\ Shipping Policy - Pumpkin Pie Kids in Canada
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Shipping Policy

Important:

  • We do not ship to freight/parcel forwarding type companies & industrial addresses.  We recommend you use your residential (billing) address to avoid your order being flagged and cancelled.
  • 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. 
    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.  
    (see Import Fees for more details)  
  • Orders outside of Canada: We only ship to your (the purchaser) residential address.

Where we Ship:

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.
For International orders we only ship to your residential addresses.  

Furthermore, some retailer agreements restrict certain products from being shipped internationally.

Canada 

For Rural areas, Towns, Postal Boxes, where there is no door delivery available by the carrier, you will need to pickup your order at the shipper's nearest pickup location.

Billing & Shipping Address are different: Please provide phone numbers for both shipping and billing persons. Please note in some instances we may contact the cardholder to verify proof of identity before shipping.

If your personal business is in an industrial area, it will need to be verified. Please choose your residential (billing) address instead to avoid cancelation.
In-store pickup is available at our store in Nanaimo, BC
       

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 rather than a P.O. Box, freight or mail-forwarding service.)

United States - we only use UPS and Purolator.  We can not ship to PO Boxes and areas where these couriers do not offer delivery.  We only ship to your residential addresses.

Outside of Canada & United States - We use Tracked Package with Canada Post.  Canada Post restricts this service to select destinations, and the package must be under 2kg.  
If your package does not meet these requirements, you will be contacted to arrange a different shipping method and additional charges. We only ship to your 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 more details)  

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:

Home Delivery:
Please note:  depending on where you live, home delivery might not be available and you will need to pickup your order at the shippers nearest pickup location.

Exceptions: 
In the event that shipping charges are considerably higher than the rate calculated at checkout, there might be additional charges. If additional shipping charges apply you will be contacted by phone or email with a quote before we fulfill and ship your order. (Ie: remote areas, large or heavier items). We apologize in advance for any inconvenience this might cause. **

Import Fees:

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: if the order is not shipped to the purchaser these fees are payable by the addressee (Ship 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. 

*Tariff fees:  these are based on the origin of where the product is made, not where it is shipped from.  For example, if a puzzle is made in China, this would be the country of origin, not Canada. 
Our staff will be happy to provide where products are made before placing your order, however we can not provide the amount of tariff fees or import fees your country will charge.  Customers will need to contact their country's custom's 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.  

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 shipper 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 shippers 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 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.

"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.

For International Canada Post shipments,  Entering your tracking number into your country's postal tracking, it will usually give you more up to date and detailed information about the delivery.

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, moved, or incomplete address provided by the customer, all shipping costs incurred, including the return shipping costs, will be applied towards the value of the order. 
International orders: Tariff and all import fees are the purchaser's responsibility to pay. They are not eligible for a refund.  The purchaser will need to contact their customs agency to apply for any refunds.
Refusals of parcels due to nonpayment of fees due upon delivery, are considered abandoned and not eligible for return.  

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.

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

We are not responsible for refused, abandoned, failure to pickup, misplaced or incorrectly delivered shipments due shipping address errors provided by the customer.
Customers are responsible for tracking their shipments and monitoring all delivery or pickup information and deadlines. Some carriers may leave a notice; however, if the notice is missing or was not left, it is still important to track your shipment. The carrier’s tracking page will provide the pickup location and deadline information.

Please note that some carriers may not update pickup details until the next business day. Carriers do not send pickup reminders. If a parcel is not picked up within the specified timeframe, it will be returned to the sender.

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 when picking up.  You can select to have someone else pick up the order by entering their name and phone number in the "Pickup Information" option during checkout.  Any changes to the pickup person after your order is placed, please email us.

When using in-store pickup:

  • Select in-store pickup option in the cart.
    Select a date within the 30 day window.
  • Ensure that the shipping address is to our store and the billing address is the same as your billing address. 
    Note: if you are using auto complete or accelerated checkout it might overwrite our store shipping address.  You will need to correct this by re-entering our store address.

We will hold your pickup order for up to 30 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.  Pickup orders over 30 days will be considered returned, as per our Return Policy and emailed a store credit. Our Return Policy begins from the date of purchase. 

Note:

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**