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.
We are NOT responsible for packages that are stolen by porch pirates. We will file a claim with Canada Post on your behalf but we will not re-ship your order.
Orders over $200.00 will require a signature by the courier before delivery.
When selecting your shipping method please note the following;
Monday to Friday are business days. Canada Post and other couriers 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 1pm on Friday or any time on Saturday or Sunday will be added to their respective queues on Monday morning.
PICK UP ORDERS
Pick up orders are picked throughout the day. 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. If orders are not picked up after 14 days they will be cancelled 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 ORDERSIf you would like to send your own courier this needs to be notified in advance. Select Local Pickup as your shipping option but you must leave a comment in the note section on the Cart page prior to checkout that this will be a courier pickup. They are processed differently than curbside.
Couriers expect these orders to be packed for transit - the warehouse will pack these in the order that they are received and you can track progress via the banner on the website. 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 book your courier to pickup.
PALLETS: if your courier pickup needs 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 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 or risk cancellation.
Cancelled palletized orders are subject to 30% restocking fee.
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.
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.