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Shipping Policies

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.

We reserve the right to use a different courier from Canada Post if shipping charges are miscalculated during checkout or if another courier is expected to deliver faster. We reserve the right to invoice a customer if additional shipping is required, as courier rates can vary from day to day. You will be emailed a shipping invoice for any additional shipping required.

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 courier on your behalf but we will not re-ship or refund your order until the courier deems the parcel as lost or undelivered. 

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

Courier 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. 

All orders, no matter the courier, will be shipped with "signature required". If you would like "no signature required" please add a note to your order. The note can be added on the cart page prior to the checkout.

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 couriers. 

Additional insurance does not guarantee a full refund of your purchase. The courier 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. Couriers only pick up on business days. We do not pack or ship on weekends or statutory holidays.

  • Canada Post Priority Shipping: Ships within 24 hours or 1 business day.

  • Canada Post Xpresspost: Ships within 48 hours or 2 business days.

  • Canada Post Expedited / All Other Couriers: Orders are packed and shipped in the same order they are received.

Need your order shipped sooner?

If you need your order processed sooner than our current shipping schedule, you can request a shipping upgrade.

Please email us with your order number and let us know that you would like to request faster shipping.

  • Know which shipping method you’d like? Let us know which method you would like to upgrade to (for example, Xpresspost or another available service).
  • Not sure which shipping method is best? Let us know that you would like a shipping quote. We’ll provide the available options and pricing for you to choose from.

Once you select your preferred shipping method, we’ll send you an invoice for the additional shipping cost. Your order will be processed for shipment once the shipping upgrade has been paid.

Please note that requesting faster shipping does not guarantee same-day processing. We’ll confirm the available options and timing when we respond to your request.

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

When selecting a shipping method, the couriers automatically generate an estimated shipping time. This is not the time it takes for us to prepare the order or print the shipping label, nor is it a guaranteed transit time. Couriers pick up daily, excluding holidays. Windy Point cannot guarantee any shipping times and has no control over orders once they have left our warehouse. Please refer to your selected courier's website for service guarantees.

USA Orders

As of August 29, 2025, we are no longer shipping to the United States due to changes in US government policy requiring additional duties and tariffs.

Pick-Up Orders

When your order is ready for pick-up, you will receive an email notification. We require a minimum of 6 business hours to prepare orders and ask that you please wait until you receive the email before arriving at our store.

Arriving at our store before receiving the email notification will not move your order to the front of the queue, and you will need to wait for it to be prepared.

If you are planning to have someone else pick up your order, you must leave a note on the order (at the bottom of the cart page) with the person's first and last name. This person must have the name associated with the billing address. We will not release an order to anyone who does not have this information, and we will not release an order to anyone who can only provide an order number. We will also require the person picking up the order to write their name and sign for the order before it is released.

Pick-up orders are held for 14 days. You will receive reminders at intervals that your order is still available for pick-up. Orders not picked up within 14 days are subject to cancellation and a 20% restocking fee. Please contact us if you are unable to pick up your order within 14 days.

Arrange Your Own Courier Orders

Courier pick-ups must still be packed for shipping. Please select Local Pick-Up as your shipping method during checkout and enter the note on the cart page: "I will be arranging my own courier."

The order will be placed in the queue with Expedited shipping orders, in the order it was received.

Do not send your courier until the shipping department sends you the weights and dimensions of your parcel. You must then provide us with a waybill or shipping label to attach to your parcel. Once you have received the dimensions for your order, you may schedule your courier pick-up.

Please forward the waybill or shipping label within 48 hours of receiving notification that your order is ready to avoid cancellation.

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: 9:00am - 3:30pm

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

Palletized Orders

If you request that your courier pick-up be palletized, there is a $50.00 fee per pallet. You are also required to provide the correct Bill of Lading for your shipment. We will print the Bill of Lading and give it to the courier with your order.

These orders require pick-up appointments during the hours listed above. Couriers who arrive before orders are ready will be turned away.

Please make a note on the cart page before checkout that your order needs to be palletized. Select Local Pick-Up during checkout. Customers are responsible for booking their own pallet transportation.

Palletized orders must be picked up within 48 business hours of notification that they are ready or risk cancellation.

Cancelled palletized orders are subject to a 30% restocking fee, which includes the applicable transaction fee. No additional transaction fee will be deducted from the refund.

Discrepancies

If there is a discrepancy in your order (wrong item or missing item), please email info@windypointsoap.com with your order number and pictures of the discrepancy.

  • Online orders: Report discrepancies within 30 days of delivery.

  • Online pick-up orders: Report discrepancies within 30 days of pick-up.

After 30 days, we will not be able to correct the order.

Damages and Defects

If your order arrives damaged, pictures of the box and damaged contents must be emailed to info@windypointsoap.com so that we can file a claim with the courier. All damage claims will be reviewed by our Operations team. Replacement of smaller damaged items is not guaranteed, and a refund may automatically be processed.

If the product you received is defective (e.g., manufacturing defects or contamination), we may request that the product be returned to us for review.

  • Online orders: Report issues within 30 days of delivery.

  • Online pick-up orders: Report issues within 30 days of pick-up.

After 30 days, we will not be able to correct the order.

Return-to-Sender Packages

If your order is returned to us because it went unclaimed at the post office, we will contact you by email to ask if you would like to have it reshipped.

If you choose to have the order reshipped, you will be sent an invoice for the cost to reship the order, plus the amount the courier charged us to return the package to our warehouse.

If we do not receive a response within 5 business days, the order will be refunded with the original shipping charges withheld, the return shipping charges billed to us by the courier deducted, and a 20% restocking fee applied. The 20% restocking fee includes the applicable transaction fee.

Example:

  • Reshipping invoice price: $20

  • Cost to ship: $10

  • Courier cost to return the package to our warehouse: $10

If you choose not to have the order reshipped, the return shipping charges billed to us by the courier will be deducted from your refund.

Refused Deliveries

If a shipment is refused and returned to us, it will be inspected upon arrival.

If our inspection confirms that the contents are intact and the order is in resalable condition, the return will be treated the same as an unclaimed shipment. If you would like the order reshipped, you will be invoiced for both the cost to reship the order and the return shipping charges billed to us by the courier.

If you choose not to have the order reshipped, the original shipping charges and return shipping charges billed to us by the courier will be withheld or deducted from your refund. A 20% restocking fee may also apply, which includes the applicable transaction fee.

If the shipment is confirmed to have been damaged in transit, resulting in damage to the contents, we will work with you to resolve the issue at no additional cost to you.

Cancelling an Order or Removing Items from an Order

Please visit the returns page.

Frequently Asked Questions

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 variations in the volume of orders received on any given day.

I want to add to my order.
We cannot make additions to existing orders. You will need to place another order, but you may select Pick-Up as your shipping method so you are not charged shipping again.

Please add your original order number in the note section on the cart page of your additional order. We will then ship both orders together; however, you will not receive a shipping confirmation for your additional order.

You do not need to call or email us to let us know you have placed a second order.

We reserve the right to invoice a customer if additional shipping is required for additional orders. We cannot accept additional orders if your original order date is listed on the website banner as a date currently being shipped or if your original order has been fulfilled and a tracking number has been sent to you.

I received a shipping notification, but I can't track my order.
You will not be able to track your order until after the courier has picked up from us and scanned the daily manifest, which typically occurs late in the afternoon, Monday through Friday.

Couriers do not pick up on weekends or statutory holidays. If you receive a shipping notification on a weekend or holiday, tracking may not be available until Monday or the next business day evening.

I placed an additional order and received a shipping notification for my original order, but not for the additional order.
Orders with the shipping method Pick-Up cannot have tracking numbers attached to them. You can log into your account to see the fulfillment status of your additional order.

My order says "delivered," but it wasn't. What do I do?
Please wait 24 business hours after receiving the delivery notification before contacting us, to give the courier time to complete delivery.

If your order has still not arrived, check with your neighbours, post office, community mailroom, or other usual delivery locations. If you still cannot locate your order, email us with your order number.

We will open a ticket with the courier for investigation. If the order is deemed lost and we receive a credit from the courier, we will offer to reship your order or issue a refund to a gift card.

Where do we ship?
We currently ship only within Canada.

How much will shipping cost?
Shipping rates are calculated on the cart page and during checkout.

 

Updated October 2026