Sometimes delays can occur during shipping due to weather, carrier issues, or high order volumes—especially during holidays or severe weather events.
If your order is being shipped across the country, there might be a couple days between scans. For example, a package going from BC to Ontario, will be scanned when it leaves BC and the next scan will be a couple days later, when it arrives at a sort facility in Ontario.
Missing Packages
If your package has not been scanned in 10 business days, we can open a missing package claim with the shipping carrier.
Once the missing package claim has been opened, the shipping carrier (ie. Canada Post, Purolator, FedEx) will attempt to locate the package and will contact you by email to verify your address and confirm that you have not received the package. This process can take up to 7-10 business days to complete.
In order for the shipping claim to be approved, the shipping carrier must receive confirmation directly from you that you haven't received your package. Please keep an eye out for the email and check your spam/junk folder just in case it get filtered out by mistake.
Once the shipping carrier has completed their investigation and approves the claim, we will contact you and ask if you would like us to re-ship your order. The missing package claim must be approved by the shipping carrier before any orders are resent or refunded. No exceptions.
If you need to contact us about your package, click here.