Shipping & Returns
Shipping Process + Peak Delays
Orders may take approximately 3-14 business days, depending on your location and the holiday shipping delays. See the Canada Post Postal Code Lookup feature for the delivery days map.
The entire order process will look something like this:
Order Processing (preparing for shipping): 1-3 business day
Once received by Delivery Carrier: 3-11 business days until delivered (in most areas)
**Tracking will be updated when the delivery carrier receives the package
When will my order ship?
We process orders Monday through Friday, 9am-3pm ET, excluding major Canadian holidays (Closed on Weekends). Orders are processed in the order they are received.
Normal processing times range 1-3 business days. During holidays and sales events, processing times may take an additional 1-3 business days.
Where do you ship from?
All packages are shipped from Toronto, Ontario, Canada.
Where do you ship to?
We currently ship throughout Canada, and are working on shipping to international destinations.
We CANNOT ship to PO boxes, APO/FPO addresses etc since this is a Canada Post only service. Thank you.
Once your order has been shipped or received by the carrier, the tracking number will be sent to the email address from your order. At this time, tracking has different timelines depending on the carrier. Please allow 3-11 business days to receive initial tracking info. If the order has taken over 15 days from receiving tracking or if the tracking has not updated within 10 days of receiving it, please let us know and we can take action at that point.
Please do not be alarmed if the delivery confirmation for your package has not updated in a few days. Depending on the delivery carrier, there may not be updates when the package is in transit between facilities. We will continue to improve these processes.
*Higher Peaks Agency Inc. does not guarantee shipping or transit times, shipping fees are non-refundable.*
Once packages are shipped, you must deal directly with your chosen shipping service.
Incomplete or Incorrect Address Submissions
Please review your shipping address carefully when placing an order. Please make sure you add unit or apartment numbers where applicable. Errors in the shipping address will cause delays in transit times or cause orders to be returned to sender. We will not reship any order until it is returned to us by the courier and the customer has paid for the cost to reship the order.
Return To Sender:
If we receive an order that was sent back due to non-delivery, we will attempt to contact the customer to resolve the address issue. Packages will be held up to 3 business days before we cancel the order and issue a credit, less the original shipping fee or the cost of shipping.
If we cannot ship an order due to a missing/incomplete/wrong address, we will hold the order for up to 3 business days while attempting to make contact with customers. After 3 business days, we will cancel the order and credit your original payment form.
Return & Exchange Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will give you information on where to ship your product.
To return your product, send us an email at firstname.lastname@example.org and we will give you information on where to ship your product.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.