Shipping policy
PROCESSING AND HANDLING
We process and ship orders from NB, Canada within 2-3 business days (Monday-Friday), excluding holidays. However, upgraded express shipping orders are prioritized and shipped within 1 business day. If you are ordering multiple pieces, your order will be shipped together unless indicated and a separate shipping fee has been paid. To calculate the estimated date of delivery, add the processing time mentioned above to the shipping time. Kindly note that we will not be responsible for conditions beyond our control such as severe weather, service interruptions, etc. that can alter the date of delivery.
**Shipments may be delayed due to COVID-19**
RATES
Currently, we only ship to Canada and the US. In the future, hopefully, we will be able to cater to customers from other countries.
| CANADA | Estimated Delivery |
| Free shipping over $49 USD* | 3-8 business days |
| Flat Rate $7.95 USD | 3-8 business days |
| Express Shipping $35 USD | 2-4 business days |
| UNITED STATES | Estimated Delivery |
| Free shipping over $49 USD* | 4-6 business days |
| Flat Rate $7.95 USD | 4-6 business days |
| Express Shipping $19.95 USD | 2-4 business days |
*To qualify for free shipping, your order must be $49USD or more after discounts and promotions are applied.
Delivery times listed above are only estimates and do not take into consideration delays due to holidays, customs clearance, weather etc. Addresses in remote areas may require additional delivery time. We do our best to help your pieces get to you in time, however, we are not responsible for packages delivered outside the estimated time frame.
If you need your pieces to arrive sooner, please refer to our Express Shipping options. Kindly note, though, that all express delivery times and prices are based on orders shipping to most major cities. Shipments going to remote locations may require additional charges and an extra business day for delivery. Any customs fees, duties or taxes are the responsibility of the customer. Please contact us for any questions about express shipping to your location.
CUSTOMS AND IMPORT CHARGES
Orders to Canada and the US always arrive duty free unless the amount you ordered reach the minimum threshold for import tax which is $800 as of writing. Keep in mind that we will not be responsible for any import duties and taxes.
TRACKING AND RECEIVING YOUR ORDER
All orders shipped using our standard delivery option are shipped via Canada Post. The tracking will only show where the package is in Canada and will not be updated once the package is overseas and has been delivered.
If your tracking number says that your package has arrived but you haven't received anything, we suggest doing the following:
- Verify the shipping address on your order that it's correct
- Look for an attempted delivery notice slip
- Double check your area in case it's stored in a hidden area
- Check to see if your neighbours or someone in your residence accepted it
- Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving
lily + ellis is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at support@lilyandellis.com.
ORDER ADJUSTMENTS & CANCELLATIONS
We process your order as quickly as possible, so if you need to upgrade your shipping, make an adjustment or cancel your order, send a request to support@lilyandellis.com right away. Note that sending an email does not mean that your adjustment or cancellation is guaranteed to be processed. We will contact you as soon as we receive your email to let you know if we can accommodate your request. Unfortunately, orders that have been shipped cannot be cancelled.
Note that we reserve the right to cancel an order for any reason, at any time.