Shipping & Delivery
What are your shipping fees?
We have two categories of default Canada Post shipping:
- Orders over $100.00 (before taxes) receive free shipping
- Orders under $100.00 (before taxes) will be charged $15.00
Purolator shipping costs depend on the size and weight of your package, as well as where you are located in Canada. A quote will be generated when you get to the shipping step of the checkout process.
Although we will do our best to sort out shipping issues, we do not offer shipping refunds.
How are orders shipped?
By default, all packages are shipped via Canada Post Xpresspost, which means you will be given a tracking number and can expect your package within 2-5 business days.
**There is a potential for delays due to COVID-19**
Clients can also choose to pay for Purolator shipping at checkout. Although this option is more expensive, in our experience, it is a more reliable express service.
What happens if my item(s) deformed or melted during shipping?
All of our shipments are stored in a climate-controlled secure storage area, before they leave the building with the shipping carrier. As Canada Post is not offering signature-on-delivery due to the ongoing pandemic, parcels may be safe-dropped at your mailbox or doorstep.
Please be aware that, for parcels containing edibles like chocolates or gummies, prolonged exposure to heat may cause them to melt. While likely less visually appealing, these products will still be effective and safe to consume.
Shelter Market does not take any responsibility for products that have melted during transit, or while waiting for pickup, however; please contact our client care team if this has happened as we may be able to advocate for you with the carrier.
Are you able to guarantee that my order arrives on time?
Unfortunately, this is not something that we’re able to do at this time.
When purchasing shipping, you are doing so through the shipping carrier; Shelter does not charge any additional fees for shipping, and once a package leaves our facility we no longer have any control over it. Any delivery date guarantees come directly from the individual carrier.
We are experiencing ongoing COVID-19 related delays with both of our carriers at this time, typically extending 1-3 days beyond what they are offering as a delivery date.
If you are seeing further shipping delays with your order, please try contacting the carrier directly. Shelter Market does not receive any additional information from the carriers, outside of what is attached to your tracking number.
Canada Post: 1-866-607-6301
Hours: Monday - Friday, 6AM - 10PM CST / Saturday & Sunday, 8AM - 8PM CST
If you have your tracking number, click here to track your shipment with Canada Post.
You can also click here submit a Service Ticket with Canada Post - scroll down to Submit a Service Ticket (where it asks if you are the sender or receiver) to begin completing a digital service ticket. If you do this, reach out to our Client Care Team via firstname.lastname@example.org as well - we are also able to submit a ticket as the sender, which may expedite Canada Post’s investigation and result in sooner delivery of your order.
Hours: 8AM-8PM local time, Canada-wide
If you have your tracking number, click here to track your shipment with Purolator.
You can also visit Purolator’s Contact Us page to speak with an agent, or click here to directly open a portal to their online chat service.
If you find your results with the carrier are unsatisfactory, please reach out and we will see if there is anything we can do on our side to advocate for you.
What are the cut-off times for same-day shipments?
We are generally able to ship same-day orders, provided that they are placed prior to the shipping cut-off times:
Purolator orders must be received prior to 12PM CST.
Canada Post orders must be received prior to 11AM CST.
Please note that, during sales or other high-volume events, we may not be able to ship all orders same-day.
How will my order be packaged?
Your order will be carefully and discreetly packaged, and vacuum-sealed to protect and maintain your privacy.
How do you verify delivery?
Due to the sensitive nature of our products we require a signature on all of our out-going packages to ensure they don't fall into the hands of a minor.
If you are not home, Canada Post will leave you a Door Hanger notice and route your package to the nearest Post Office where you can pick it up. They will also need to see your government-issued photo ID.
**Due to Covid-19, Canada Post is not currently enforcing signature confirmations**