Shipping policy
Where we ship
We ship through Stallion Express to every country they serve. If you're unsure whether we can ship to your location, enter your address at checkout, and if we can't deliver there, you'll be told before you pay.
Shipping costs
Shipping is calculated at checkout based on your location and the contents of your order. Orders shipped within Canada over $175 CAD qualify for free shipping. Some sales and promotions may also include free shipping, and these will be noted on the promotion itself.
Processing time
Orders are processed and prepared within 7 business days. Packages are dropped off with the carrier on Fridays, so your order will ship on the first Friday after processing is complete.
Orders that include pre-order items will ship once all pre-order items have arrived.
Holiday pause: We pause processing and shipping from approximately December 15 to January 15. Orders placed during this time will be processed when we return.
Estimated delivery times
After your order ships, delivery typically takes:
| Destination | Estimated delivery |
|---|---|
| Canada | Up to 2 weeks |
| United States | Up to 1 month |
| All other countries | 1 to 3 months |
These are estimates, not guarantees. Customs, weather, holidays, and carrier delays can all affect delivery times, and they are outside our control.
Carriers and tracking
We ship with Stallion Express, which uses carriers such as Intelcom and PostNL depending on your destination. Once your order ships, you'll receive a confirmation email from Shopify with your tracking information.
International orders: customs, duties, and taxes
Customers are responsible for any customs fees, import duties, and taxes charged by their country. These are not included in your order total or shipping cost and are collected by the carrier or customs authority. We declare all items accurately on customs forms.
Address accuracy
Please double-check your shipping address before placing your order. You may change or cancel your address only until your order has shipped (dropped off with the carrier). To request a change, email us right away at hello.sunowls@gmail.com. Customers are responsible for any extra costs caused by an incorrect or incomplete address, including reshipping fees.
Lost, delayed, or stolen packages
Once your package has been handed to the carrier, it is in their care. If your package is lost, delayed, or stolen in transit, please contact the carrier directly using your tracking number. We are unable to replace or refund orders lost by the courier.
Damaged or incorrect items
If your order arrives damaged or incorrect, please see our Return & Refund Policy for how to contact us.
Local pickup (Toronto)
Local pickup is available in Toronto upon request. Pickup dates are announced monthly on our social media. Email us at hello.sunowls@gmail.com to arrange it.
Questions
Contact us any time at hello.sunowls@gmail.com.