Is your package lost?
Then follow these steps and lets figure this out together.
Start by tracking your package with Canada Post. Track your package here.
If it’s been stopped somewhere for more than 4 days or says it’s been delivered, fill out the form below and we’ll file a trace for the package. Once a trace is filed, Canada Post will conduct an investigation (which can take some time to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable” and you purchased shipping insurance with us, we will send you a 1x replacement package, free of charge.
We will not resend a package if it is your error. (Example you give us the wrong address.)
We do not offer postage refunds if your order arrives late due to any postal issues.
Fill out the form below and we will start an investigation into your missing package at Canada Post. It can take up to 21 days until they will start an investigation, so let us know if you get the package in the meantime and we’ll cancel the investigation.
If it has been deemed lost.
Canada Post sends us a letter to say it’s lost and we’ll send you a copy of the letter.
We’ll replace the full amount of the package in in-store credit or reship the order if items are still in stock.