Shipping and Local Delivery Policy
Our team works hard to ensure we get online orders to you as fast as possible. Our order fulfillment process varies depending on whether you've chosen local delivery or shipping.
We're excited to now be offering local delivery within Ottawa! We have priced our local delivery option at a cheaper rate than our standard shipping rates (which are set by Canada Post), and you will receive your order sooner than you would through standard shipping. Details below!
Eligible areas within Ottawa
Local delivery is available within Ottawa to areas with postal codes beginning with: K1, K2, K4A
Orders of $79.99 or less before tax:
- K1 - $12.00
- K2 - $14.00
- K4A - $16.00
Orders of $80 or more before tax:
Fulfillment and delivery schedule
Local delivery orders are packed and prepared based on the following schedule:
|Order placed:||Delivered on:|
|Sunday after 6 PM to Wednesday before 6 PM||
Thursday between noon and 5 pm
|Thursday before 6 PM||Friday between noon
and 5 pm
|Friday before 6 PM||
Saturday between noon
|Saturday to Sunday before 6 PM||Wednesday between noon and 5 pm|
Orders placed after the cut off times will be delivered 2 days after the order was placed. For example, if you place your order at 8 pm on a Wednesday, your order will be delivered on Friday.
When your order is fulfilled (boxed up and ready to go), you will receive a delivery confirmation email.
Receiving your delivery
If you cannot be home to meet the delivery driver at the door/buzz them into your building AND answer a text or phone call from them, you should choose either the local pick up option or standard shipping option instead. Purple Urchin cannot be held responsible if your package goes missing after it has been left on your doorstep (if you live in a house) or common area of your apartment building.
When the delivery driver arrives at your residence, you will receive a text or phone call notifying you to meet the driver outside of your front door. If the driver is unable to reach you, your package will be left on your doorstep at your own risk. Purple Urchin cannot be held responsible for packages that go missing after being left on your doorstep.
If you live in an apartment building, you must come down to meet the driver at the lobby entrance. You will receive a text or phone call notifying you that the delivery driver is there. If the driver cannot reach you by text or phone, your package will be left in the common area of your apartment building, provided the driver can access the interior of the building. Purple Urchin cannot be held responsible for your package if it goes missing after having been delivered to a common area of your building. If the driver cannot access the interior of the building to leave your package, your package will be returned to Purple Urchin. You can then choose to pick up your order in store (free of charge), or have us reschedule your delivery at a cost of $12, to be paid online before delivery is rescheduled.
Local delivery will only show up as an option if:
the delivery address is within the eligible areas listed previously
you are paying directly through our website (it won't show up if you are going through an accelerated checkout option, such as PayPal, Google Pay, Apple Pay, or Amazon Pay)
the delivery address can be automatically verified by Google at the time of checkout (when you enter the delivery address, you can use the dropdown menu of suggestions to select a verified address)
Customers are responsible for providing the correct AND full address for local delivery. 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 reschedule your delivery at a cost of $16, to be paid online before delivery is rescheduled. Refunds will not be provided.
SELECTING "LOCAL DELIVERY" DURING CHECKOUT
When you are ready to checkout, go to your shopping cart and click "checkout". On the next page, you will be given the option to pay by Express Checkout (PayPal). DO NOT SELECT this option, as local delivery is not available with this payment method. Instead, underneath it you will see "Delivery Method" and you will have the option to choose "ship" or "pick up". SELECT "SHIP". You will then enter your information, including the address you want the package sent to. Then click "Continue to shipping". Once you've clicked "continue to shipping", you'll be taken to the next page where you can then select "Local Delivery".
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 - boxed up and ready to go, 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 here 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
Canada Post is responsible for adhering to the selected parcel timeline specified as our shipping carrier.
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 reschedule your delivery at a cost set by Canada Post shipping rates, to be paid online before delivery 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 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 to determine next steps. 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.