Avoiding Delays With Your Shipment

We ship hundreds of orders every month to addresses all over the world. Shipping to most locations in North America only takes a few business days and our customers are often surprised with the efficiency and timeliness in which they receive their orders. However, if an error is made on your shipping label the result is lengthy delays and, often, the order is returned to us.

We enter all address information as it appears on the original order form submitted by our customers. It is ultimately the customer's responsibility to ensure that the address they have given us is complete and correct. If an order is returned to us due to incorrect address information, the customer will be responsible for any additional charges that incur including original shipping cost, returned shipment fee and the cost of re-sending the order a second time. To avoid unnecessary delays and additional charges with your shipment, here are a few quick guidelines to keep in mind when placing your order -

• Always take time to carefully review your order information and notify our Customer Service department immediately if you notice any errors. Missing apartment/suite numbers and incorrect postal codes are the most common errors.Our Customer Service can be reached by phone or email; as long as your order hasn't already been shipped from our warehouse, we can adjust your address information accordingly. Unfortunately, once a shipment has been picked up by Canada Post or FedEx and is en route we are unable to make any changes.

• If your billing and shipping addresses are different, make sure you have correctly selected the right address for shipping. We have had several customers accidentally enter their billing address in the "shipping address" portion of the order form. Make sure that the address showing on the left-hand side of your order form is indeed the address you want your order shipped to.

• Be sure to include your apartment number. Never assume that your concierge or building manager will be able to accept the package for you or that the delivery person already knows your apartment number. Orders that are shipped to an apartment or condo complex without an apartment number on the label are always deemed "undeliverable" and are returned to our office. 

• If your order is being shipped to a business located in an office tower, shopping complex, etc you must include the suite or unit number. Including your company's name is also strongly recommended. As explained above, not including your company's suite number usually results in the order being returned to sender.

• Track your order online. All of our orders are insured and trackable. You can track your order's delivery status to find out when to expect it. If you have any concerns about your shipment or notice any unusual updates, we recommend calling our Customer Service department or Canada Post/FedEx as soon as possible for clarification. 

Please don't hesitate to contact our Customer Service department toll-free at 1-888-833-4247 if you have any questions or concerns about your order with us. We always try our very best to resolve shipping issues as quickly as possible to ensure a smooth delivery for our customers.