Shipping Policy
SHIPPING POLICY
We currently ship throughout Canada. We do not ship to international addresses.
When an order is placed and shipping is selected, our retail team in Ottawa will fulfill your online order by the end of the next business day (please note: our business days are Wednesday through Sunday). When your order is fulfilled, you will receive a shipping confirmation email with your tracking number.
All orders are dropped off at Canada Post within the same day you receive your shipping confirmation email and tracking number, or the following Purple Urchin business day. When we drop orders off at Canada Post, your tracking number is entered into their system, which then populates the live, online tracking. From there Canada Post is responsible for your package. You will be able to track your package through Canada Post's website. Enter your tracking number here to track your package and receive updates about the shipping status of your order.
In Canada, we offer the following services through Canada Post:
- Expedited Parcel
- Priority
- Xpresspost
Canada Post is responsible for adhering to the selected parcel timeline specified.
Our shipping rates are determined by Canada Post based on the weight of the package, where it's being shipped to, and the service type you selected at checkout.
Canada Post rates are usually a minimum of $12-$13 and up.
Customers are responsible for providing the correct AND full address for shipping. Failure to do so will result in your package being returned to Purple Urchin. You can then choose to pick up your order in store (free of charge), or have us resend your parcel at Canada Post's shipping rates, to be paid online before your shipment is rescheduled. Refunds will not be provided.***We offer FREE Canada-wide shipping on orders over $100 (before tax)***
Frequently Asked Questions (FAQ)
MY PARCEL HAS NOT ARRIVED, WHAT SHOULD I DO?
Head to Canada Post's website and track your package. Every customer receives an email with their tracking number when we fulfill their order. If you have not received this, or deleted it, reach out to our team. We'll be happy to help you track down your package via Canada Post.
If when tracking your package it is filed as "delivered" but it is not at your home, and you have not received a notice by Canada Post, please reach out to our team. We, as a business will need to open up a case with Canada Post to file a lost package claim. This process can take several days. Don't worry, we'll keep you informed every step of the way!
When we receive your email, social media message, or phone call about your missing package we will contact Canada Post and open investigation with them for your lost package. Our team will then send you an email to let you know we have opened the investigation with Canada Post. Canada Post will then search their system to coordinate who among their drivers had your package. We usually hear back from Canada Post within 1-2 business days, but it can take longer than this - we appreciate your patience. When we receive an update from Canada Post, we will contact you to let your know next steps.
CAN I CANCEL OR CHANGE MY ONLINE ORDER?
All sales are final at Purple Urchin - read our return policy here.
If you have not received a shipping confirmation email, with your tracking number and would like to alter your order - replacing the same product with an alternative scent, or a product of similar value, we can occasionally make exceptions. Reach out to our team as soon as possible, or phone our shop - during store hours (613-680-6889). Staff will need to have management sign off on the exchange, and therefore your order may be delayed 1 business day while corresponding internally.
CAN I SHIP AN ORDER TO MULTIPLE ADDRESSES?
We’re unable to ship a single order to multiple addresses. You’ll need to create a new order for each shipping address.
DO YOU OFFER FREE SHIPPING?
We offer FREE Shipping on ALL orders over $100 Canada wide.