Legal
Shipping Policy
Last updated: 2026-03-09
Shipping Rates at a Glance
| Destination | Under $150 CAD | $150 CAD and over |
|---|---|---|
| Canada | $17.00 CAD flat rate | Free |
| United States | $17.00 CAD flat rate | Free |
| Rest of North & South America | $17.00 CAD flat rate | Free |
| Rest of World | $30.00 CAD flat rate | Free |
All prices in CAD. Order value is the subtotal of physical goods after discounts, before taxes. HST is applied separately to Canadian orders.
1. Processing Time
Orders are processed within 1–3 business days of payment confirmation. Custom or made-to-order configurations may require additional production time — this will be noted on the product page before you order.
Orders placed on weekends or Canadian public holidays begin processing the next business day.
2. Carriers & Delivery Times
We ship via ClickShip, a multi-carrier platform that selects the best available carrier for your destination based on rate and transit time. Carriers may include Canada Post, Purolator, UPS, FedEx, and others depending on your location.
Estimated transit times after dispatch:
| Destination | Estimated Transit |
|---|---|
| Canada | 2–7 business days |
| United States | 3–10 business days |
| Rest of North & South America | 7–21 business days |
| Rest of World | 10–30 business days |
Transit times are estimates and not guaranteed. Delays caused by customs, weather, or carrier disruptions are outside our control.
3. Tracking
A shipment confirmation email with a tracking number is sent once your order is dispatched. Use the tracking link to follow your shipment on the carrier's website.
4. Customs, Duties & Import Taxes
For shipments outside Canada, you (the recipient) are responsible for any customs duties, import taxes, brokerage fees, or VAT charged by your country. These are not included in our shipping rates and are collected by the carrier or customs authority at delivery.
We are required by law to accurately declare the contents and full value on all international shipments. We cannot mark packages as "gift" or under-declare value.
5. Lost or Undelivered Packages
If tracking shows your package as delivered but you have not received it:
- Check with neighbours and your building's mail room or concierge.
- Check for a carrier delivery notice or attempted delivery card.
- Contact us at contact@flatlinecompany.ca within 5 business days of the reported delivery date.
We will open a trace with the carrier. Investigations typically take 5–15 business days. We will work with you to find an appropriate resolution.
6. Damaged in Transit
If your order arrives damaged, photograph the outer packaging and damage before unpacking further, then contact us within 48 hours of delivery. We will arrange a replacement or refund at no cost to you.
7. Address Accuracy
Please verify your shipping address at checkout. We cannot redirect packages once dispatched. If a package is returned to us due to an incorrect or incomplete address, we will contact you to arrange re-shipment at your cost.
8. B2B & Bulk Orders
Shipping terms for institutional or volume orders are agreed at the time of purchase and noted on the invoice. Contact us for a freight quote on large orders.
9. Contact
Shipping questions: contact@flatlinecompany.ca