Shipping Policy

***Canada Post Strike***

We usually ship in 3-5 business days and require a physical address for all US orders, we are unable to work with PO Boxes - Order originating in Canada with PO Boxes are ok to use. Orders are picked up/ dropped off with UPS/Canada Post Monday through Friday and most orders arrive within 7-10 days. However, we cannot guarantee shipping times nor do we provide updates beyond the tracking details, updated tracking details are not always available. We encourage you to use your tracking details as once the package is with the Carrier, we cannot assist beyond tracking.

We offer local pick-up from St Catharine's Ontario. For local pick up, simply select pick-up during check out, we'll email you when your order is ready. Please note, that processing times are the same for pick-up, your order will be ready in 3-5 business days and we will provide the address when we let you know your order is ready. PLEASE DO NOT COME TO THE WAREHOUSE IF YOU HAVE NOT BEEN EMAILED, SHIPPING WILL NOT BE ABLE TO ASSIST. 

We offer shipping throughout the continental United States and Canada only through the shop. For international queries please send us a MESSAGE, we may have a distributor closer to you.

Once your order is in the hands of the carrier we require you to contact the carrier directly if there is an issue or delay with the delivery of your order. If your order is delivered to the wrong address, arrives damaged, or arrives with missing items, you must contact the carrier as soon as possible to dispute the delivery and or advise of any damage. You have 10 days from the date of delivery to dispute the contents of your order, orders will not be revisited after 10 days.

Please ensure the email attached to your customer profile and each order with us is accurate as we use that email to send shipping notifications and tracking information, double check your spam mail if you don't see your order and tracking notifications. Please be advised that tracking is not always updated immediately by Carriers when orders are received, it can take 1-3 business days for an order to be checked in by the Carrier as they process dozens of orders a day for us. If your order is returned to us, there is a $25 reship fee that we add to your order, you will not qualify for free shipping twice. 

You can monitor the status of your orders through your MY ACCOUNT self-care services, simply sign in in the shop, you can find all of your invoices under orders through the dashboard. You should always carefully review your shipping details and advise us immediately if any details are incorrect. You can also update your billing and shipping details under the same dashboard. Once your order is received, you have 10 days (from the date of delivery) to report any issues with your order or if there are any missing items. We will not revisit orders older than 10 days for the purposes of disputes for any reason.

If your order has not been received 40 days from the date of order and is deemed to be lost by the carrier, it is then eligible for refund or replacement, nor prior. Please email Customer Service with your UITCW order #