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. Orders are picked up by UPS/Canada Post Monday through Friday. Most orders arrive within 7-10 days. However, we cannot guarantee shipping times nor do we provide updates beyond the tracking details. We encourage you to use your tracking details as once the package is with the Carrier, we cannot assist beyond tracking.
For local pick up – from St Catharines Ontario – please contact Customer Service, notes on orders are not sufficient to arrange pick up. Customer Service will arrange a time with Shipping and refund any applicable shipping charges on your order. Please note, processing times are the same for pick up.
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. You have 10 days from the date of delivery to dispute the contents of your order.
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.
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 30 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 send us a MESSAGE with your UITCW order #.
We do not refund shipping charges on canceled orders that have already been sent to Shipping for processing after 12 hours. You have 12 hours from the time you place your order to cancel your order, beyond that we cannot guarantee a full refund. We are not able to edit orders or combine them as shipping is calculated by weight in our shop, we can cancel your order if it has not shipped and you can place a single more inclusive order.