FAQ - Order Processing and Shipping
This section provides detailed answers to many questions that our clients had regarding order processing, handling, shipping, tracking and receiving.
How long will it take to process my order?
We begin processing your order as soon as it is received.
We are very efficient in processing, and we can assure you that there will be no delays on our side even considering the COVID-19 situation.
So far, we did not see any delays on the side of our shippers as well.
But due to the current situation, orders may take longer than usual on the side of the shipping companies.
What is the shipping time to my location?
Shipping times vary based on the shipping method you select at Checkout.
- Local delivery (Montreal area): up to two business days, typically same day / next calendar day.
- Canada: up to 2 weeks, typically four business days.
- USA: up to 2 weeks, typically five business days.
- Some locations, like Alaska, Hawaii, Nunavut etc., require additional transit time.
While there is no delay in processing your orders, due to COVID-19, shipping times may be delayed.
What are your shipping options?
For your convenience, we offer different shipping options:
- FREE Standard shipping on orders of any two items or $52+USD total before taxes. This method usually takes 4-14 business days.
- FREE Local delivery in the Montreal region.
- Other available options:
- Expedited Parcel;
- Expedited Parcel USA;
- International Parcel Air;
- International Parcel Surface;
- Small Packet International Air;
- Small Packet International Surface;
- Small Packet USA Air;
- Tracked Packet International;
- Tracked Packet USA;
- Xpresspost International;
- Xpresspost USA.
When exactly my orders are shipped?
Orders received by 12:30 pm EST, Monday through Friday, are shipped on the same business day.
Orders received after 12:30 pm EST, Monday through Friday, may be shipped next business days.
Please note: Business days do not include Saturday, Sunday, or any Canadian Nationally Holidays.
Do you offer Saturday delivery?
We do not offer Saturday as a specific shipping option, but you may receive our deliveries on Saturday.
Do you ship to P.O. boxes?
Yes we do.
Do you ship internationally?
Currently, we ship to 239 countries, and we maintain highly competitive shipping rates.
You can estimate shipping cost from the cart page or at the checkout.
How can I track my order?
If your order has a tracking number, we will send you an email with all the necessary info to track your order.
Is a signature required for delivery?
Our shipments do not explicitly require a signature, but the last-mile carrier may require it upon delivery.
Who is eligible, and how do I get FREE shipping?
We offer FREE Standard shipping on orders of any two items or $52+USD total before taxes.
This method usually takes 4-14 business days.
My order did not arrive when it was supposed to. What do I do?
Please note that the current COVID-19 situation or unforeseen weather can cause unexpected delivery delays.
In addition, during holidays, estimated delivery times might be longer than usual.
If you received our shipping confirmation, but your delivery did not arrive when expected, please contact the carrier.
How do you handle lost or stolen packages?
If the shipping has a "lost" or "stolen" resolution from the carrier, please contact us providing how you would like to proceed: re-ship your order or get a refund.
If I am not home when your item arrives?
Depending on the chosen delivery option, the item may be:
- delivered to the mailbox or left at the door;
- awaiting for the pick-up at the post office;
- the carrier scheduled a new delivery attempt;
- the carrier is waiting for a new delivery arrangement;
Please contact your carrier directly to make delivery arrangements.
Can you deliver to a different address than my billing address?
Yes! You can have your parcel delivered to another address.
If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field and the contact name to ensure your parcel is successfully delivered.
Can I modify the address on my order after it has been placed?
If you have not received our shipping notification, please contact us ASAP, and we will make the necessary address corrections.
If you did receive our shipping notification, please, use your tracking number on the carrier's website to make the necessary corrections to the shipping address.
In some instances, we may change an incorrect or incomplete address after the order has been shipped.
If the order is eligible, any carrier's fees associated with the address correction will be the customer's responsibility.
Please note, if you have chosen a "free shipping" option, it may not be possible to make changes to your order.
But to serve you best to see if we may have a chance to modify your order, please call us as quickly as possible at 1.877.9SPLASH.
Can I change the shipping method after I placed the order?
You cannot change your shipping method once you have submitted your order.
We process orders extremely quickly, so it may not be humanly possible to change the shipping method.
Thus said, please call us at 1.877.9SPLASH to see if this is still possible.
It's been 48 business hours, and my order hasn't shipped.
There are a couple of reasons why this may happen:
- If you place an order during a different Canada's National holiday when specified carrier's units are closed.
- Your order has been shipped, but you did not receive the confirmation email from us for some reasons. This may happen because your email was misspelt or entered incorrectly. Please, also check your junk folder.
- Please send us an email at email@example.com, and we will look into it for you.
My package was "Returned to Sender" by the courier. What should I do?
Please check your email to see if we have contacted you regarding this.
If not, please contact us at firstname.lastname@example.org.
Can I ship to multiple addresses?
At this time, we cannot ship to multiple addresses in one order.
Please place a separate order for each location.
If you need our help, please call our Customer Service at 1.877.9SPLASH