Policies

Shipping

Effective 1 September 2026  ·  Last updated 1 September 2026

Free standard shipping across Canada. Tracked, from Toronto.

Where we ship

Canada and the United States. We do not currently ship elsewhere. If you are outside these two countries and want a piece, email [SUPPORT EMAIL] — we will tell you honestly whether we can arrange it.

Rates

  • Canada — standard: free on every order, no minimum.
  • Canada — express: calculated at checkout.
  • United States: calculated at checkout based on destination and weight.

Processing and delivery

In-stock orders leave our Toronto facility within 1–2 business days. Business days are Monday to Friday, excluding Ontario statutory holidays.

  • Ontario and Quebec: 2–4 business days after dispatch.
  • Rest of Canada: 3–7 business days after dispatch.
  • Remote and northern communities: add 3–10 business days.
  • United States: 4–9 business days after dispatch, plus customs clearance.

These are the carrier's estimates, not guarantees. Weather, customs and carrier backlogs are outside our control. What we do control is telling you the moment we know something has slipped.

Tracking

You get a tracking number by email the moment your parcel is scanned by the carrier. If tracking has not moved for four business days, email us and we will open an investigation with the carrier on your behalf.

Duties and taxes

  • Canada: GST, HST or QST is applied at checkout according to your province. There are no further charges on delivery.
  • United States: prices at checkout exclude US duties, tariffs and state sales tax. Where these apply they are the recipient's responsibility and are collected by the carrier or customs authority before delivery. We declare every parcel at its true value; we do not mark shipments as gifts.

Address accuracy

We ship to the address exactly as you enter it. Check it before you confirm. If you spot an error, email us within two hours of ordering and we will correct it if the parcel has not yet been picked up. Parcels returned to us as undeliverable due to an incorrect address are refunded less the actual outbound shipping cost.

Lost, stolen and damaged parcels

If the carrier's tracking shows delivered but the parcel is not with you, check with your building, neighbours and the carrier's local depot first — most parcels surface within 48 hours. If it does not, contact us within 14 days of the delivery scan and we will file a claim and make it right. Parcels that arrive visibly damaged should be photographed before opening where possible; send us the photographs and we will replace the piece.

Pre-orders

Pre-ordered pieces ship on the date stated on the product page. That date is our honest best estimate from the factory schedule, and we update it publicly the moment it changes. Orders containing both in-stock and pre-order pieces ship together when the pre-order is ready, unless you ask us to split the shipment — which we will do at no extra charge.

This policy is provided for information and does not constitute legal advice. FrostPepper Labs Inc. is incorporated in Ontario, Canada. Nothing here limits any right you have under the Ontario Consumer Protection Act, 2002, the Canadian Competition Act, or applicable provincial, state or federal consumer law.