SHIPPING POLICY

PROCESSING TIMES

Currently all orders are handmade within 3-7 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. We operate on a first in, first out basis and orders are made in the order they are received. During the holidays, it may take longer to get through the order queue due to volume, in which case the updated production time will clearly be displayed throughout the site prior to your purchase. Generally, orders are processed in 3-5 business days and stickers only are usually sent out in 1-3 business days.

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CANADA SHIPPING RATES & DELIVERY ESTIMATES

All items EXCEPT leashes, made to match flowers, assembled bow ties and sailor bows are shipped via LETTERMAIL by default unless the tracked shipping upgrade is purchased. This service means items are sent with stamps. This service has NO guaranteed delivery date, NO tracking and NO insurance if the item is lost in the mail by Canada Post.

Leashes, made to match flowers, assembled bow ties and sailor bows are shipped via TRACKED PARCEL as they do not meet Canada Post's qualifications for the Lettermail service.

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For the Tracked Parcel service, we ship the fastest and/or most economical way based on the dimensions and weight of your package. This can be through Canada Post, UPS, Purolator or Chit Chats. These services come with tracking, insurance and estimated delivery dates provided by the carrier. Couriers require a street address, therefore any P.O. Box addresses will ship by Canada Post or have final mile delivery by Canada Post. 

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Free tracked shipping is offered on Canadian orders over $100 CDN before tax. 

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SHIPPING SERVICES:

DEFAULT SHIPPING = OVERSIZED LETTERMAIL SHIPPING (using stamps)

FOR: All items EXCEPT leashes, made to match flowers, assembled bow ties, sailor bows or stickers

COST: $2 across Canada

STICKERS are sent using STANDARD LETTERMAIL at a cost of $1 per order.

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ESTIMATED DELIVERY TIMELINE: 4-14 business days (shorter for urban locations, longer for rural locations or territories) for both Standard and Oversized Lettermail.

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TRACKED SHIPPING

FOR: Leashes, made to match flowers, assembled bow ties and sailor bows OR as an upgrade for any order

COST: $9.50 within Ontario, $10.50 to Alberta, British Columbia, Manitoba, Quebec and Saskatchewan, $12 to all Maritime Provinces, and $15 to Nunavut, Yukon Territory and North West Territories.

ESTIMATED DELIVERY TIMELINE: 2-8 business days (could be longer to rural locations and territories)

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PICK UP

As an online store, we do not have a brick and mortar location to pick up orders as a, however, customers can inquire about picking up an order in the South Etobicoke area at a local public area for the safety of all parties. This is not guaranteed and subject to timing and availability.

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USA SHIPPING RATES & DELIVERY ESTIMATES

All orders to the USA, except stickers, are fully tracked and insured, and shipped using USPS's Ground Advantage service though Chit Chats with final mile delivery by USPS. The standard rate is $8.00 CDN flat rate per order. Priority service is available upon request. Stickers are sent using Lettermail at a rate of $1.75 per package with no tracking or insurance. 

Free tracked shipping is offered on US orders over $75 CDN.

Delivery is estimated between 3-6 business days, but can run longer due to US Customs clearance, weather, mail backlog and holiday periods. As these are only estimates provided by the carrier, we are not responsible for late packages and will update our site with the most current information we are provided. 

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LOST ITEMS

For tracked orders, if your order has not arrived and is not marked delivered, we can start an investigation and file a claim with the insurance provider (USA) or carrier (Canada) if it cannot be located.

For tracked orders, if your order has been marked delivered by the carrier, the insurance provider (USA) or carrier (Canada) will usually deny any claims, however there are a few things to do. First, verify that the address you provided us is correct. If it is, check your mail room, porches, front/back area and neighbours to see if your package was picked up by someone else on your behalf or was placed somewhere safe out of sight. If that search results in nothing, then please contact us and let us know the situation so we can help you look into it on our end. 

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• For USA customers, we will request GPS coordinates from USPS to see exactly where the package was delivered to. If it is still missing but marked delivered, we will file a Missing Mail report with USPS. When the results of their search comes in, please email it to us, so we can attempt to file a claim with the insurance provider. We need this proof from USPS saying that the order is still missing in order to attempt to a claim in this scenario. You may be required to sign a legal affidavit by the insurance company to attest that a package was not received.

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• For Canadian customers, if your TRACKED order was marked as delivered, but missing, and you've looked for it per the instructions above, we can start an investigation on your behalf with the carrier and keep you updated via email on the progress. Again, carriers more often than not, will not refund orders that were marked delivered, but we will help communicate with them on your behalf. 

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For orders sent with Lettermail (Canada), you accept that the item has no guaranteed delivery date, no tracking and no insurance if lost, therefore acknowledge that you will take that risk by not upgrading your shipping service. While we only see upwards of 2-3 Lettermail packages go missing per year on average, we will always work with customers of a Lettermail order if an item is deemed lost (21 business days past the estimated delivery timeframe).

You will need to file a report with Canada Post that your mail was not delivered and provide the reference number Canada Post gives you before we replace an item. Please ensure your address is correct on the order. We are not responsible on Lettermail packages where the address you provided was incorrect. 

We always provide proof of shipment via a photo of the item stamped by the Canada Post outlet upon request and we will never mark an item shipped until it has physically been dropped off at the post office and accepted (stamped). If a customer attempts a chargeback on a package that has been shipped by Lettermail by their choice, we will vigorously defend ourselves and use all resources available to us, including contacting authorities if applicable.

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