DELIVERY TO CANADA

• Monday to Friday: Orders placed before 12:30 pm will ship the same day. The exception to this rule is coffee. We custom roast our coffee to order and require additional time to ship (approximately 2 business days).
• Alberta and British Colombia: 1−3 business days.
• Other Provinces/Territories: 4 − 9+ days.
• Please note: Transit times reflect delivery to major centres. Delivery to rural/small towns may require additional transit time. We are unable to redirect deliveries once they have left our warehouse.

DELIVERY TO THE UNITED STATES

The de minimis exemption for shipments to the United States expired on August 29, 2025, meaning all imports require formal customs entry. This sudden change, formalized by a U.S. presidential executive order signed by Donald Trump, has impacted millions of shipments daily. Due to exceptionally high volumes at U.S. Customs, shipments leaving Canada for delivery in the United States are taking longer to clear. We are still fulfilling and shipping orders daily on our regular schedule; the delay occurs after hand-off to UPS during Customs processing.

Who is Affected?

• Destination: United States
• Services: Any service from Canada → U.S.

What You Might See on Tracking

During a backlog, it’s normal to see one or more of the following for longer than usual:

• “Pending Release from Government Agency”
• "Import Scan"
• "Held in Customs"

No action is required unless UPS or our team contacts you. Your package(s) remain(s) safe in carrier custody and will continue moving automatically once cleared.

Expected Impact

• Transit may extend by several business days beyond the original estimate. (Estimates shown at checkout do not include unexpected Customs backlogs.)
• Shipping upgrades speed the carrier network but DO NOT bypass Customs.Even express services can be affected by a Customs surge.

What We're Doing

• On-time fulfillment: We are processing and dispatching orders on our normal schedule.
• Proactive documentation: We transmit complete electronic Customs data to support faster screening.

What You Can Do

• Track your package: Use your UPS tracking number on ups.com → Tracking.
• Respond promptly if UPS contacts you (rare) for additional information for clearance.
• Need help? If your tracking hasn’t updated for several business days after the first “Import Scan,” contact us with your order number + tracking ID and we’ll review with UPS.

Returns & Guarantees

Unless your package is deemed lost or returned to us for an any reason, we will be happy to replace or refund your order.

FAQ

Are my items safe while “in Customs”?

Yes. They remain in carrier custody in a secure facility until clearance completes.

Will paying for faster shipping avoid delays?

Expedited services help on the transport side, but Customs is a separate step shared by all carriers and service levels.

My tracking hasn’t moved. When should I contact you?

During the current Customs backlog, it can be normal to see little or no movement for 1–2+ weeks after the first Import Scan / Clearance in Progress update. We know that’s frustrating - thank you for your patience while UPS and U.S. Customs work through the queue.

Important: U.S. Customs clearance is performed by government authorities. Neither UPS or we can expedite an individual package through Customs. We’ve already attempted escalation on select shipments and were advised that no manual acceleration is possible during a backlog

DELIVERY TO EXEMPT LOCATIONS

Our website will reflect shipping charges for delivery within the 10 Canadian provinces & the 48 contiguous United States. Shipping locations that do not fall within these guidelines are subject to additional shipping fees, depending on the location. If an order is submitted for delivery outside our standard shipping locations, we will place the order on hold and contact the buyer with additional shipping options, which will delay order processing.

PO BOX & RURAL ROUTE ADDRESSES

Our preferred carrier is UPS, and they are not able to deliver to PO Box and Rural addresses. If it is impossible to provide a street address, we may be able to ship via post; however, it will delay delivery time and additional shipping fees may be required, depending on the location. Please be sure to include a street address to avoid delays and additional shipping fees.

SHIPPING & DELIVERY - HOLIDAY DEADLINES

For Christmas delivery, please order no later than:

CANADA

• PE, NS, NB, NL – December 11
• SK, MB, ON, QC – December 12
• AB, BC – December 15

UNITED STATES

• West Coast – December 12
• Central US – December 11
• East Coast – December 8

ADDITIONAL SHIPPING & DELIVERY INFORMATION

• Large Orders - Multiple items delivered to a single location may be boxed together.
• Holiday Season – To avoid disappointment during our extremely busy months of November & December, please order as early as possible.
• Special Instructions - Please note that special instructions may delay your order. If we have questions regarding your instructions, we will contact you at the email provided at checkout.
• Hospitals & Hotels - Deliveries to hospitals and hotels are not recommended. If you choose to have your order shipped to a hospital or hotel, please provide the recipient’s full name, room number and whether the recipient is a patient, guest, employee, etc. We are not responsible for abandoned or unclaimed packages to these locations and an additional shipping fee will be applied if we are able to redirect the package. We strongly recommend delivery to a residential address as opposed to a hospital or hotel to avoid potential delays.
• Apartments & Townhouses - Please be aware that the recipient may be called if the gift is being delivered to an apartment or townhouse without concierge services. The order may be delayed until we can confirm someone is available to accept the delivery. Please ensure to include information such as buzzer number, apartment number and any other critical information the courier may require.

UNDELIVERABLE PACKAGES

From time to time, we attempt delivery and the package is undeliverable. This can occur if the item is refused at the time of delivery, an incorrect address was provided, the order was missing information, the recipient moved, it was deemed not safe to be left, and so on.

If an order is undeliverable, it is returned to our head office and the sender will be notified at the phone number and/or email address provided when the order was placed.

• For delivery to be attempted a second time, a second delivery fee will be applied, since a second delivery will be made.
• If the sender does not wish to reattempt delivery, the base cost of the order less the 15% handling and restocking fee will be refunded to the purchaser. Please note the original delivery charge will not be refunded since the original delivery attempt was made.

If we are unable to make arrangements for redelivery within 30 days of the return, the package will be considered abandoned.