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.
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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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SHIPPING SERVICES:
DEFAULT SHIPPING = LETTERMAIL SHIPPING (using stamps)
FOR: All items EXCEPT leashes, made to match flowers, assembled bow ties and sailor bows
COST: $2 across Canada
ESTIMATED DELIVERY TIMELINE: 3-12 business days (shorter for urban locations, longer for rural locations or territories)
TRACKED SHIPPING
FOR: Leashes, made to match flowers, assembled bow ties and sailor bows OR as an upgrade for any order
COST: $15 within Ontario, $17 to every other province and each territory
ESTIMATED DELIVERY TIMELINE: 1-8 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.
USA SHIPPING RATES & DELIVERY ESTIMATES
All orders to the USA 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.
Delivery is estimated between 4-6 business days, but can run longer due to 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, you can use your USPS tracking number to advise USPS of the situation and request the GPS coordinates to see exactly where the package was delivered to. If it is still missing but marked delivered, please 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.
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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). 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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