Shipping policy

Lost or Stolen Packages

We are committed to delivering your order safely.

If a package is lost in transit, we will help facilitate a resolution with the courier. We recommend notifying the courier as soon as possible. These are managed on a case-by-case basis.

Once the carrier (Canada Post, UPS, Purolator, etc.) confirms delivery to the address provided (often with a delivery scan, photo, or GPS coordinate), the responsibility for the package shifts to you, the buyer.

If your tracking information shows 'Delivered' but you have not received your item:

Please check with neighbours and around all entrances of your home.
Wait 48 hours as carriers may occasionally mark packages as delivered prematurely.
Contact the carrier directly to open a missing mail search or claim using your tracking number. You can find links to major carrier claims sites in our Shipping Policy FAQs.

After you have completed these steps, please contact us with your case information. We may be able to assist by filing a claim with our shipping insurer or the carrier on your behalf.