Hereby we want to inform you regarding your order and shipping complications caused by COVID-19. Find below the most common questions answered.
CAN I SAFELY RECEIVE & OPEN MY PACKAGE?
You can safely open your package and use the products. Due to the strict rules regarding work environments given by the WHO and the Canadian government, the likelihood of an infected person contaminating your package is low and the risk of catching the COVID-19 virus from a package that has been exposed to different conditions and temperatures is also very low. As advised by the WHO we advise you to keep a safe distance from the deliverer when receiving your shipment, to always wash your hands thoroughly after unboxing your shipment and to avoid touching your face after receiving and opening your package.
IS SHIPPING STILL AVAILABLE WITHIN MY REGION?
All available shipping regions are stated on our Shipping & Returns page. Currently we still ship to all regions mentioned on this page. If any changes should occur we will update this page accordingly. Please note, due to COVID-19 your order might encounter some delay in shipping. We are working closely with our shipping partners to minimize any delay on your order and will inform you if needed.
MY ORDER WAS CANCELLED. WHY DID THIS HAPPEN?
It may occur that shipping in certain regions has become unavailable as a consequence of COVID-19. When this happens our team will inform you via email. We will confirm the cancellation of your order and refund the total amount paid via the payment method used to pay for the order.
HOW CAN COVID-19 INFLUENCE THE SHIPPING PROCESS OF MY ORDER?
There are a variety of reasons why COVID-19 may impact the shipping process within your region. These are the most common reasons:
- The amount of flights and other logistic traffic significantly decreased globally which can cause the transit time of your order to be longer than normal.
- It may occur that our shipping partners are understaffed due to COVID-19, this causes the order processing to take longer than usual.
- Some shipping areas are restricted for deliveries as decided by your country's government officials.
A combination of the above reasons can also be possible. The restrictions and rules regarding COVID-19 vary per country/region and evolve rapidly. We are monitoring all changes closely and will inform you regarding any delays and cancellations if needed.
CAN I CHANGE THE SHIPPING ADDRESS OR CANCEL MY ORDER?
Unfortunately it is not possible to change the shipping address of your order or to cancel your order once the order has been processed. You can however place a new order with a different shipping address. When the original order returns to our warehouse you will be refunded.
Please contact our Customer Experience team if you have any other questions via our contact page.