Shipping policy

SHIPPING POLICY

Processing TimeΒ Orders are typically processed within 1-3 business days. Please note that processing times may be extended during peak seasons or promotional periods. You will receive a confirmation email once your order has shipped with tracking information.

Shipping Methods & Rates

Domestic Shipping (Canada)

  • Standard Shipping: FREE
  • Estimated delivery: 5-10 business days
  • All orders ship from our location in Alberta, Canada

United StatesΒ We offer tiered shipping rates to the US based on order value:

  • Orders under $50: $7.90 CAD
  • Orders $50-$99: $19.90 CAD
  • Orders $100-$149: $29.90 CAD
  • Orders $150+: FREE Standard Shipping
  • Express International: $34.90 CAD (faster delivery)
  • Estimated delivery: 7-14 business days (Standard), 3-7 business days (Express)

International ShippingΒ We ship to select international destinations including Australia, United Kingdom, European Union countries, Japan, Singapore, Hong Kong, and more. Shipping rates are calculated through Canada Post at checkout based on your location and package weight.

Important Notes for International Orders

  • Customs, duties, and taxes: International customers are responsible for any customs duties, import taxes, or brokerage fees charged by your country. These fees are not included in our shipping costs and are determined by your local customs office.
  • Delivery times may vary depending on customs processing in your country.
  • We are not responsible for delays caused by customs.

Tracking Your OrderΒ Once your order ships, you'll receive a shipping confirmation email with tracking information. You can use this to monitor your package's progress.

Shipping RestrictionsΒ Due to the fragile nature of our handcrafted ceramic products, we take extra care in packaging. However, please note:

  • We currently cannot ship to PO boxes for international orders
  • Some remote or rural areas may experience longer delivery times
  • Certain countries may have restrictions on ceramic imports

Damaged or Lost PackagesΒ We carefully package all ceramic items with protective materials to ensure safe delivery. If your order arrives damaged:

  • Contact us within 48 hours of delivery with photos of the damage
  • We will work with you to file a claim with the carrier and arrange a replacement or refund

If your package appears lost or hasn't arrived within the estimated timeframe, please contact us and we'll investigate with the shipping carrier.

Questions?Β If you have any questions about shipping, please contact us at [prontomediayyc@gmail.com] or through our contact form.