Shipping policy

Thank you for shopping at Kotelier! Here's everything you need to know about how we get your order to you.

Order Processing 

  • All orders are processed within 1–3 business days (Monday–Friday, excluding holidays). You'll receive a confirmation email once your order has shipped.
  • After you've placed your order, you cannot make any changes to your order (ie: add/remove products, etc)
  • Please check your delivery address, name, and contact info carefully when placing an order. If you've made a mistake on your delivery address/information, contact us immediately at hello[@]kotelier[.]ca. Once it's shipped, we cannot modify it in any way.
  • You can cancel your order as long as your order has not been fulfilled (shipped). To cancel your order, contact us immediately at hello[@]kotelier[.]ca. As cancelling an order is a manual process, we cannot guarantee that we will be able to cancel your order in time before it gets packaged and shipped, but we will make every effort.
  • Once your order has been shipped, we are unable to cancel the order.

Shipping Rates & Delivery Times
Canada 
Standard shipping typically takes 2–5 business days after processing, according to Canada Post's shipping & delivery standards. Delivery standards are estimates of how long it will take for the mail to be delivered. They’re not guaranteed. (Read more at canadapost.ca)

Shipping rates are calculated at checkout based on your location and order weight.

United States 
Standard shipping to the US typically takes 5–10 business days after processing. This is an estimate, not a guarantee. Shipping rates are calculated at checkout. Import duties and taxes are pre-collected at checkout, ensuring a seamless delivery experience with no unexpected fees.

Order Tracking 
Once your order ships, you'll receive a confirmation email. If your order included tracking, it will be provided in the email. Canadian orders shipped via lettermail do not include tracking unless specifically requested.

Lost or Delayed Packages
Kotelier is not responsible for any losses or delays incurred by the shipping courier.

Please ensure that all of your information is correct prior to submitting your order (ex. name, address, zip/postal code, phone number, billing address) as Kotelier is not responsible for undeliverable mail nor cost to reship the items. Refunds will not granted for incomplete or incorrect addresses - please check carefully when placing your order.

If your order hasn't arrived within the estimated timeframe, please contact us at hello[[@]] kotelier[.]com and we'll do our best to help resolve the issue.

Damaged Packages
Orders are packaged carefully and checked for quality, but if your shipment arrives damaged, please use the contact us form including your Order number so that we may assist you