sitting in extreme weather conditions for long periods of time. If you do not require a signature, we will not be held responsible for any lost or damaged packages, and no refunds will be issued.
If there is an issue with your order not arriving or missing, please DO NOT contact Canada Post. By doing so you will VOID our delivery guarantee and could result in your account being terminated.
Stuck 'In Transit':
If the status is stuck in transit, please contact us if you don’t get your package after two days past the expected delivery date. We can do a trace with the shipping company, which can take up to 30 days to complete. If there’s a trace done, the shipping company will do an investigation. If they are able to find the package, they ship it to you and you’ll receive it a few days later. An order will be deemed lost after 30 days, or once the investigation has been completed.
Marked as 'Delivered':
If you selected 'Signature Required' and you don’t get your package after two days past the expected delivery date, contact us so that we can begin an investigation.
We are not responsible for any lost or stolen packages if you did not select 'Signature Required' and your order is marked as delivered or confirmed as delivered by a postal service employee.
Please note that it is the customer's responsibility to provide a complete address and a valid name. We do not re-ship packages that have been returned to sender due to an incorrect shipping address or if it hasn't been picked up from the post office within the allotted time frame.
Contact us at [email protected] if any problems arise during your transaction with us. DO NOT contact third party customer service agents (i.e. Canada Post) to resolve your issue.