Shipping policy

ORDER PROCESSING

Orders are typically processed within [X] business days after payment is received. Processing times may be extended during holidays, promotions, product launches, or periods of high order volume.

Business days are Monday through Friday, excluding statutory holidays.

Customers will receive a confirmation email once their order has been shipped.

SHIPPING METHODS

We offer the following shipping options:

  • Free Standard Shipping (Untracked Lettermail)

  • Tracked Shipping

  • Expedited Shipping (where available)

Shipping options, estimated delivery times, and applicable fees will be displayed at checkout.

Delivery estimates are provided by the carrier and are not guaranteed.

FREE STANDARD SHIPPING (UNTRACKED LETTERMAIL)

Our free shipping option is generally sent using Canada Post Lettermail or a similar untracked postal service.

By selecting or accepting Free Standard Shipping, the customer acknowledges and agrees that:

  • The shipment does not include tracking, delivery confirmation, signature confirmation, or insurance.

  • Once the order has been accepted by the postal carrier and shipped to the address provided by the customer, delivery updates are unavailable.

  • Delivery times are estimates only and may vary.

  • Delays caused by the carrier, weather, labour disruptions, customs processing, or other circumstances beyond our control may occur.

Customers who require tracking, delivery confirmation, or insurance should select a tracked shipping option during checkout.

TRACKED SHIPPING

Tracked shipping services include carrier tracking information and may include insurance coverage depending on the selected service.

Customers will receive tracking information once their order has been shipped.

Any claims relating to tracked shipments may require cooperation from the customer, including providing information requested by the carrier.

SHIPPING ADDRESS ACCURACY

Customers are responsible for providing a complete and accurate shipping address.

We are not responsible for delays, failed deliveries, losses, or additional costs resulting from:

  • Incorrect addresses

  • Incomplete addresses

  • Outdated addresses

  • Refused deliveries

  • Failure to collect packages from carrier locations

If a package is returned to us due to an address issue, the customer will be responsible for any applicable reshipping fees.

DELIVERY ESTIMATES

Estimated delivery times are provided for convenience only and are not guaranteed.

Actual delivery times may be affected by:

  • Weather events

  • Carrier delays

  • Peak shipping seasons

  • Customs inspections

  • Labour disruptions

  • Natural disasters

  • Other events beyond our control

We are not responsible for compensation related to carrier delays.

LOST, MISSING, OR DELAYED SHIPMENTS

Untracked Shipments

For shipments sent without tracking:

  • We cannot verify the location or status of the package after it has been mailed.

  • Claims of non-delivery will be reviewed on a case-by-case basis.

  • Replacement or refund requests for untracked shipments are not guaranteed.

  • Customers concerned about potential loss should select a tracked shipping option at checkout.

Tracked Shipments

If tracking indicates that a package has not been delivered within a reasonable period, customers should contact us.

Where applicable, we will work with the carrier to investigate the shipment and determine available remedies.

PACKAGES MARKED AS DELIVERED

If carrier tracking indicates that a package has been delivered:

  • Customers should first verify the shipping address provided during checkout.

  • Customers should check with household members, neighbours, building management, reception staff, or other individuals who may have accepted delivery.

  • Customers should contact the carrier directly regarding delivery inquiries.

We are not responsible for theft, loss, or damage occurring after a package has been marked as delivered by the carrier.

CUSTOMS, DUTIES, AND INTERNATIONAL ORDERS

International customers are responsible for:

  • Import duties

  • Taxes

  • Customs fees

  • Brokerage fees

  • Other charges imposed by local authorities

These charges are not included in product prices or shipping fees unless explicitly stated.

We are not responsible for delays caused by customs processing.

RETURNED PACKAGES

Packages returned to us due to:

  • Incorrect addresses

  • Refused deliveries

  • Failure to collect packages

  • Customs issues

may be reshipped at the customer's expense.

Original shipping fees are non-refundable unless required by applicable law.

DAMAGED SHIPMENTS

Customers must inspect their order upon receipt.

If an item arrives damaged, customers must contact us within 7 days of delivery and provide:

  • Order number

  • Description of the issue

  • Clear photographs of the product and packaging

Approved claims may result in a replacement, store credit, or refund at our discretion and subject to applicable consumer protection laws.

FORCE MAJEURE

We are not liable for delays, failures, or interruptions in shipping caused by events beyond our reasonable control, including but not limited to:

  • Natural disasters

  • Severe weather

  • Labour strikes

  • Postal disruptions

  • Government actions

  • Public health emergencies

  • Transportation interruptions

CONTACT INFORMATION

If you have any questions regarding this Shipping Policy, you can contact us at:

murbily.info@gmail.com