Shipping policy
Please note: during check out, by accepting the terms and conditions checkbox, you hereby accept all shipping conditions below.
How long is processing time?
Once you placed an order, it takes around 1-5 business days for us to process and pack your order. Canadian orders would be shipped out a little bit earlier, while U.S. and other international orders takes 1-2 days longer due to the distance of drive between our inventory storage and our courier service.
What is the shipping speed?
Shipping speed is based on business days and is provided by the post office. Business days includes Monday to Friday, usually 7am to 5pm local time. Shipping speed starts the moment processing time is completed and when you are notified that your item is shipped. If you need something rushed, please feel free to contact us via the contact form, or make a request in the notes section at checkout. We should respond to you within 24 hrs.
What shipping service do you provide?
Canada
We use a variety of shippers for all domestic orders. By default, we use either ChitChats or UPS. Although our shipping option at check out is with Canada Post, Canada Post is only used as last resort. Rest assure the shipping cost at check out had been adjusted to either ChitChat/Fedex rate despite it showing up as Canada Post. If there are other alternatives you would like us to use, please feel free to leave a note in the check out section, or message us directly with your order number via the contact form, and we will get back to you with a new shipping price.
United States
We mainly use a cross-border courier that carries our packages from Canada to the US, and then all packages are handed over to USPS or Fedex US. Cross-border courier usually takes around 1-2 days to carry our packages across to the US, depending on weather. Once USPS or Fedex receives our package across the border, shipping speed follows USPS or Fedex US standards.
We mostly offer USPS Ground Advantage depending on the weight of your order. Due to the removal of de minimis from all purchases from Canada to the US, as well as new tariff implications, we are now required to collect tariff on your behalf prior to shipping. Our shipping broker at DYK post will pay your tariff to US CBP when it crosses the Canada-US border, so then you are not subjected to surprise tariff costs upon delivery. The tariff cost is implemented in your shipping cost at check out. If you wish to opt out of tariff collection, please let us know via contact form, and we can refund your order. We currently do not wish to take the chance of orders being held at US customs or run the risk of packages getting destroyed or lost, as that may happen when tariff are not paid on time by customers.
Europe
We currently use Canada Post or DHL for orders in Europe. Shipping time varies.
Rest of the World
We use a combination shippers such as Canada Post and DHL Express depending on your region. Your options and shipping speed will be available to you at check out.
What do I need to know about custom/import fees and charges?
All of our shipping service does not cover any custom fees or import duties required by your country. You will be responsible for any custom fees, import duties, or brokerages incurred during shipping.
- For shipments to a Canadian address, there are no custom fees or charges because all shipping are domestic.
- For United States, orders with declared valued of under $800 USD should have no custom fees or charges. Please check with your country’s custom fees, rules, or charges for orders above $800 USD.
- For Europe, Australia, Asia, and rest of the world, please refer to your country’s custom fees, rules, or charges. If you chose Fedex FIMS or USPS Priority as your shipping option during check out, check your country’s customs/import rates for packages coming from the United States. If you picked Canada Post or DHL Express, please refer to your country’s customs/import rates for packages coming from Canada.
Why is there a handling fee on my order?
Sometimes, there is a handling fee for certain shipping services offered by us, which will be displayed at check-out. Handling fee purely consists of the cost of packaging used to package your order.
My tracking shows my package was “delivered”, but I never got my package?
Sadly, we are not responsible for any lost, stolen, or misplaced packages we shipped to you via any of the shipping services we work with. We encourage you to contact your local post office or the shipping company that shipped and delivered your order to resolve the issue.
So I lost my package, can I get a refund or another shipment?
We are sorry to hear that. We cannot replace any lost, stolen, or misplaced packages and we are currently unable to offer refunds for lost, stolen, or misplaced orders outside of our control. Thank you for understanding. To reduce chance of lost package, please request for signature on delivery (additional charges may apply), or enter a shipping address that is secure.
I gave you the wrong shipping address, can you send another one?
Unfortunately, we cannot resend packages or offer refunds if you gave us the wrong shipping address, as you have already agreed to our terms of services and policies upon check out. Please feel free to place another order and double check your shipping address before submitting your order :).
What can I do to reduce the chance of my package getting stolen/lost?
As stated earlier, things like lost or stolen packages are completely outside of our control, but there are ways to reduce the chances of it happening. We highly recommend people add "signature upon delivery" to their shipping options at check out whenever it is available (availability depend on where it is shipped to). Although there is a small cost, it will greatly ensure porch pirates does not get their hands on your package in the event that you are not home. As for lost package prevention, we highly recommend you also chose to insure your packages when picking a shipping option at check out when the option is available. If both of these options are not available, please feel free to inquire about it via our contact form, and we can provide you with an estimated cost for these features based on the post office we are using for your shipping.