Shipping Policy
Processing Time Orders are processed within 1-3 business days. Custom orders may require additional processing time, which will be communicated at checkout or via email.
Shipping Methods We offer the following shipping options:
- Canada Post.
- Purolator
- UPS
- FedEx
Shipping costs are calculated at checkout based on the delivery address and selected shipping method.
Delivery Time Estimated delivery times depend on the shipping method chosen at checkout:
- Canada Post: 1-7 business days for standard shipping and 1-3 business days for expedited shipping within major cities.
- Purolator: 1-3 business days for expedited shipping within major cities.
- UPS and FedEx: 1-2 business days for expedited shipping within major cities.
Customs and Duties For international orders, customs fees, import duties, or taxes may apply. These charges are the responsibility of the recipient and vary by country. Please check your local customs office for more information.
Additional Factors to Consider:
- Remote Areas: Shipping to remote areas in Canada may take longer and cost more.
- Peak Seasons: During peak shipping seasons (e.g., holiday season), delivery times may be longer.
Refund and Returns Policy
Eligibility for Refunds and Returns We accept returns or exchanges within 30 days of delivery, provided the item is unused, unwashed, and in its original packaging. Custom-designed or personalized items are non-refundable unless defective or damaged.
Non-Refundable Items
- Custom orders
- Final-sale items
How to Initiate a Return To initiate a return, please contact us at [email address] with your order number, a brief description of the reason for return, and supporting photos (if applicable). Our team will provide you with return instructions and a return shipping label if necessary.
Refund Process Refunds will be issued to the original payment method within 7-10 business days after we receive and inspect the returned item. You will receive an email notification once your refund has been processed.
Exchanges If you wish to exchange an item, please follow the return process above and indicate your desired replacement item. Exchanges are subject to stock availability.
Return Shipping Costs The cost of return shipping is the responsibility of the customer unless the item was defective, damaged, or incorrect upon receipt.
Returning expensive items You may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Need help?
Contact Us
If you have any questions or concerns about your order, feel free to contact us at: https://www.ototoi.ca/contact/