What should I do if I haven't received my package?

Last updated: 31/07/2019

Please check the estimated delivery times for your province and shipping method to get an idea of when your package should arrive. We also recommend checking your order tracking number for more details as your parcel may have been delivered to a local UPS Access Point or other important notes regarding your delivery. If you did not receive the email with your tracking information, use our Order Tracker for updates.

If you are still unable to locate your package, follow the steps below based on the current status showing on the Order Tracker page:

Delivery Status Solution
Cancelled Your order may have been cancelled for various reasons.
Order Received One or more item(s) ordered are out of stock. Our system will wait for up to 36 hours in case stock becomes available before officially cancelling that portion of your order.
Order Shipped – tracking number indicates ‘Out for Delivery’ or ‘In Progress’ Your order has left our warehouse and is now in the hands of the carrier.
Order Shipped – the tracking number indicates ‘Delivered’ but I have not received the package. Please wait for 24 hours after the ‘Delivered’ status before contacting us for assistance. Most ‘lost’ parcels are found or the delivery completed within this time frame, and we are unable to begin a Lost Package trace before this time. A proof of delivery may be requested.
Package received but it is incomplete. It’s possible that your products are being shipped in separate packages. This will be indicated on the Order Tracker page or in the first shipment confirmation email you receive.
Package received but part or all of the items are incorrect. Please return your items using “Wrong Item Sent” as the reason code for incorrect items.

If you still require assistance or would like clarification on any of the above information, please do not hesitate to contact us.

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