Shipping Policies

ORDER PROCESSING

Orders are usually processed within 5-7 business days from the time the order is placed. The order ship date does not count as a day in transit. Also, a common misconception is that choosing Canada Post Xpresspost means your package will ship in two business days. Please note: Canada Post transit times are not a reflection of our production time. 

Due to the high volume of orders especially during the fall/ holiday/winter season, you may experience extended processing times up to 7-10 business days. 

If your order qualifies for free shipping, it will be sent via Xpresspost. 

Orders that contain a different shipping address from the billing address may be subject to review, in which case the customer will be contacted. This can delay shipping time.

SHIPPING RATES

Canada Post Shipping Rates are based on your shipping address and the weight of your order. Depending on the weight of your order, your package will be sent via Regular Parcel or Xpresspost.   

FREE SHIPPING

With a minimum purchase of $100 or more at TheEmpathyCrate.com, shipping is no cost to you within Canada and your order is shipped via Canada Post. 

DAMAGED  PACKAGE

We are careful to package your purchase in bubble wrap and packing peanuts but sometimes the transit is rough. It happens. Since our Xpresspost packages are sent via Canada Post, they are insured. We will file a claim with Canada Post to get reimbursed for the shipping and damages. While we are not responsible for Canada Post handling of packages, we will work with you remedy the situation and replace your damaged items. Photos showing the extent of the damage will help us. Please email proof of damage to hey@theempathycrate.com with your order number.

 LOST OR STOLEN PACKAGES 

Please be aware that we are not responsible for packages that have been marked as delivered but its appears the package may have actually been stolen. 

There are a few emails that are sent to make sure you're aware your package is on the way including Out for Delivery and Ordered Delivered. Please contact us within 24 - 48 hours if you receive confirmation that your order is delivered but do not receive package.

If we decide to resend your lost or stolen package, you are required to cover the shipping costs associated with re-sending the package. 

There are also instances where Canada Post is holding the package for pickup but incorrectly marks and does not leave a notice. Check with your local Post Office to see if they are actually holding your package for pickup.

WRONG ADDRESS

If you've provided the wrong ship to address, it's possible that you can submit a request to intercept a package via Canada Post.

We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer. Please email us immediately once you discover the wrong address has been provided. We can edit your shipping address before your package is ready to ship but it can be difficult to intercept a package that is already in transit. 

You are responsible for the shipping costs associated with re-sending the package if it's marked by Canada Post as not deliverable / return to sender. 

 HOLIDAY CUT-OFF 

We will be taking orders until December 8th for holiday orders as the shipping deadline is December 11th. If you order after December 8th, we suggest selecting Xpresspost as your shipping method to ensure your package will arrive in time for holiday presents.