FAQ

Shipping upgrades are available at the checkout, if you experience any difficulties, please reach out!

We cannot "guarantee” that your order will arrive by the deadline needed if the time frame is steep- but we will bump your order to the front of our processing. Please reach out before purchasing and let us know:

-The date your order is needed by
-Your Shipping Province/State and Postal/Zip Code

*Please Note: Front-of-the-line shipping may not available during our busy seasons, such as Holiday-Time.

Orders outside of Canada may take additional time to pass through customs, so please understand that we are not responsible for the speed at which your order travels once it leaves our hands.

Orders within Canada are shipped via Chit Chats and have an estimated delivery time of 2-8 business days depending on your location. This does not include the time it takes for us to process your order (2-5 business days), and does not include weekends or holidays. The shipping times listed are “close” but not guaranteed- as a number of factors can slow down an order once it leaves our hands (such as weather, the holiday season, etc). For this reason, we are not responsible for the time in which a package travels once it has been accepted by Chit Chats.

Orders outside of Canada vary vastly, depending on your location. Occasionally packages can be substantially delayed if they are held in customs. Because we cannot control the speed at which processing occurs through your country’s customs officials, please understand that we are not responsible for shipping delays once the order leaves our hands. Though delays are not common, they do happen occasionally.

If your order has not arrived by the estimated delivery time, please feel free to let us know via email. A number of factors can influence mail speeds (weather, holidays, etc), so we may ask that you wait an additional 7 days- just in case your order is caught up at a sort facility. If after 7 days your order has not arrived, we will do everything we can to contact the postal service to locate your order. If the package cannot be located, we will work with you to either reship the package or refund the order.

If your package hasn't shipped yet, simply send us a message so we can update your correct address before we ship out your order.

If your address was not entered correctly at the time of purchase, your package may be marked as “Undeliverable” and will usually be shipped back to us. Once we receive your return order, we will request an edited address to re-ship your order. In the event of a reshipment due to an incorrect address, the buyer is responsible for the additional shipping charges.

If it seems that your order has been lost in the mail, we ask that you allow 7 extra days for your order to arrive, just in case it has been backed up in a sort facility. If after 7 days your tracking does not update/your order does not arrive, we will do everything we can to contact the postal service to locate your order. If the package cannot be located, we will work with you to either reship the package or refund the order.

Some countries require a Duty Fee, Tax, or Customs Charge before an order can be delivered. These charges are somewhat random, and relatively infrequent, but are 100% the buyer’s responsibility- as you are the recipient of the mail. This is not an additional shipping charge, nor are we responsible for covering your taxes and duty fees. Please be aware of the individual taxes, duty fees, and customs charges for your specific country.

Requests to mark orders as “Gift” on our customs forms to avoid the possibility of paying a customs fee or tax will be ignored. Marking purchased goods as “Gifts” is extremely illegal. Please be aware of the individual taxes, duty fees, and customs charges for your specific country.

If for any reason your package arrives damaged, please send us a photo of the package and damaged item within 7 days of its arrival. Your purchase includes insurance, so photos are needed in order to assess the damage and file a claim. Once we assess the damage to your package, we will work with you to exchange, replace, or refund your order.

Due to the nature of our products, we cannot accept returns on personalized or custom orders. These orders cannot be resold, therefore, we ask that you please contact us with any questions before making a purchase.

We don’t goof often, but if we do, we will always take care of the issue for you. If for any reason your order is incorrect, please don’t hesitate to let us know within 7 days so that we can fix your order ASAP.