Shipping policy

Shipping Policy

Thank you for shopping at THALELA! Here's everything you need to know about how we ship your order.

Carriers We Use

All orders are shipped via Canada Post, UPS, or Purolator. We select the carrier that offers the best combination of speed and cost for your delivery address, based on package size, weight, and destination.

Processing Time

Orders are typically processed and shipped within [1–2 business days] of purchase. Orders placed on weekends or statutory holidays will begin processing the next business day. During sales or high-volume periods, processing may take slightly longer — we'll let you know if there's a significant delay.

Shipping Rates & Delivery Times

Shipping costs are calculated at checkout based on your location, the weight of your order, and your chosen shipping speed. Estimated delivery times (after processing) are:

Destination	Estimated Delivery Time
[Local / Same Province]	[1–3 business days]
Canada (other provinces)	[2–7 business days]
United States	[5–10 business days]
International	[7–21 business days]

Delivery times are estimates provided by our carriers and are not guaranteed. Delays can occur due to weather, customs processing, or carrier volume.

Order Tracking

Once your order ships, you'll receive a confirmation email with a tracking number. You can use this number to track your package directly on the applicable carrier's website:

Canada Post: canadapost-postescanada.ca
UPS: ups.com
Purolator: purolator.com

International Orders & Customs

For orders shipped outside Canada, please note that your package may be subject to customs fees, import duties, and taxes levied by the destination country. These charges are the responsibility of the customer and are not included in your order total or shipping cost. We recommend checking with your local customs office for more information before placing an order.

Shipping Address

Please double-check your shipping address at checkout — we are not responsible for orders shipped to an incorrect address provided by the customer. If you need to correct an address, contact us as soon as possible at [support email]; we cannot make changes once an order has shipped.

Lost, Delayed, or Damaged Packages

If your package is lost, significantly delayed, or arrives damaged, please contact us at [support email] within [X days] of the expected delivery date. We'll work with the carrier to investigate and find a resolution, which may include a replacement or refund depending on the outcome.