If you do not get your package 2 business days AFTER the expected ARRIVAL date noted on our website and you are sure you've included the correct address on your order, please contact us immediately and we will file a trace with Canada Post. You can see the expected delivery times here.
Once a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you should get it within a few days. If it's deemed "unrecoverable" and the correct address was on your package, we will send you a 1x replacement package, free of charge (up to a maximum of $300).
We do not offer postage refunds if your order arrives late due to any postal issues.
Sometimes packages are NOT scanned by Canada Post along the way. They may show up having left our facility but then disappear. We see this often. You may all of a sudden see your package show up in your city and it is the first time it has been scanned. We cannot do anything until we have waited the fully allotted time so please wait this time until you reach out to us.