Ordering online in Canada: delivery, tracking, import charges and returns

1. Before you pay

• Prices are in Canadian dollars (CAD). There is no currency conversion at checkout.
• Shipping is a flat C$6.95, and orders of C$60.00 or more ship free. The shipping cost appears in your bag before checkout.
• Sales tax is calculated from your delivery address and shown at checkout before you pay.
• Where we deliver: Canada (excluding Quebec). We don't ship to Quebec yet or outside Canada, so checkout won't accept those addresses.

2. After you order

1. You get an order confirmation by email with your order number. Keep it: you'll need it to track or contact us.
2. We process the order and it is packed and shipped from the warehouse.
3. We process orders in 1–3 business days. Delivery then takes about 7–14 days (remote areas can take longer). Deliveries to remote and northern areas (Nunavut, Northwest Territories, Yukon, Labrador and other remote postal codes) can take longer. Holidays and busy seasons can add time.
4. We email tracking once the carrier scans your parcel. Tracking can look quiet for a few days while the parcel is between countries. That is normal for international parcels.

You can check progress any time on the order tracking page with your order number and the email you used at checkout.

3. Possible import charges

Parcels coming into Canada can be assessed by the Canada Border Services Agency (CBSA) for duty and sales tax. When that happens, Canada Post usually collects the charges plus a handling fee at delivery. Canada's C$20 low-value exemption for mailed goods generally does not apply to goods bought from a Canadian store and shipped from abroad, so we can't promise a parcel won't be assessed. Any import duty, tax or handling fee is paid by you to Canada Post on delivery; it is not part of our checkout total and we don't refund it. Questions? Contact us.

4. If something goes wrong

• Damaged, defective, wrong or missing item: message us with your order number, a short description and photos if you can. These are handled separately from change-of-mind returns.
• Changed your mind: unused items in resalable condition can be returned within 30 days of delivery. Contact us first for a return authorization. Please don't send anything back without one.
• Refund timing after approval depends on the payment provider and your bank or card issuer.

Full details are in our returns policy and FAQ.

Tips for a smooth delivery

• Double-check your unit or apartment number and postal code at checkout.
• Use an email address you check, since tracking and order updates go there.
• If you're away a lot, a parcel locker or work address can save a trip to the post office.