Shipping policy
Everything you need to know about how your order is prepared, how long it takes to reach you, and what it costs. If anything here is unclear, please write to us — we would rather answer a question before you order than after.
Where we deliver
We ship to addresses across Canada. All prices on this website are in Canadian dollars (CAD).
What shipping costs
Shipping is free on every order, with no minimum. There is no delivery charge added at checkout, whatever you order and wherever in Canada you live.
Return shipping is a separate matter and is described in our Return & Refund Policy.
How long it takes
Orders placed before 3:00 PM Mountain Time (5:00 PM Eastern Time) on a business day begin processing the same day. Orders placed after that, or on a weekend or public holiday, begin processing on the next business day.
- Processing: 1 to 3 business days, Monday to Friday. Your order is picked, checked and packed, and handed to the carrier.
- Delivery: 7 to 11 business days, Monday to Friday, once the parcel is with the carrier.
- Total: 8 to 14 business days from the day you place your order.
Business days are Monday to Friday and do not include weekends or public holidays. Orders are dispatched from our fulfilment partner's warehouse.
Delivery can run a little longer during December, around public holidays, and in severe weather. If your order is going to fall outside the window above, we will email you rather than leave you wondering.
Tracking your parcel
Every order ships with tracking. You will receive a dispatch email with your tracking link as soon as the parcel leaves the warehouse. The first scan can take 24 to 48 hours to appear.
Our Track Your Order page explains how to follow your parcel and what to do if the tracking stops updating.
If the address is wrong
Please check your address carefully at checkout — it is the one thing we cannot correct for you once a parcel is on its way.
If you spot a mistake, email info@evelynandolivia-toronto.com straight away with your order number. If your order has not yet been packed, we will correct it. Once it has been handed to the carrier, the address can no longer be changed.
If a delivery cannot be completed
If nobody is available, the carrier will usually leave a card and hold the parcel at a local pickup point, or attempt delivery again the following business day. Their instructions will be in your tracking.
Parcels that are not collected within the carrier's holding period are sent back to us. If that happens, email us and we will arrange either a reshipment or a refund — whichever you prefer.
If a parcel is marked delivered but has not arrived
Please check with others at your address and with your immediate neighbours first, and look anywhere out of the weather where a carrier might leave a parcel. Carriers do occasionally scan a parcel as delivered a day before it arrives.
If it still has not appeared, write to us within a few days of that scan. We will open an enquiry with the carrier and follow it through with you. Our Return & Refund Policy sets out what happens once the carrier reports back.
Questions about an order on its way
Email info@evelynandolivia-toronto.com with your order number. We are here Monday to Friday, 9:00 AM to 5:00 PM Eastern Time, and answer most messages within one business day.