Shipping policy

Shipping Policy

We work hard to ship orders quickly and make the delivery process as smooth as possible. Please review the information below for shipping times, free-shipping thresholds, tracking, and U.S. customs processing.

🇺🇸 United States Shipping – Contiguous 48 States

Free Shipping

Free shipping is available on orders of $75.00 USD or more.

Orders under $75.00 USD are charged real-time carrier rates at checkout.

This offer applies to the contiguous 48 United States and excludes:

  • Alaska

  • Hawaii

  • Puerto Rico

How U.S. Shipping Works

U.S. orders are shipped through our Buffalo, New York distribution process.

Orders first leave our Canadian facility and travel to our Buffalo warehouse. Shipments are transferred across the U.S./Canada border several times per week.

Because these shipments must enter the United States, please allow an extra 1–2 business days for your order to cross the border and clear U.S. Customs and Border Protection.

During this part of the shipping process, your tracking may show:

  • Label Created

  • Waiting for Package

  • No tracking movement

  • A customs, clearance, import, or border-processing status

This is normal and does not necessarily mean there is a problem with your shipment.

Once your order clears customs and reaches our Buffalo, NY warehouse, the carrier receives the package and tracking should begin updating normally.

If your tracking is not showing movement, your shipment may still be in transit to Buffalo or undergoing customs processing.

When Should I Contact You?

If there has been no carrier tracking movement for 5 or more days, please contact us.

Our customer service team will review the latest available tracking information and investigate the shipment if necessary.

Most U.S. orders clear the border within 1–2 business days, but we cannot guarantee how long U.S. Customs will take to process or release an individual shipment.

🇨🇦 Canada Shipping

Free Shipping

Free shipping is available on orders of $80.00 CAD or more to all 10 Canadian provinces.

Orders under $80.00 CAD are charged real-time carrier rates at checkout. Canadian orders ship directly from our warehouse in London, Ontario.

Free shipping does not apply to Canada's three territories:

  • Northwest Territories

  • Nunavut

  • Yukon

For these territories, shipping charges are calculated using real-time carrier rates at checkout based on destination and available shipping services.

🇺🇸 Alaska, Hawaii & Puerto Rico

Free shipping is available on orders of $150.00 USD or more.

Orders below the free-shipping threshold are charged real-time carrier rates at checkout.

🌍 International Shipping

Worldwide shipping is available.

International shipping charges are calculated using real-time carrier rates at checkout.

Customers are responsible for any applicable duties, taxes, customs charges, brokerage fees, or import fees required by the destination country unless otherwise stated.

📦 Order Processing & Dispatch

Orders normally ship within 1–4 business days.

During high-volume periods, promotions, holidays, or inventory transfers, processing may take up to 5 business days.

Business days do not include weekends or statutory holidays.

Once your order has been processed, you will receive a shipping confirmation email with tracking information when available.

🔍 Tracking Information

A tracking email is sent once your order has been prepared for shipment.

For Canadian and most international shipments, tracking normally begins updating once the carrier receives the package.

For U.S. orders, tracking may not show movement while the shipment is travelling from Canada to Buffalo or being processed through U.S. Customs.

Once the shipment clears customs and reaches our Buffalo warehouse, carrier tracking should begin updating normally.

No tracking movement during the first few days does not necessarily mean your order is lost or delayed.

If your tracking has shown no movement for 5 or more days, please contact our customer service team so we can review the shipment.

📍 Tracking Shows Delivered, But I Cannot Find My Package

If tracking shows that your package has been delivered but you cannot locate it, please check:

  • Your mailbox

  • Front or side porch

  • Garage or other safe delivery areas

  • Parcel lockers

  • Building reception or office

  • Other members of your household

  • Neighbours

  • Any delivery photo or location information provided by the carrier

Please also confirm that the shipping address on your order is correct.

If you have checked these locations and still cannot locate your package, please contact us and our customer service team will review the shipment.

🚚 Orders Already in Transit

Once an order has entered the shipping network, we may not be able to stop or cancel the shipment.

If you would like to request a cancellation after an order has shipped, please contact us as soon as possible. Our customer service team will review the order and advise you of the available options.

Questions About Your Shipment?

If you have questions about your order, tracking, or delivery, please contact our customer service team and include your order number so we can assist you as quickly as possible.