Shipping Terms
Shipping Policy
Important Notice Regarding Cancellations
Due to the fast processing of our orders, cancellations are only possible shortly after the order has been placed.
Once the order is automatically processed and prepared for shipment, a cancellation can no longer be guaranteed.
Although consumers have a legal right of withdrawal, there may be situations in which a cancellation is no longer possible because the order has already been processed, handed over to the shipping carrier, or shipped.
If the package is already in transit or on its way, the order will be delivered as usual. After receiving the goods, the customer may still exercise their legal right of withdrawal in accordance with our Withdrawal and Return Policy.
Your legal right of withdrawal remains unaffected.
Delivery Time
The delivery time consists of two phases:
Processing Time
Orders are usually processed within 1 to 3 business days.
During promotional periods, sale events, or periods of increased order volume, processing may take slightly longer.
Shipping Time
After processing, your order will be handed over to the shipping carrier. The estimated delivery time is usually 5 to 15 business days.
Please note that delays may occur in individual cases, particularly during sale periods, holidays, or times of high parcel volume with the shipping carrier.
Tracking
Once your order has been shipped, you will receive a shipping confirmation with a tracking number, if available.
You can use this tracking number to follow the current status of your delivery.
Unaccepted or Uncollected Packages
The customer is responsible for accepting the delivery or collecting the package on time from the designated pickup location.
If a package is not accepted or not collected from the pickup location and is therefore returned to us, we reserve the right to deduct the return shipping costs incurred by us, in the amount of CA$25.00, from the refund.
This applies in particular if the package was properly shipped and the failed delivery was caused by refusal of acceptance, failure to collect the package, or delivery failure for reasons beyond our control.
Incorrect or Incomplete Shipping Address
The customer is responsible for providing a correct and complete shipping address when placing an order.
If a package cannot be delivered due to an incorrect or incomplete address, we will review the case together with the shipping carrier.
If additional costs arise due to a return shipment or a new delivery attempt, these costs may be charged to the customer or deducted from any possible refund.
Lost or Undelivered Package
If a package is lost or cannot be delivered, we will carefully review the case with the shipping carrier.
In the case of the first lost or undelivered package, we will send the customer a replacement package free of charge on a one-time basis. If the replacement package is also lost or cannot be delivered, the case will be reviewed again and a refund may then be issued.
Within 1 to 3 business days after the order has been placed, the order is reviewed, approved and packed. The package is then prepared for shipment.
Shipping Time
Canada: 5 to 15 business days
Shipping is generally carried out by a trusted local or international shipping carrier. All delivery times exclude possible delays caused by customs authorities, local delivery services, or exceptional circumstances.
During busy periods such as Christmas, Black Friday, New Year, or special promotional campaigns, delivery times may be longer.
Shipping Costs
We offer free premium shipping. This includes shipping insurance in the event of loss, theft, or damage to the package during transit.
Tracking
After shipment, the customer will receive an email with a tracking number.
The order can be tracked through the tracking page on our website. To do so, click on “Order Tracking” in the main menu of our website.
For logistical reasons, an order may be shipped in multiple partial shipments. In this case, multiple tracking numbers may be provided.
My Tracking Number Does Not Work
It can take up to 5 business days for the tracking information to be updated.
If the tracking information still does not show any updates after a few days, our customer service can be contacted at support@emmavancouver.com.