TRACK YOUR ORDERS
Order Tracking & Delivery Information
Track Your Order and Understand Each Shipping Stage
Use your tracking number to view the latest available carrier updates. You may also sign in to your account to review order status, shipment details, and any tracking references assigned to your order.
Tracking Updates
After Shipment Confirmation
Tracking systems may need time to receive the first carrier scan. A brief delay between shipment confirmation and the first visible update is normal.
If Tracking Still Shows “Processing”
Allow up to 72 hours after shipment confirmation for carrier information to refresh. If no movement appears after that time, contact us through the official support form.
Tracking is supplied by the carrier and may not update continuously. A pause does not necessarily mean that the parcel has stopped moving.
Order Status & Multiple Shipments
Separate Parcels
Orders containing multiple products may be fulfilled from different locations and shipped in separate parcels. Each parcel may have its own carrier, tracking number, and delivery date.
Separate Notifications
You may receive more than one shipment email. Review every tracking number associated with your order before reporting an item as missing.
Processing Time
Standard Orders
Most standard orders require approximately 3–7 business days for payment review, quality checks, order preparation, and packaging before shipment.
Special Orders
Pre-orders, made-to-order products, custom items, wholesale or bulk orders, oversized products, and items shipped from international partners may require additional processing time. Product-specific timing takes priority when stated on the product page.
Business days are Monday through Friday and exclude weekends, statutory holidays, carrier closures, peak periods, and holidays observed by the applicable fulfilment location.
Estimated Shipping Times
| Service | Estimated Transit Time | Tracking | Important Notes |
|---|---|---|---|
| Economy | Approximately 7–18 business days after processing | Available for most services | Tracking scans may pause during consolidated or international transit. |
| Standard | Approximately 5–12 business days after processing | Available | Suitable for many regular small and medium parcels. |
| Express | Approximately 3–5 business days after processing | Available | Express Shipping must be requested within 90 minutes of placing the order and is subject to availability, approval, and payment of any additional charge. |
Delivery dates are estimates, not guaranteed appointments. Carrier operations, customs review, weather, regional disruptions, final-mile conditions, and destination accessibility may affect transit time.
Remote & Extended-Delivery Areas
Some destinations require additional transit time because of limited carrier service, long-distance transfer, ferry or island routing, rural delivery schedules, or regional handoff requirements.
Remote and territorial regions
Islands and offshore communities
Rural and low-frequency routes
Mountain and seasonal-access areas
Military or restricted addresses
Destinations requiring local handoff
Regional Service Disruptions
Deliveries may take longer when a destination or transit route is affected by conflict, border restrictions, customs congestion, carrier suspension, public-health measures, political disruption, or infrastructure damage.
Service conditions can change quickly. For the most current information, review the carrier’s service alerts, your national postal service notices, and any applicable updates published on our website.
Why Tracking May Pause
- International transfer between carriers or postal networks
- Customs review or import-document verification
- Ground transport or consolidated cargo movement
- Weekend, holiday, or peak-season backlogs
- Weather events or natural disasters
- Postal or carrier labour disruption
- Road, bridge, airport, or infrastructure closures
- Final-mile transfer to a regional delivery provider
Tracking normally resumes when the parcel reaches the next scan point or delivery partner.
Customs, Duties & Import Requirements
Some shipments are sent with duties and taxes prepaid, while others are sent with import charges payable by the recipient. The applicable arrangement depends on the destination, product, order value, carrier, and service selected.
When Charges Are Prepaid
Where eligible, VAT, GST, duties, or related import charges may be collected at checkout or prepaid through the shipping service. This will be reflected in the applicable order or checkout information.
When Charges Are Payable on Arrival
Local customs, postal operators, or couriers may assess duties, taxes, brokerage, advancement, storage, or handling fees. These charges are payable by the recipient.
Destination Identification Requirements
Certain countries require a local identification or tax number before customs clearance. Examples may include:
Brazil: CPF or CNPJ
Türkiye: National or tax identification
India: PAN, KYC, or other accepted identification
Chile: Local tax identification
Argentina: Local tax identification
Colombia: Local tax identification
Customs authorities make the final assessment. Requirements and thresholds may change without notice, and additional documentation or fees may still be requested even when taxes were expected to be prepaid.
Refused, Unclaimed & Unpaid-Duty Parcels
A parcel may be returned, placed in bonded or carrier storage, abandoned, or destroyed when required import charges are not paid, required documents are not supplied, delivery is refused, or the parcel is not collected within the carrier’s holding period.
Where a return is possible, original shipping, return transportation, brokerage, storage, handling, disposal, customs, and other non-recoverable costs may be deducted from any eligible refund. Non-returnable products remain subject to the applicable Returns & Exchanges Framework.
Weather, Strikes & Unforeseen Events
- Postal or carrier strikes
- Severe storms, floods, hurricanes, or typhoons
- Earthquakes, wildfire, or volcanic activity
- Airport, port, or border congestion
- Power or communication failures
- Road, bridge, or infrastructure closures
- National emergencies or regional conflict
- Seasonal or promotional volume surges
These events are outside our control, but we will help you review available tracking and carrier information when additional support is needed.
Customer Support
Support Hours
Mondays and Fridays:
10:00 a.m.–3:00 p.m. Pacific Time
Tuesdays through Thursdays:
10:00 a.m.–2:00 p.m. Pacific Time
Closed:
Weekends and observed British Columbia statutory holidays
Response Standard
Many inquiries are answered sooner, but please allow up to 72 hours during periods of high contact volume.
Send one complete message per issue. Duplicate submissions can separate the conversation, slow review, or be filtered as repeated messages.
Do not reply to automated order or shipping notifications. Those mailboxes are not monitored for customer-service requests. Use our contact form or website live chat for direct support.
If Your Order Is Past the Estimated Delivery Window
1
Review All Tracking Numbers
Confirm whether the order was divided into separate parcels and check each tracking reference.
2
Check Customs and Carrier Status
Review the latest scan, customs status, attempted-delivery notice, and local carrier instructions.
3
Allow for Short Operational Delays
Allow several additional business days during peak periods, customs review, severe weather, or regional service disruption.
4
Contact Us Through One Support Channel
Provide your order number, tracking number, delivery address, latest carrier update, and a clear description of the issue.
Need Help With a Shipment?
Send one complete request with your order number, tracking information, and the specific issue. This helps us review your shipment efficiently and provide a more accurate response.