If your order shows that it was delivered but you did not receive it, please check with your neighbors, your mailbox, with any reception/front desk, and your local post office (if delivered by Canada Post).
If you have looked in all of these places and still have not located the package, please contact us.
All orders are shipped with full insurance coverage for loss or damage. We'll reach out to the shipping carrier and open a missing package claim.
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 or provide a refund. The missing package claim must be approved by the shipping carrier before any orders are resent or refunded. No exceptions.