I've compiled a list of questions that many of you have emailed us with since the pandemic began. Please take a look and see if one of the answers can help you.
"WHEN WILL MY ORDER SHIP?"
You will receive a shipping notice when your order ships. It includes tracking if you paid for tracked item. If you chose letter mail, we have no way to track it and it will arrive when it arrives. CP is trying for 1-3 business days for local, 2-5 business days for western provinces and 4-7 for cross country. Be patient and read below!
"MY ORDER HASN'T ARRIVED":
Please use Canada Post and the UPSP to track your order using the tracking number provided in the link. Click the tracking number within your shipping confirmation - the blue box - and it will take you to the link directly.
"I HAVEN'T RECEIVED A SHIPPING CONFIRMATION":
Please check your junk/promotions/spam folders from the week after you ship. Once we ship the orders, there is an automatic email that goes out. It's from Shopify (from Daub + Design) but as it comes from a different server, sometimes it gets diverted.
"MY CREDIT CARD HAS BEEN CHARGED BUT I'M WAITING ON MY ORDER TO SHIP"
Yes. All orders are charged when you click "purchase". This is standard for e-commerce sites. We do not have the capacity to manually charge all orders and do not have access to your credit card information. We will package and send your order as quickly as we can.
"CANADA POST SAYS MY ITEM WAS DELIVERED":
We are noticing that sometimes Canada Post sends out a notice saying an item has been delivered and in fact, it has not arrived yet. Hang tight for 1-3 days. It usually arrives shortly there after.
"MY PACKAGE HASN'T ARRIVED. CAN YOU TRACK IT?"
Please ensure that you have paid for "tracked package". If you have, there is a tracking number and insurance so we indeed, yes are able to track it.
However, if you chose letter mail ($5.00 flat rate shipping), we have no way of tracking your item. It is uninsured and untrackable. It is like a regular letter in the mail system. We cannot be held responsible for items that do not arrive that were sent letter mail. This is why we also offer a secure, tracked package option.
"WHY IS EVERYTHING TAKING SO LONG?"
There is a backlog of parcels going thru the system and we are noticing high delays in parcels that have to go thru Toronto & Montreal as they have the largest populations as well as have been affected most with COVID-19.. Everyone is now ordering online rather than shopping in-store and this the number of parcels has increased immensely while having less people to do the work.
If you have a sizing question, here is a LINK
to our size chart. We're still happy to help and definitely are available.
Unless there is another concern in the email, please consider this your response as every email we have to individually respond to takes more time away from shipping & all the every day tasks which still need to get done. Please only contact us once you've done the above. We are experiencing a huge volume of emails and we need to focus on getting orders out! It's not that we don't want to chat but we're doing our best.
Thank you for your business! Hoping we all resume normal life again soon. Stay home and stay safe!
DAUB + DESIGN