Lost Shipments

Lost shipments are very rare! Maybe 0.001% of shipments are lost and you will always receive what you paid for if this happens.

Occasionally packages are lost by the shipping company. We insure all packages and you will receive your order. The problem this causes is a delay in when you receive the order.

All UPS parcels can be tracked and therefore it is easy to tell if the parcel is lost. Most parcels being shipped to the US clear customs at Winnipeg and the tracking information will show the order sitting there for several days. The package is actually still in transit but the information will not update until it clears. We have seen parcels intended for California show that they are stuck in Winnipeg until the day before they were delivered by ground service. If a UPS parcel has taken longer than the listed amount of business days, and has not arrived, we will start a trace. Your replacement parcel cannot ship until the trace results are returned. A UPS trace takes about 10 business days. If you need the order before this feel free to place a replacement order and we will ship that using free rush service. Simply note in the comments section the purpose of the second order. PLEASE NOTE IF THE FIRST PARCEL ARRIVES YOU WILL BE CHARGED FOR BOTH ORDERS. The purpose of the trace is to make sure it is not able to be found. If it can be found it will be shipped to you. You will always be asked to confirm your address for reshipment.

Parcel Shows Delivered BUT I don't have it : It is generally up to the driver's discretion to determine whether a signature is required. If the driver feels they do not need a signature they may leave it on your doorstep. Please check every nook and cranny before asking us to start a claim in this case. We have seen parcels left in bushes, under door mats and in recycling bins. Please note these are the exceptions and are very rare occurrences.

I need a UPS trace. Please remember your order number, tracking number if you have it and any peculiar circumstances.

Postal Service parcels are NOT TRACKABLE. If the parcel is taking a long time to get to you we can't look anything up to help.

Canadian customers: Canada Post offers a bit better service within Canada, but the tracking number still basically tells you when it leaves here and when it has arrived there. If you think your parcel has gone astray, and it has been 2 weeks since it shipped, please email and we will phone Canada Post. Please remember your order number, tracking number if you have it and any peculiar circumstances. This process takes several days and will delay the delivery of your parcel. If a replacement package needs to be sent, it will be sent as soon as Canada Post has admitted they lost the first one. You will always be asked to confirm your address for reshipment.

All Other Customers: Canada Post does not give accurate estimates on how long it takes the parcel to ship outside of Canada. If you think your parcel has gone astray, and it has been 2 weeks longer than the shipping time estimate, please email and we will phone Canada Post. Please remember your order number, tracking number if you have it and any peculiar circumstances. This process takes several days and will delay the delivery of your parcel. If a replacement package needs to be sent, it will be sent as soon as Canada Post has admitted they lost the first one. You will always be asked to confirm your address for reshipment.