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Shipping Policies

SHIPPING METHODS

Our standard method of shipping is Canada Post Expedited. Once a package leaves our warehouse, we have no control over its movement. We can't guarantee a date that your order will arrive.

Windy Point is NOT responsible for stolen parcels. If a parcel was left at your address and has gone missing. We will file a claim with the carrier on your behalf but we will not re-ship or refund your order until the carrier deems the parcel as lost or undelivered. 

All Canada Post orders are now sent with full insurance. This includes orders over $100.00. 

Canada Post orders of $100 or less before tax are insured by default.

Orders over $100 before tax will have additional insurance added to cover the value of the order. 

Orders over $200 before tax will still require a signature for delivery, but now will also have additional insurance added.

If you would like "no signature required" please add a note to your order. NOTE: Choosing "no signature required" will void all insurance on the parcel including replacements or refunds for any damages or losses. This applies to all carriers. 

Additional insurance does not guarantee a full refund of your purchase. The carrier must still investigate loss or damage and decide on any payouts.

When selecting your shipping method please note the following;

Monday to Friday are business days. Carriers only pickup on business days. We do not pack/ship on weekends or stat holidays. 

PRIORITY SHIPPING: ships within 24hrs or 1 Business Day.
XPRESSPOST: ships within 48hrs or 2 Business Days.
EXPEDITED/ COURIER PICKUP: 
orders are shipped/packed in the same order they are received.

Orders placed after 1:00pm on Friday or any time on Saturday or Sunday will be added to their respective queues on Monday morning. 

USA ORDERS

USA orders are packed in the order they are received. Our default carrier is Canada Post. 

If you would prefer a different carrier for US bound orders (UPS, Purolator, etc) please add a note to your order. We reserve the right to invoice a customer if additional shipping is required.

PICK UP ORDERS

When the order is ready for pick up, you will get an email notification. Due to the increase in volume, we require a minimum of 6 business hours to prepare orders and ask that you please wait until you get the email before arriving at our store.

Pick up Orders are held for 14 days. You will be reminded at intervals that your order is still available for pickup. Orders not picked up after 14 days are subject to cancellation with a 20% restocking fee. Please contact us if you are unable to pick your order up within 14 days of placing it. 

COURIER PICK UP ORDERS

You may send your own courier, but this must be noted in advance. Courier pickups must still be packed for shipping. 

Select Local Pickup as your shipping option and leave a comment in the note section on the Cart page prior to checkout that this will be a courier pickup. They are processed in the order that they are received. 

Do not send your courier until the warehouse sends you the weights and dimensions of your parcel. You must then provide us with a waybill/ shipping label to attach to your parcel. You may then schedule your courier to pickup. 

PALLETIZED ORDERS

If you request your courier pickup to be palletized - there is a $50.00 fee per pallet for this and you will also be expected to provide the correct Bill of Lading for your shipment. We will print these and give them to the courier with your order. These orders require pickup appointments during the hours listed below and unfortunately couriers who are sent before the orders are ready will be turned away.

Palletized orders must be picked up within 48 business hours of being notified when ready or risk cancellation. 

Cancelled palletized orders are subject to 30% restocking fee

Important information for courier pickups:

All courier pickups are held in shipping and must be picked up from the Bay 11 warehouse entrance. 

Hours for courier pick up:
Monday - Friday: 9:30am - 4:30pm

Courier pickup address:
Windy Point Soap Making Supplies
11- 6125 12st SE
Calgary AB, T2H 2K1

PLEASE NOTE:

If there is a discrepancy in your order (wrong item, missing item), please contact us within 30 days of the order being delivered. After 30 days we will not be able to correct the order.

 

RETURNING AN ITEM/CANCELLING AN ORDER

Please visit the returns page.

FAQ

When will my order ship?
As noted in your order confirmation email, we update our website banner every weekday with the dates we are shipping.  We cannot provide an exact date when your order will ship due to the variations in the volume of orders received on any given day.  

I want to add on to my order: 
We cannot make additions to orders.  You will need to place another order but you may select Pick Up so you're not charged shipping.  Please add your original order number in the note section on the Cart page of your add on order.  We will then ship both of your orders together however you will not receive a shipping confirmation for your add on order.  You do not need to call or send us an email to let us know you've placed a second order.  We reserve the right to invoice a customer if additional shipping is required for the add on order(s).  We cannot accept add on orders if your original order date is listed on the website banner as a date currently being shipped or if your order has been fulfilled and a tracking number has been sent to you.

I just received a shipping notification but I can't track my order?
You will not be able to track your order until after Canada Post has picked up from us and scanned the daily manifest which is late in the afternoon, Monday - Friday.  Canada Post does not pick up on weekends or stat holidays so if you receive a shipping notification on a weekend/holiday, you will not be able to track it until Monday/next business day evening.

I placed an add on order and got a shipping notification for my original order but didn't get one for the add on?
Orders with the shipping method Pick Up cannot have tracking numbers attached to them. You can log into your account to see the fulfilment status of your add on orders. 

My order says "delivered" but it wasn't, what do I do?
Please wait 24 business hours after receiving the notification before contacting us to give the courier drivers time to complete delivery. If the order has still not arrived, check with your neighbours, post office, community mail room, etc., please contact us by email with your order number. We will open a ticket with the courier for investigation. If the order is deemed lost and we are credited back, we will offer to reship your order or refund you to a gift card only. 

Where do we ship?
We ship anywhere in Canada and continental USA. We are not able to ship internationally as we are not able to provide the correct documentation required at this time.

How much will shipping cost?

Shipping rates are calculated on the Cart page as well as during the checkout process. These rates come directly from Canada Post.

 

Updated May 27, 2022

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