Frequently Asked Questions about Orders
How long will my order take to arrive?
We use UPS, depending on where you are located, your order could take anywhere from 2-5 business days.
Please note this does not apply to weekend orders as well as peak sale periods and peak holiday seasons. Orders may be delayed by up to 48 hours during these periods. Orders placed between 10am Friday and 10am Monday are considered weekend orders.
Delivery time frames can vary over the public holiday periods due to overwhelming demand on postal services. Please expect delays on estimated delivery times and customer service response from delivery providers. Thank you for your consideration.
How much is postage?
We charge a flat rate of $8.99 within British Columbia, Canada and we offer free shipping for all orders over $50 within British Columbia, Canada.
How can I get free shipping?
We offer free shipping for all orders that meet or exceed $50 USD before any applicable taxes and after any promotions or discounts have been applied. Free shipping offer valid only on (brand.com – make sure to change this for each site) orders using standard ground shipping and U.S. billing and shipping addresses. Free shipping based on $50 USD order being sent to a single shipping address. May not be applied to past purchases and cannot be redeemed for cash. For all orders that do not qualify for free shipping, the shipping cost, method (UPS Ground or USPS) and transit times will be determined at checkout. Terms of offer are subject to change without notice.
Can I have my order Express Posted?
We do not currently have an Express Post option but check back in the future!
How can I track my order?
Once your order is dispatched you will receive an email with your tracking number. To track your order, simple enter this number into the UPS tracking website. This link is also in the email.
Can I use multiple promotions or discounts on my order?
You can use only one promotion, discount code, or Loyalty Reward per order.
Do you ship internationally?
Yes, we ship worldwide! Please note that the shipping costs to each country vary. Check out our other websites if you are located outside of Canada:
Australia, New Zealand & Asia
United Kingdom & EU Countries
What happens if I entered the wrong delivery information?
Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
You will receive your tracking information once dispatched.
If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but UPS will eventually return the package to us.
What happens if my package goes missing?
If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with UPS. Every missing package will be assigned a unique case number by UPS and can take up to 2-4 weeks to locate.
If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be an $8.99 postage fee.
What if you are unable to send an item I have ordered?
In the rare instance that we are unable to supply an item on your order, rather than delay dispatch we will send all other items and provide a refund for the value of the short supplied item. You will be notified of this via email and we will let you know the date that the item will be back in stock.
What is Sukin's return policy?
We make every effort to ensure that your purchase arrives to you in perfect condition. Should you experience a problem with your order, please contact us at firstname.lastname@example.org and we will do our utmost to resolve any issue.
If you would like a refund or exchange on your online order, please be sure to email us within 7 working days of delivery. As long as products are returned in the same condition they were received (tamper seals remain in place and the goods are in a re-sellable condition), we will be happy to refund or exchange.
We are unable to refund any postage costs incurred. Please email email@example.com and we will provide instructions on how to return your goods.
How do I know if my order has been successful?
You should receive an order confirmation once you have placed and paid for your order. If for any reason the payment didn’t go through, we will send you an email to let you know and give you some easy payment options.
I have been sent an incorrect item/there is something missing?
If there is an issue with your order (incomplete or incorrect), please email the following information to firstname.lastname@example.org as soon as possible, and will be guide you through the replacement process.
- Your order number
- The item you ordered
- the incorrect item you received