We currently ship throughout Canada. We do not ship to international addresses. 

We offer $15 flat rate shipping for all orders under $150 (after discounts and before tax). Transit time for these orders (once packages are received by the courier company) is on average 3 to 6 business days.

Orders of $150 or more (after discounts and before tax) will automatically receive free shipping. 

Shipping process and timeline:

When an order is placed and shipping is selected, our retail team in Ottawa will fulfill your online order within 3 business days (please note business days are days our retail store is open; please see our retail store hours). We generally fulfil orders the same day they are placed or the following business day, however it can take up to 3 business days in some circumstances. Generally, this only happens if an item in your order is out of stock and we know we'll have it back in stock within a couple of days. In that case we will delay shipping the order until that item is available. If for some reason an order cannot be fulfilled within 3 business days, we will notify you via email.

When your order is fulfilled, you will receive a shipping confirmation email with your tracking number. Packages are handed over to courier companies (UPS, Purolator, etc) the same day or the following business day. 

We are currently shipping through UPS, Purolator, and other courier services. Due to the unreliability of Canada Post shipments in the current labour dispute environment, we are not shipping via Canada Post (with the exception of shipments to PO boxes; these shipments will always be sent via Canada Post). 

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 your expense, to be paid online before your shipment is rescheduled. Refunds will not be provided.

***We offer FREE Canada-wide shipping on orders over $150 (before tax)***

Frequently Asked Questions (FAQ)

MY PARCEL HAS NOT ARRIVED, WHAT SHOULD I DO?

If the tracking information you received in your shipping confirmation email shows the package as having been delivered, but you did not receive it, please contact us via email. We will contact the shipping company to find out where the package is or to obtain proof of delivery. In some cases, it takes a few business days for the shipping company to track down the package. We will keep you updated throughout the process. 

If the package has been lost by the shipping company, we'll file a claim with them. You will either be reimbursed for your order, or we will ship out a replacement package. 

CAN I CANCEL OR CHANGE MY ONLINE ORDER?

Yes, if your order has not yet been handed off to the shipping company, we can cancel it or make changes to it. 

We recommend you contact us as soon as possible to cancel or make changes. The fastest way to get in touch with us in these cases is to call our store at 613-680-6889 during our business hours. Alternatively, you can email us at hello@purpleurchinsoap.com, however, this email account is sometimes only checked once or twice a day, and we may not receive you message in time. 

How to know if your order can still be cancelled or changed:

1. If you have not received a shipping confirmation email from us, we have not yet fulfilled your order and changes can be made to it. 
2. If you have received a shipping confirmation email from us, click on the included tracking number. If the page you are taken to shows the shipping company has not yet received the package from Purple Urchin, the order can still be cancelled or changed. If, however, the tracking information shows the shipping company already has your package in its possession, the order can no longer be cancelled or changed. 

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 $150 Canada wide. 

WHAT IF I CLICKED SHIPPING BY MISTAKE BUT WANT TO PICK MY ORDER UP IN STORE INSTEAD?

If you selected Shipping by accident, but actually wanted to pick up your order in store, please call us as soon as possible at 613-680-6889 during our business hours. We can only change this if your package has not yet been handed off to our shipping partner. Once our shipping partner has your package, we can no longer retrieve it. 

WHAT IF I ACCIDENTALLY SELECTED LOCAL PICKUP, BUT WANT MY ORDER SHIPPED INSTEAD?

If you have selected the wrong option at checkout (i.e. selected Local Pickup, but wanted your order shipped), please email us at hello@purpleurchinsoap.com. We can change your order from local pick up to shipping and send you a link to pay the shipping fee (this applies to orders under $150 before tax; if your order subtotal is $150 or higher, you will not be charged for shipping). 

WHAT DO I DO IF MY PACKAGE ARRIVED DAMAGED, INCOMPLETE, OR WITH THE WRONG ITEM(S)?

Please contact us via email (hello@purpleurchinsoap.com) with details including your order number and what the issue is, and provide pictures of the products and any damage, including pictures of the box the order was shipped in. We will be happy to replace any damaged items, or to fix any errors we have made regarding products shipped. Please note it may take us up to two business days to reply to your email.