Shipping Policy

Thank you for shopping with Ted & Teddy. We currently ship exclusively to addresses within Canada.

This Shipping Policy explains our order-processing times, estimated delivery times, tracking procedures and responsibilities relating to shipping information.

For assistance with an order, contact us at:

Email: info@tedandteddy.com
Store: Ted & Teddy

1. Shipping Destinations

Ted & Teddy currently ships only within Canada.

We do not currently ship to:

The United States;
Europe;
The United Kingdom;
Australia;
Other international destinations outside Canada.

Orders submitted with a shipping address outside Canada may be cancelled and refunded.

We may expand our delivery area in the future. Any available destinations will be shown during checkout.

2. Order Processing

Orders are generally processed within 1–3 business days after payment has been successfully received.

In periods of high demand, please allow up to 4 business days for your order to be processed.

Business days are Monday through Friday and exclude:

Saturdays;
Sundays;
Canadian statutory holidays;
Other days on which our fulfilment or delivery partners are closed.

The processing period is separate from the estimated delivery period.

For example, an order placed on a Friday may not begin processing until the following business day.

3. Estimated Delivery Time

After processing, the estimated delivery time within Canada is:

9–14 business days

This estimated delivery period begins once your order has been shipped. It does not include the 1–3 business day processing period.

The total estimated timeframe from placing your order to receiving it is therefore normally approximately:

10–17 business days

Delivery times are estimates and are not guaranteed. Delays may occur due to circumstances outside our reasonable control.

4. Possible Shipping Delays

Orders may take longer to arrive because of:

Severe weather;
Public holidays;
Seasonal demand;
Courier delays;
Labour disputes or strikes;
Transportation disruptions;
Remote delivery locations;
Incorrect or incomplete address details;
Customs or import processing where applicable;
Delays at a supplier or fulfilment facility;
Large or unusually bulky products;
Events outside our reasonable control.

We will do our best to provide available information when we become aware of a significant delay.

A delayed delivery does not automatically mean that the parcel has been lost.

5. Order Confirmation

After placing your order, you should receive an order-confirmation email at the email address entered during checkout.

This email contains information such as:

Your order number;
The products ordered;
Your billing details;
Your shipping details;
The amount paid.

Please check your spam, junk or promotions folder if you do not receive the confirmation email in your main inbox.

6. Shipping Confirmation and Tracking

Once your order has shipped, you will receive a shipping-confirmation email containing your tracking information when tracking is available.

This may include:

Your tracking number;
A tracking link;
The name of the applicable courier or delivery partner.

Please allow approximately 1–4 business days after receiving the shipping-confirmation email for tracking information to become active.

Tracking updates are provided by the courier. In some cases, tracking may update slowly even though the parcel remains in transit.

7. Orders Shipped in Separate Packages

Products from the same order may occasionally be shipped separately.

This can happen when:

Products are stored at different fulfilment locations;
Different suppliers fulfil different items;
One product is ready to ship before another;
Separate packaging is more suitable for the products ordered.

When an order is divided into multiple parcels, you may receive more than one tracking number.

Separate parcels may arrive on different days. This does not necessarily mean that part of your order is missing.

8. Shipping Charges

Any applicable shipping charges will be displayed during checkout before you complete your purchase.

Shipping charges may depend on:

The value of your order;
The products ordered;
The size or weight of the parcel;
Your delivery location;
Available promotions.

Where free shipping is offered, any minimum-spend requirement will be clearly shown on the website or during checkout.

Shipping promotions may be changed or discontinued at any time, but this will not affect orders that have already been accepted.

9. Shipping to Remote Canadian Locations

Delivery to remote, rural or northern Canadian locations may take longer than the standard estimated timeframe.

This may apply to certain locations in:

Yukon;
Northwest Territories;
Nunavut;
Northern or remote areas of other provinces;
Locations served through limited courier routes.

Additional shipping charges may also apply where disclosed during checkout.

We cannot guarantee the same delivery timeframe for every Canadian postal code.

10. Correct Shipping Information

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please carefully check:

The recipient’s full name;
Street address;
Apartment, unit or suite number;
City;
Province or territory;
Postal code;
Telephone number;
Email address.

Ted & Teddy is not responsible for delays or failed deliveries caused by inaccurate, incomplete or outdated information provided by the customer.

11. Address Changes

Include:

Your full name;
Your order number;
The incorrect address;
The correct address.

We will try to update the information, but we cannot guarantee that a change will be possible once an order has entered processing, fulfilment or shipment.

Once a parcel has shipped, the shipping address normally cannot be changed by Ted & Teddy.

You may need to contact the courier directly, although the courier may also be unable to redirect the parcel.

12. Parcels Sent to an Incorrect Address

When an order is sent to an incorrect address supplied by the customer, Ted & Teddy cannot guarantee a replacement or refund.

If the parcel is returned to the sender or fulfilment facility, we may offer:

Reshipment to the correct address, subject to additional shipping costs; or
A refund for the eligible product amount, after deducting applicable shipping or return costs.

A refund or replacement cannot normally be issued while the parcel remains in transit to the address supplied during checkout.

13. Failed Delivery Attempts

The courier may attempt delivery more than once or leave the parcel at:

A safe location;
A community mailbox;
A concierge or reception desk;
A nearby collection point;
A local postal facility.

Customers are responsible for following courier instructions and collecting parcels within the specified collection period.

If a parcel is returned because it was not collected or because delivery attempts were unsuccessful, additional charges may apply before the order can be resent.

14. Refused or Unclaimed Parcels

If you refuse delivery or fail to collect a parcel, it may be returned to the sender.

Where permitted by law, any refund may be reduced by:

Original shipping charges;
Return-shipping charges;
Courier handling fees;
Other costs caused by the refused or unclaimed delivery.

Please contact us before refusing a parcel so that we can discuss the available options.

15. Delivered but Not Received

If tracking shows that your parcel has been delivered but you cannot find it, please:

Check your mailbox and any safe delivery locations;
Ask other members of your household;
Check with neighbours, reception staff or a concierge;
Review any delivery photograph or courier notification;
Wait until the end of the delivery day, as some parcels are scanned early;
Contact the courier directly;
Contact us at info@tedandteddy.com if the parcel is still missing.

Please notify us as soon as reasonably possible so that we can assist with an investigation.

We may ask you to provide:

Your order number;
Confirmation of your address;
Information received from the courier;
A written statement confirming that the parcel was not received.

The outcome of a missing-parcel investigation may depend on the courier’s findings.

16. Lost Parcels

A parcel is not automatically considered lost because tracking has not updated for several days.

When an order appears to be lost, we may open an investigation with the applicable courier or fulfilment partner.

Please allow the courier’s investigation process to be completed before a replacement or refund is issued.

Depending on the outcome, we may provide:

A replacement;
A refund;
Store credit;
Another appropriate solution.

We cannot issue duplicate compensation when the courier confirms successful delivery and sufficient delivery evidence is available, except where required by law.

17. Damaged Parcels

Please inspect your parcel and products shortly after delivery.

If your order arrives damaged, contact us at info@tedandteddy.com within 5 days of delivery.

Include:

Your order number;
A description of the damage;
Clear photographs of the product;
Photographs of the outer packaging;
Photographs of the shipping label;
A video where this helps demonstrate the issue.

Keep the product and packaging until we have reviewed the claim and provided instructions.

Please do not return or discard a damaged product before contacting us.

Damaged or defective products are handled according to our Refund Policy.

18. Missing or Incorrect Items

An item is missing;
You received the wrong item;
You received the wrong size, colour or variation;
The quantity received is incorrect.

Before contacting us, check whether your order was divided into separate shipments.

Please include your order number and photographs of the items and packaging received.

19. Customs, Duties and Import Charges

Although Ted & Teddy currently delivers only to Canadian addresses, some products may be fulfilled or shipped from facilities located outside Canada.

As a result, a shipment could potentially be subject to customs processing, import taxes, duties, brokerage charges or other government or carrier fees.

Unless explicitly stated otherwise during checkout, any such charges are the customer’s responsibility and are not collected by Ted & Teddy.

We do not control:

Whether a charge will be imposed;
The amount of a charge;
How long customs processing may take.

Where we confirm that duties and taxes are included in the checkout price, no additional payment should normally be required upon delivery.

This section should be updated once you know whether your supplier ships orders duties paid or whether customers could receive additional import charges.

20. Order Cancellations

We may only be able to cancel an order before it enters processing or fulfilment.

Once an order has been packed or shipped, it can no longer be cancelled. You may need to wait for delivery and then request a return under our Refund Policy.

Submitting a cancellation request does not guarantee that the cancellation can still be completed.

21. Returns

Shipping a product back to us is governed by our Refund Policy.

Customers are generally responsible for return-shipping costs when returning an item because:

They changed their mind;
They selected the wrong size;
They no longer want the item;
The item does not suit their preferences.

Ted & Teddy will cover reasonable return-shipping costs when required because:

We sent the wrong item;
The product arrived defective;
The product arrived damaged;
We made another fulfilment error;
Applicable law requires us to do so.

Do not return any product before contacting us and receiving return instructions.

22. Events Outside Our Control

Ted & Teddy is not responsible for a shipping delay caused by circumstances outside our reasonable control.

These may include:

Extreme weather;
Natural disasters;
Fires or floods;
Strikes;
Government restrictions;
Public-health emergencies;
Transportation interruptions;
Courier-system failures;
Customs delays;
Civil disruption.

Nothing in this section limits rights that cannot legally be excluded under applicable Canadian consumer law.

23. Changes to This Shipping Policy

We may update this Shipping Policy when:

Our delivery destinations change;
We appoint different fulfilment or courier partners;
Our delivery estimates change;
Our shipping charges change;
Legal or operational requirements change.

The current version will always be published on our website with the revised “Last updated” date.

Changes will not affect an order that has already been accepted unless required by law.

24. Contact Us

For questions about shipping, tracking or delivery, contact:

Ted & Teddy
Email: info@tedandteddy.com

Please include your order number so that we can assist you more efficiently.