Our team works hard to ensure we get online orders to our customers as fast as possible. When an order is placed, our retail team here in Ottawa will fulfill your online order within 24 hours of the original order being placed. When your order is fulfilled - boxed up and ready to go, you will receive a shipping confirmation email with your tracking number.
All orders are dropped off to Canada Post within the same day you receive your shipping confirmation email and tracking number. When we drop off orders to Canada Post they enter your tracking number into their system which then populates the live, online tracking. From here Canada Post is responsible for your package. You will be able to track your package through the Canada Post website. Enter your tracking code 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
In the USA, we offer the following postal services through Canada Post:
- Expedited Parcel USA
- Small Packet USA Air
- Tracked Packet USA
- Xpresspost USA
Canada Post is responsible for adhering to the selected parcel timeline specified as our shipping carrier.
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 you have tracked your package, and it is saying 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 our team will contact Canada Post. We will open an 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.
As a small business, we need to wait until the package has been found or has been identified as missing. If we have identified that Canada Post has found the package (i.e. issue with shipping address), we will receive the package back to the shop. Our team will print a new shipping label, and send you a new tracking number. The package will be sent back to Canada Post and delivered to you, successfully this time! If the package is identified as lost, we will need to wait for confirmation from Canada Post - where they will provide reimbursement to us, as a small business. Once we receive this, we can send out your order - with new products, and provide you with a new tracking number.
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 are offering FREE Shipping on ALL orders over $100 Canada wide.