Shipping Policy


Shipping

(Please note: orders placed on Friday after 1pm will not be processed until the following Monday)

Canadian Orders

Please allow up to 48 hours for your order to be processed. For delivery, please allow 10 business days for urban areas and 6-15 business days for remote locations.

Standard Shipping

  • Free on all orders.  
  • No Tracking number provided.
  • Customer is responsible for providing correct and accurate address at time of checkout. We are not responsible for lost orders due to address inaccuracies.

Tracked Shipping

  • Free* tracked shipping on orders over $75.00 CAD**,
  • Tracked Shipping charge of $10.00 on all orders under $75.00 for central Canada
  • For NWT, Nunavut, Yukon: Shipping charge of $20.00 CAD on all orders under $75.00 CAD
  • If shipping to a specific location is not possible, We’ll contact you to see if we can find another solution. In the unfortunate circumstance that this is not possible, we will refund your money.

** Except for NWT, Yukon and Nunavut

Express Shipping (optional)

  • Please allow 1-2 business days for shipping in Winnipeg, and 3-4 business days for national delivery. Express delivery is not available for NWT, Nunavut, Yukon or remote locations.
  • Shipping charge of $17.00 on all orders under $75.00 CAD
  • Shipping charge of $7.00 on orders over $75.00 CAD

* Calculated after discounts, before shipping and before taxes

US orders

  • If shipping to a specific location is not possible, We’ll contact you to see if we can find another solution. In the unfortunate circumstance that this is not possible, we will refund your money.
  • Free shipping on orders over $75.00 USD
  • Shipping charge of $10.00 USD on all orders under $75.00USD

* Calculated after discounts, before shipping and before taxes

Duties

Orders over $800 USD may be subject to customs/duties fee upon receipt. These amounts are calculated by the governing body of the buyers jurisdiction and so cannot be calculated by the vendor. The buyer is solely responsible for the payment of these amounts.

International Orders

(Outside Canada and the USA)

All international orders will be calculated using CAD.

Please allow 10-25 business days for your order to arrive.

(please note: orders placed on Friday after 1pm will not be processed until the following Monday)

Free* shipping on orders over $250.00 CAD

Grand Total* International Air

Up to $74.99

$75 to $149.99

$150 to $250

$15

$25

$50

Grand Total* International Air

Up to $74.99

$75 to $149.99

$150 to $250

$15

$25

$50

Duties

These amounts are calculated by the governing body of the buyers jurisdiction and so cannot be calculated by the vendor. The buyer is solely responsible for the payment of these amounts. Orders are shipped from Canada.

* Calculated after discounts, before shipping and before taxes

Shipping Questions

Which countries do you ship to?

Our current ship-to list includes: Australia, Austria, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Hong Kong, Hungary, Ireland, Iceland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Turkey, United Kingdom, and the United States and its territories: American Samoa, Guam, Northern Mariana Islands, Puerto Rico and the U.S. Virgin Islands.

Please be aware that all cross-border shipments are subject to inspection and may incur customs duties and taxes according to the laws of your country. These fees are entirely outside of our control and are the responsibility of the receiver.

How much money do I need to spend to qualify for free shipping?

To qualify for free* shipping the order total has to be above $75.00 CAD/USD. Please be aware that when applying a coupon code, this reduces the total amount. For free* shipping, the total after application of coupon code must be above $75.

I’ve already submitted my order, but I need to make a change! What should I do? Is it too late?

We process our orders quickly so you can get your undies without unnecessary delay. However we will do our best to accommodate any requests you may have. The best way to adjust or cancel an order is to email customerservice@CaroQuilla.com

How long does it take for my order to arrive?

Depending on the type of shipping selected, arrival times vary.

  • Standard shipping takes 7-10 business days. (Canada only)
  • Expedited tracked shipping takes 3-5 business days. (Canada only)
  • Please note orders typically take 1 to 2 days business day to be processed before they are ready to ship.

 

How do I track my order?

If tracking is available for your shipment, you will receive the tracking code in your Shipping Confirmation email. It may take up to 24 hours for your tracking code to become active online after you receive your Shipping Confirmation email.

  • All our Canadian orders, not eligible for "local" delivery, are shipped via Canada Post.
  • US orders are shipped with USPS via our courier partner once they go through customs.
  • International orders (outside of Canada and the US) are transferred to your country’s local postal service once they clear customs. To keep shipping costs low, international orders are shipped Standard Surface Mail, and therefore do not always include tracking information.

 

Do you accept international orders?

Yes of course! We would never stop anyone wanting to give our product a try as we appreciate their support. To cover the shipping cost however, there will be a shipping charge added to the total. Please also note that tariffs and import fees vary by country which will not be covered. Just take a quick look at your country’s rules in advance.

Customers are responsible for any customs/duties upon receipt of order. Orders are shipped from Canada.

 

How can I be sure that my order went through?

Once you complete and submit your order, you will receive an email confirmation, usually within minutes of placing your order. Make sure to check the details and that they are correct, if not please contact us immediately.

 

How do packages appear when shipped?

All shipments will arrive in a regular package envelope. Inside the package your CaroQuilla's product will be wrapped in recyclable bags.

 

I think my order is lost! What should I do?

If it’s well past the expected date of delivery, or tracking shows your parcel was delivered but you never received it, don’t panic. We’re here to help. Send us an email at customerservice@CaroQuilla.com with your order number and we’ll be glad to assist.

Your Satisfaction Is Our Top Priority!