General Information
- Order Processing: Orders placed Monday-Thursday are shipped out the next business day. Orders placed Friday-Sunday will ship out Monday.
- Tracking Information: You will receive a tracking number for all your orders.
- Order Cancellation Policy: Orders can be cancelled within 24 hours of placement.
Shipping Policies by Region
CANADIAN SHIPPING
- Free Shipping: Orders over $55 qualify for free standard shipping.
- Standard Shipping Cost: $5.99CAD for orders under $55. Rates may vary based on location.
- Dispatch and Delivery: Dispatched within 3 business days via UPS or Canada Post.
- Shipping Speeds:
- Express: 1-2 business days.
- Standard: 3-9 business days.
- Additional Information: Additional time may be needed for remote areas. No refunds for incorrectly addressed or uncollected parcels.
US SHIPPING
- Free Shipping: Orders over $55 qualify for free standard shipping.
- Standard Shipping Cost: $ $5.99USD for orders under $55. Rates may vary based on location.
- Dispatch and Delivery: Within 1-3 business days via UPS or Canada Post.
- Shipping Speeds:
- Express: 2-3 business days.
- Standard: 3-6 business days.
- Additional Information: Excludes customs duties/import taxes. Responsibility for incorrectly addressed or uncollected parcels lies with the customer.
INTERNATIONAL SHIPPING
- Available Countries: Shipping to Canada and US only. Please note that we have stopped shipping to Europe and Australia due to a number of issues with getting our products through customs, despite complying with all regulations. We strive to overcome these operational challenges and resume our service to our esteemed European customers in the foreseeable future.
- Shipping Cost: Calculated based on location, via UPS or Canada Post.
- Courier Options: Contact us for alternative couriers (additional fees apply).
LOCAL PICK UP (GREATER VANCOUVER AREA)
- Location: 5154 Still Creek Ave, Burnaby, BC V5C 4E4
- Hours: Monday, Wednesday, and Friday from 1:00 PM to 8:00 PM PST ONLY.
- Procedure: Select "Pick up in store" at the checkout page.
- Notification: An email notification will be sent when the order is ready for pickup, usually within 1-2 business days.
- Requirements: Customers must bring their confirmation email when they come to collect their order.
- Scheduling: Please email orders@hakumori.shop with your estimated time of arrival (ETA) at least 24 hours prior to pick up.
- Questions: For any other inquiries regarding pick-up, please email orders@hakumori.shop
Special Circumstances
- Holiday/Peak Season Shipping: Expect longer delivery times during holidays and peak seasons. Orders should be placed well in advance.
- Impact of Weather or Unforeseen Events: Shipping may be delayed. Customers will be informed of significant delays.
Lost or Stolen Packages Policy
- Initial Verification: Before reporting a missing package, please verify your shipping address and inquire with neighbors, roommates, family members, building concierge, or manager to check if they received the package on your behalf.
- Tracking and Search: If your package’s tracking shows no progress for seven days, contact the carrier's customer service for a missing package search. Should there be no update from the carrier a week after your claim, please email us at orders@hakumori.shop for further assistance. We will collaborate with the carrier to locate your package.
- Resolution: Based on the investigation’s outcome, we may provide a replacement or refund and advise you on further steps tailored to your situation.
Returns/Refunds/Exchanges
- For return policy details, please click here.
Customer Service Contact Information
- Email: orders@hakumori.shop for any other inquiries or concerns.