Shipping policy

Shipping Policy

Last updated: September 17, 2026

This policy explains where we ship, what shipping costs, how long orders take, and what happens if something goes wrong on the way. Where this policy and our Terms of Service disagree about shipping and delivery, this policy is the one that applies.

Where We Ship

We ship to Canada and the United States. If you are somewhere else and would like to order, email us before you buy and we will tell you whether we can get it to you.

Shipping Rates

Shipping is free on every order, to both Canada and the United States. There is no minimum order value and no shipping charge is added at checkout.

How Long Processing Takes

We review your order and send it to our supply partner within 1 to 3 business days. Business days are Monday to Friday, not counting Canadian public holidays, so an order placed on a Saturday starts processing on Monday. Once an order has gone to the supply partner it is in fulfillment and can no longer be changed.

Where Orders Ship From

Our products are shipped directly by our supply partners, most of which are in China, rather than from a warehouse we run ourselves. Which facility your order ships from depends on the item.

How Long Delivery Takes

Expect 1 to 3 weeks after dispatch.

That is an estimate, not a guaranteed date. Customs inspections, carrier backlogs, weather and busy shipping seasons can all add time, and none of them are in our control. We cannot promise delivery by any particular date and are not liable for shipping delays, as set out in our Terms of Service.

If your order is running well past that window, email us. We will chase the carrier and tell you what we find out.

Tracking

When your order is dispatched we email a tracking number to the address on the order. Two things are worth knowing: tracking can take a few days to show its first carrier scan, and economy shipping often goes quiet for stretches while a parcel is in transit. A gap in tracking updates does not mean your parcel is lost.

Orders That Arrive in Several Parcels

If your order has more than one item, it may be filled by more than one supply partner, which means separate parcels arriving on different days. You are never charged extra for this. If part of your order has arrived and part has not, the rest is still on its way.

Customs, Duties and Import Charges

Your country's customs or tax authority may charge import duties, tariffs, taxes, or carrier handling fees on your order. Those charges are set by them, not by us. They are separate from what you paid at checkout and they are the recipient's responsibility. If anything is owed, the carrier will usually contact you to collect it before delivery.

If you are in the United States, note that the de minimis exemption, which used to let shipments under $800 USD enter duty free, ended on August 29, 2025. Charges on arrival are possible.

We cannot work out these charges in advance, and we cannot mark a parcel as a gift or declare it below what you paid.

Getting Your Address Right

Please double check your shipping address at checkout, because we cannot change it once the order has gone to our supply partner. If a parcel comes back to us, is refused, or cannot be delivered because the address was wrong or incomplete, or because the import charges were not paid, we can either reship it at your cost or refund the price of the items.

If a Parcel Is Lost or Damaged

If your order arrives damaged, or tracking says delivered and you cannot find it, email us within 14 days of the delivery date. Keep the packaging and send photos of any damage, because carriers will not open an investigation without them. Once the carrier has finished investigating we will replace the affected items or refund you, under our Refund Policy.

Cancelling an Order

You can cancel and get a full refund any time before your order is dispatched, which is normally within the 1 to 3 business day processing window above. After dispatch, our Refund Policy applies.

Changes to This Shipping Policy

We may update this policy from time to time, to reflect changes in how we fulfill orders, which carriers we use, or our rates, or for other operational, legal or regulatory reasons. We will post the updated version here and change the "Last updated" date.

Contact

Questions about shipping or about where your order is, email us at oaknooky@gmail.com and include your order number if it is about an existing order. A real person will answer.