Shipping policy

WHERE DO YOU SHIP?

We currently ship to the following countries:

Canada, United States, United Kingdom, Mexico, Australia, New Zealand, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, China, Hong Kong, Japan, Singapore, South Korea, United Arab Emirates, Mexico, Türkiye, India, Greece, Luxembourg, Monaco, Romania, Malaysia

WHAT ARE YOUR SHIPPING RATES?

 

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

We work hard to ensure your order is packed and shipped within 1 business day.

• Canada: Delivery within 4–10 business days (Standard) or 2–4 business days (Express).

• United States: Delivery within 5–10 business days (Standard) or 3–5 business days (Express).

• International: Delivery times vary by country. Standard service is typically 7–14 business days, while Express is 4–7 business days.

Delivery timelines are estimates provided by the courier and are not guaranteed. Once an order has been handed to the courier, transit times may be affected by customs, weather, carrier delays, local delivery conditions, or other circumstances outside our control.

Estimated delivery times do not account for possible customs delays. If your order is significantly delayed beyond the expected timeframe, we recommend contacting your local customs office or courier service. During peak periods (including major holidays or special releases), order processing may take an additional 1–2 business days.

ARE TAXES AND DUTIES INCLUDED IN MY SHIPPING COST?

• Canada: Sales tax (GST/HST/PST) is applied at checkout as required.

• United States: We do not collect US state sales tax unless legally required — customers are responsible for any additional charges on delivery. Please note that due to unpredictable changes in tariff and trade regulations between the US and Canada, we cannot be held responsible for any unexpected duties, tariffs, or fees imposed at the border.

• International: Taxes, customs duties, and import fees are not included in your order total. These are the responsibility of the recipient and may be collected at delivery by your local customs authority.

We do not currently offer prepaid customs and duties. If you’re ordering from outside Canada, where we are based, please be aware that additional customs charges may apply upon delivery. Duties and taxes are non-refundable. Delays, storage fees, return fees, or abandonment caused by unpaid duties are also the customer’s responsibility

CAN I REFUSE TO PAY THE CUSTOMS AND DUTIES I AM BEING CHARGED?

If an order is returned due to unpaid duties, taxes, or any other reason, we will issue a refund for the product cost only—minus any courier fees, shipping, brokerage, customs, storage, handling, or other carrier fees charged to us as a result of refusal or non-payment and for returning the package. Please note that original shipping fees are non-refundable.

Please note that the recipient takes full responsibility for any customs charges, even if they refuse to accept a parcel due to high import duties or taxes. We are working on improving this process to provide a better experience in the future.

DO YOU OFFER FREE SHIPPING?

Yes, we offer free standard shipping within Canada (BC + Rest of Canada) on orders over $150 CAD.
We offer free shipping for US orders over $150 USD.

For International orders, shipping is always calculated at checkout

WHICH CARRIERS DO YOU USE?

We ship using Canada Post, UPS, Purolator, and DHL, depending on the destination and service level. At checkout, you’ll see the best available options for your location.

Once your order has been transferred to the courier, delivery is handled by an independent third-party carrier and is subject to that carrier’s terms, procedures, and delivery network.

HOW CAN I TRACK MY ORDER?

Once you've placed an order, you'll receive an Order Confirmation email. As soon as your package is dispatched, we’ll send you a shipping notification with your tracking number so you can follow your parcel’s progress.

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

Unfortunately, we are unable to redirect orders to a different address once they have been shipped.

Please note that the customer is responsible for providing a complete and accurate address, including apartment/unit number, buzzer, company name, etc. We are not responsible for delays, failed delivery, loss, or return fees resulting from incorrect, incomplete, or outdated address information supplied by the customer.

CAN I CANCEL MY ORDER?

Once an order is processed, we are unable to cancel it.

CAN I MODIFY MY ORDER AFTER IT HAS BEEN PLACED?

Once your order has been processed at our fulfillment centre, we cannot make any modifications, including changes to shipping addresses or product selections.

WHAT IF MY PACKAGE IS DELAYED, LOST, OR MARKED AS DELIVERED?

Shipping times are estimates provided by the carrier and are not guaranteed. Estimated delivery times do not account for possible customs delays, delays due to unpaid duties, weather, carrier disruptions, local delivery conditions, or other circumstances outside our control. During peak periods, including major holidays or special releases, order processing may also take an additional 1–2 business days.

Delayed Packages

If your package is still in transit but significantly delayed beyond the expected delivery timeframe, we recommend first checking the tracking information and contacting the local courier or customs office for further details.

If the shipment is being held because of unpaid duties, taxes, customs charges, or required information from the recipient, we are unable to release the package on the customer’s behalf. Any applicable customs charges remain the responsibility of the recipient.

If the delay appears unusual and cannot be resolved through the courier, please contact us and we will do our best to assist with obtaining additional information.

Packages Lost in Transit

If tracking indicates that a package may have been lost while in the courier’s possession, please contact us and we can open or assist with a carrier investigation where applicable.

Any determination that a shipment is lost, as well as any reimbursement, insurance claim, replacement, or other resolution, is subject to the courier’s investigation, delivery records, insurance coverage, and applicable terms and conditions.

We cannot guarantee the outcome or timing of a carrier investigation.

Packages Marked as Delivered but Not Found

If a shipment is marked as delivered by the courier and proof of delivery is available, the order will be considered fulfilled.

We are not responsible for packages that are lost, stolen, misplaced, or otherwise cannot be located after confirmed delivery. We may assist by providing tracking information or requesting additional delivery details from the courier where available, but the customer is responsible for following up with the courier, building management, concierge, household members, neighbours, or other parties at the delivery location.

We strongly recommend checking all entrances, mailrooms, parcel lockers, reception areas, safe-drop locations, and neighbouring units before reporting a package as missing.

WHAT IF MY PACKAGE IS DELAYED OR LOST?

Shipping times are estimates provided by the carrier and may vary. Estimated delivery times do not account for possible customs delays. If your order is significantly delayed beyond the expected timeframe, we recommend contacting your local customs office or courier service before contacting us. If the package is not being released due to unpaid duties there is nothing we can do. 

During peak periods (including major holidays or special releases), order processing may take an additional 1–2 business days.

If your package is significantly delayed or appears lost, please contact us and we will do our best to resolve the issue. 

DELIVERED PACKAGE CLAUSE

If a shipment is marked as delivered by the courier and proof of delivery is available, the order will be considered fulfilled. We are not responsible for packages that are lost, stolen, misplaced, or otherwise cannot be located after confirmed delivery. We may assist by providing tracking information or requesting additional delivery details from the courier where available, but the customer is responsible for following up with the courier, building management, household members, neighbours, or other parties at the delivery location.