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*Please note all shipping fees incurred when sending the order out are non-refundable and all returns are at the customer’s expense. Refused shipments and shipments not picked up at shipping depots will be considered returns and will be subject to return shipping charges.
All in-stock items are shipped within 1-2 business days (Monday – Friday), excluding statutory holidays. Personalized orders are shipped within 2-3 business days.
Currently, we only ship within Canada. If for any reason there will be a delay with your order one of our customer service representatives will contact you by phone or via email within 48 hours from the time your order was placed to discuss alternative shipping methods.
Tracking your order
Once your order is dispatched, we will send you a shipping confirmation email that includes your tracking number. For detailed information on the location of your click the link in your email to visit the shipper’s website. If you have any other questions or concerns, we would always be happy to help. Call us anytime.
Receiving your order
Once your order has been shipped, our shipping partners will attempt to deliver orders twice. A delivery notification will be left at your door if our shipping partners are unsuccessful in their attempts; packages are held at their depots and then shipped back to us. In order to arrange a re-delivery, delivery charges will need to be paid again by the purchaser.
For insurance purposes all orders are shipped with “signature required” by the recipient. The recipient must be present to receive, inspect and sign for the delivery.
Before signing and receiving please ensure the following:
• Check for any damage to the packaging
• Take a photo of any damage to the packaging
Your signature indicates the acceptance of the package, if there is any damage to the package please be as detailed as possible on the packing slip before signing and accepting the package. Unfortunately, if you sign for the package without noting issues you are accepting the package and its contents as is. If you have not received the proper number of packages or an item appears to have been damaged please note this prior to signing.
The shipping company will not honour any insurance claims if damages or shortages are not recorded and we will therefore be unable to honour any returns.
Once the package has been received please immediately check the contents of your order. Any damages to the contents of the order or shortages must be reported in writing to email@example.com within 24 hours of receiving your order.
Change or cancel an existing order
With our commitment to processing online orders quickly, there’s a very small window of opportunity to make changes to an order once it has been placed. It may not be possible to change or cancel your order if it has already been personalized or if we are in the process of customizing it for you, therefore requests must be submitted immediately.
Please contact us at 1-778-583-5723 or firstname.lastname@example.org with your requests.
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