The following are answers to common questions we receive about processing and shipping times and tracking information. If you would like to check the status of your order, please click here.
How long will it take to process my order?
Order processing time can vary based on demand and we are making every effort to reduce processing time. Currently, processing times are estimated at between one and two business days. Once your order has been processed and shipped you will receive a Shipping Confirmation E-mail to the e-mail address provided on check-out letting you know your order has shipped. If you believe your order should have shipped and you haven't received a Shipping Confirmation E-mail, please check your spam/junk e-mail folder. To find out if your order has been shipped, please click here.
How long will it take to ship my order to me once processed?
After your order has been processed by our shipping department, it will be picked up by Canada Post and with the assistance of your local mail delivery service (such as USPS in the United States), your order will be delivered to your door. Delivery time is based on your delivery location and selected shipping method and estimates are as follows (to recall the delivery method selected, please check your confirmation e-mail or click here):
Regular Shipping: 5 - 10 business days*
Expedited Shipping: 5 - 8 business days*
Express Shipping: 2 - 6 business days*
Regular Shipping: 7 - 14 business days*
Expedited Shipping (where available): 4 - 10 business days*
*Delivery to remote areas or non-major urban centres may take additional business days. If your delivery address is outside of Canada, your order may be delayed by your country’s customs office for a short period until it is released. Also, please note that these delivery times are in addition to our processing times mentioned above. A business days is any weekday that is not a holiday and shipping estimates do not include the day the order is shipped.
Will I get a tracking number?
Orders placed with regular shipping will not receive a tracking number and a tracking number cannot be provided upon request. Orders placed with expedited or express shipping will automatically receive a tracking number when the order is shipped by way of a Shipping Confirmation E-mail sent to the e-mail address provided on check-out. Please check your Order Confirmation E-mail (received when the order was initially placed) to determine the method of shipping selected on check-out. Unfortunately, once an order is placed, the method of shipment cannot be changed.
What about duties, import fees and local taxes?
You are responsible for paying any duties, import fees or taxes charged by your local government; however, for the majority of our customers, no duties, import fees or local taxes are charged. For further information about any additional fees which may be charged by your country, please contact your country's customs office. Refunds will not be provided where your failure to pay such fees results in the product not being delivered.
What if I made a mistake in my shipping address?
If you made a mistake in your shipping address, please contact us by e-mail as soon as possible and let us know the correct address. If your order has already been shipped, you may be responsible for additional shipping fees. Therefore, it is very important your address is accurate and complete (including any apartment, condo, suite numbers).