June 4th, 2020
I wanted to send you an official update in light of the COVID-19 pandemic. We, just like you, are seeing the impacts of this virus change from hour to hour.
Our office staff are set up to work from home. We expect to be available still by all means of communication, however if you're having any issue getting through by phone, I kindly ask you to email us instead at email@example.com.
Please note that our shipping team continues to fulfill all orders in a timely manner. Right now, our pick and pack times are 2-4 business days. See below for courier delays.
Thankfully our staff and families are all still healthy and we hope that is the same for our larger community.
I'll send out further updates when they become available. Stay well!
Co-Founder and CEO
Please note that all courier and postal services are experiencing processing and delivery delays, due to increased volume and physical distancing measures in their warehouses. That means that the estimated transit time that you see displayed on the tracking page might not be accurate.
We sincerely apologize for the inconvenience, and we hope that your package won't experience any significant delivery delays. If you wish to inquire about your package, please feel free to call the courier's customer service phone number. Unfortunately, we have no access to additional information once your package leaves here.
Also note that if your package shows as delivered, it might be an additional 2 days before the package actually shows up on your doorstep. If you still don't have it on the 3rd day, please get in touch with us.
Thank you for your patience and understanding!
*All prices on the website include FREE standard shipping to anywhere in Canada on orders over $79 CAD.
Below are our shipping rates for Canada.
|ORDER SIZE||SHIPPING COST|
|$0 - $79||$9.95|
During the winter months, you may notice that only expedited or express shipping rates are available to your area. This is so we can ship your items to you without them arriving frozen!
To avoid shipping costs, check our store locator to find a retailer in your area.
Orders are shipped with UPS and FedEx Ground. If you need your order within a few days, Express shipping rates are available as well at the checkout. If you live in an area where UPS and FedEx don’t deliver, your order may be shipped with Canada Post.
PO Boxes: We can ship to PO boxes, however, please only select standard shipping at check-out as carriers will not express ship to them.
It will take 2-4 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding holidays. We cannot guarantee Saturday delivery, even if your shipping is upgraded to express. We CANNOT guarantee your order will ship the same day. Please allow up to 4 business days for orders to process (for example, if you order on Monday, your order should ship out by Thursday or Friday). You will receive a confirmation e-mail with the tracking link once your order ships. Please allow up to 48 hours to receive this shipping confirmation e-mail. Express shipping options and any other third-party fees are non-refundable. We cannot be held accountable for any delays caused by the carrier.
You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
|COURIER||PHONE||GET HUMAN INSTRUCTIONS|
|UPS||1-800-742-5877||Press 0 at each prompt, ignoring messages|
|Canada Post||1-800-267-1177||Press 0 twice|
|FedEx||1-800-463-3339||Press 0 at each prompt, ignoring messages|
Your shipping information should have been emailed to you the day your order shipped. Please note it takes a while for the tracking information to be available on the shipper’s website. If the tracking number doesn’t come up, then please check again later. If you didn’t get an email with the tracking number, please email us at firstname.lastname@example.org.
UPS, FedEx, and Canada Post generally deliver Monday-Friday by end of day.
All shipments will deliver without signature required. It is up to the delivery courier to decide if the package is safe being left in the open at the door, on the porch, at the manager’s office, with the neighbor, etc. If the carrier feels the place of delivery is unsafe or not suitable to leave a package they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know you or someone else will be available to accept the package (a work address or a friend's address). If a package gets returned to us, there may be an additional delivery fee to have it redelivered.
Please allow additional shipping days if your package is traveling to or through a region under bad weather conditions or affected by natural disasters.
In the event that a package is lost, the carrier will try to recover the package. If the package is indeed lost by the carrier, we will send out a replacement order to you immediately. If the lost package is in result of the wrong address inputted on the order, we will determine each case the best we can, and there may be additional fees depending on the circumstances.
Please inform us immediately if you need to change the delivery address after your order is placed. We may be able to reroute the package. Additional fees may be applicable.
Please rest assured that all your products are carefully inspected and properly package before they are sent. In rare cases a package can be damaged in transit. Please take pictures of the damage and keep the original shipping material. You can send your pictures and an email with the details to email@example.com and we will make it right. We’ll ship out replacement products if needed and we will start a claim with the carrier. Make sure to keep the original packaging material as the carrier might want to inspect it.
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at firstname.lastname@example.org as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
If you wish to change your order after it has been placed, please call us immediately at 1-888-523-2360. Most orders are shipped within 48 hours of ordering. If you need to make any changes, we can only accommodate those requests if your order hasn’t been packaged yet.
We are unable to accept returns or exchanges. If you are unfamiliar with our paint colors, we recommend that you order a color card before ordering paint colors, because our paint colors may not match the colors that your monitor displays. The color card comes with a credit towards your next order.
If your product arrives damaged or you are dissatisfied with a product, please contact us at email@example.com to arrange a replacement or refund of your item. Please include pictures of any damaged products. You must inform us of any missing or damaged items within 72 hours of receiving your order.
If an order is incorrectly shipped due to an error on your part in entering the address, we will contact the shipper to reroute your package to the correct address. Any address change fees charged to us by our shipping provider will be passed on to you. If an order cannot be delivered and is returned to us you will be required to repay for the shipping cost as quoted by our shipping provider before your order is shipped out again.