Shipping Policy

We ship to Canada and USA

Exceptions:

• We do not ship to freight/parcel forwarding type companies & industrial addresses: These orders will be cancelled.  This is due to elevated risks including fraud, chargebacks, and lost or damaged goods.
• Orders shipping outside of Canada we restrict shipping to the purchaser's residential address (billing address).  We do not ship to PO Boxes. 

Canada 

Countries outside of Canada: 

For orders shipped to countries outside of Canada we only ship to the purchaser's residential address.  If the billing address does not match the shipping address, we will be reaching out to you prior to fulfilling your order.  You will be required to email us proof of identity before shipping. 

(A residential address is the location where you primarily live (e.g., house, apartment, or condo). Must be the purchaser's physical street location. We do not ship to P.O. Box, freight or mail-forwarding service addresses.)

United States - we only use courier carriers.  We can not ship to PO Boxes and areas where these couriers do not offer delivery.  We only ship to the purchaser's residential addresses.

IMPORT FEES - Shipping orders outside Canada are subject to import fees imposed by the destination country.  All fees are the responsibility of the receiver.  These fees are not included in your purchase.  (See Import Fees for full details)

Outside of Canada & USA:  We only ship to select countries.  We presently do not ship to EU countries.

Shipping Rates for Canada: 

Orders $125.00 and over: 

• FREE Standard Shipping in select* provinces in Canada on orders of $125.00 or more.  (*BC, Alberta, Saskatchewan, Manitoba, Ontario & Quebec)
  
  
• Discounted Standard Shipping rates on orders of $125.00 or more: 
  Canada: Nunavut, Yukon, Northwest Territories, Newfoundland, Nova Scotia, PEI, New Brunswick.

Orders under $125.00 in Canada:

Our shipping rates do not include any import fees that are applicable to shipments outside of Canada.  These fees are the responsibility of the receiver. 
Import fees include any taxes, duties, tariffs*, customs, brokerage and other fees charged by the receiving country and shipping company are the responsibility of the receiver.  Note: due to this fact we only ship international orders to the purchaser's address.  (Bill to address).  We are not responsible or can give estimates of import fees.  For information regarding your country's (or receiver's) customs policies, the purchaser will need to contact their country's customs office. It is the customer's responsibility to factor in import fees for shipments outside of Canada.  Refusal of parcels due to nonpayment of fees due upon delivery, are considered abandoned and not eligible for return. 
Note: *tariff fees are based on where the product is made.
 
Collection of Fees:  Some carriers' like UPS will provide a link on the tracking page to pay import fees, these fees will display after the package has cleared customs.  We recommend this method. Prepaying fees saves you any "collection" fees.
Note, if you are not going to be home and fees are due, your parcel will be delivered to the carrier's pickup location.

All import and shipping fees are non-refundable.  This includes items that are returned.

Oversized or heavy items: 

Oversized or heavy items are not eligible for free shipping, and you will be contacted for payment of additional shipping charges.  

Shipping Address Accuracy:

Please ensure that your shipping address is complete and correct when placing your order. If your building requires a buzzer code, please include.  Once your order is submitted, you can also double check this on your Order Confirmation email.  If you notice an error, please call us immediately (within 15 minutes of placing your order.)
Once you have received your order fulfillment email, we will not be able to make any changes as the item has been shipped. 

If you notify us by email, we can not guarantee that it will be received/reviewed before your order is fulfilled.  We recommend you call us at 250.754.3933

Shipping Time:

Once you place your order we strive prepare your order for shipment within 1-2 business days.  If there are any fulfillment delays more than 4 business days, we will notify you.

Once your order is scheduled for shipment and assigned a tracking number, it will usually ship within the next 1-2 business days unless there are delays with our carrier picking up. You will receive an email with your shipping information. Please allow some time for your tracking status to be available/updated.

If you have not received your Shipping Confirmation email within 4 days of ordering, please email us at orders@pumpkinpiekids.com or call us at 250.754.3933 during our business hours.  

Orders shipping outside of Canada, expect additional delays due to customs.

Even though we do our best to ship out your orders quickly, unexpected shipping delays by our carriers such as pickup, weather, busy season, customs, etc may happen. Our carriers are not providing delivery guarantees at this time.

Order tracking:

Please track your package and monitor for delivery date status or pickup location details. Some shipments might require a signature, have import fees, or will not automatically safe drop.

If you are not going to be home, please contact the carrier to arrange a safe delivery or pickup option. 

Customers are responsible for tracking their shipments and monitoring all delivery,  pickup information and deadlines.  If the carrier is unable to successfully deliver your parcel or it does not offer door shipments to your area, if a notice is not left, you can find the information on the carrier's tracking page.  It might take up to 24 hours for the information to be available. Be sure to pickup your parcel before their deadline.
Carriers do not send pickup reminders. If a parcel is not picked up within the specified timeframe, it will be returned to the sender.

Shipping outside of Canada, some carriers' will provide a link on the tracking page to pay import fees, they will display after the package has cleared customs. 

Delivered packages not received:

If your parcel states it has been "delivered" but you have not received it:

• Check your mailbox, property and neighbours, Look for a notice card.
  
• Check with everyone in your household.
• Verify you provided us with the correct shipping address.
• Check the carrier's tracking page for a signature or delivery details.
• Contact the carrier, provide your tracking number, indicate your package states it was delivered, but you have not received it. 
• Wait 1-2 business days, to see if it gets delivered, also check your carrier's tracking for any updates or pickup location.

If there is still no sign of your package after 2 business days, please contact us right away so we can submit a support ticket with the carrier to investigate. Investigations typically take up to 2 weeks to complete, and international orders will take longer. We kindly appreciate your patience during this process.

Shipments not successfully delivered & returned: 

Returns due to Shipping Address Errors, Refused & Non-pickup:
Returns or items not successfully delivered due to refusal, failure to pickup, shipping address errors provided by the purchaser, including moved, or incomplete address, all shipping costs incurred, including the return shipping costs, will be applied towards the value of the order. 
Orders returned that were shipped with free shipping, will no longer qualify for free shipping and will be charged all shipping charges, including the cost to ship out & return.

In addition, orders outside of Canada: Tariff and all import fees are the purchaser's responsibility to pay. They are not eligible for a refund.  
Refusals of parcels due to nonpayment of import fees due upon delivery, are considered abandoned and not eligible for return.  

Once your order is successfully returned, you will be contacted discuss reshipping options.

Customers are responsible for tracking their shipments and monitoring all delivery or pickup information and deadlines. The carrier’s tracking page will provide the pickup location and deadline information. 

In-store Pickup:

In-store pickup is available at our store in Nanaimo, BC.  You will be required to show your order confirmation email or photo ID matching the name of the pickup person.  You can let us know if someone else is picking up the order by entering their name in the in the Order Notes found in the cart.  

• Select in-store pickup tab during checkout
  
• We will hold your pickup order for up to 14 days.  We know life can get busy, if you decide you can’t pick up your order within this time, please contact us to arrange for shipping options.  

Additional Notes:

We reserve the right to modify or cancel orders for any reason; you will be notified of any modifications or cancellations. 

*Business days are Monday to Friday, excluding statutory holidays.

**We do not offer discount codes for shipping.  Any codes you see at discount/code websites are FAKE and will not work.  Be aware some of these sites might be phishing sites**