Politique d'expédition
**Shipping Policy Summary**
Hey there! At The Sour Moose, we're committed to getting your order out the door within 2-3 business days (excluding weekends and Mondays). If you place your order after noon on Friday, don’t worry—we’ll ship it out the following Tuesday! Once shipped, delivery is usually pretty speedy, but it can take about 10-14 days or sometimes a bit longer, depending on your location and things like weather. If you’re in a hurry, we’ve got some speedy options available for a little extra cost. How Sweet!
**Express Shipping**
Choosing express shipping is a fantastic option if you’re looking to get your items a little sooner! By selecting this service, you’re making sure that the courier prioritizes your parcel for a quicker delivery. Just a friendly reminder: while we’re committed to getting your order shipped out within 2-3 business days, choosing this shipping option doesn’t necessarily speed up the processing time.
Just a quick heads-up: we’re a small store with a limited team and are closed on Mondays. We ship from Tuesday to Friday, so if you place an order after 1 PM on Friday, it’ll likely be on its way to you the following Tuesday. And remember, even with express shipping, there may be some delays with the courier that we can’t control.
We’re here to help and will do everything we can to get your order to you as quickly as possible! Thanks so much for your understanding!
**Free Shipping**
We love to treat our customers! Enjoy free ground or flat-rate Canada Post shipping on orders over $75 within Canada (though some remote areas and beverage orders might have exceptions and additional shipping fees). Just a heads-up: oversized or heavy items may come with additional shipping fees.
**Incorrect Shipping Address Policy**
Making sure you get your goodies is important to us! Please double-check your shipping address when you place your order. If you need to make a change, let us know before your parcel leaves our store. If it’s sent to the wrong address and comes back, we’ll need to charge for reshipping.
We can't provide refunds for delivery issues, like damaged items or lost packages. If your package is on its way, reach out to your courier directly to change your address.
**P.O. Boxes**
Just a quick note: We don’t ship to P.O. Boxes in the U.S. For Canadian P.O. Boxes, we use Canada Post Flat Rate Boxes, with a weight limit of 5kg.
**Shipping to Remote or International Locations**
Hey there! If you're placing an order from a remote or international location, just reach out to us for a shipping quote – we’d love to help! If you don’t ask for a quote, no worries, we’ll let you know the shipping costs when we dispatch your order. Please remember that you’re responsible for knowing your country's import regulations.
The Sour Moose assumes no responsibility for any packages that might get confiscated, and that means we can’t process refunds for those situations. A little note: customs duties, tariffs, and fees will also be something you'll need to handle. If your parcel is refused entry into your country and unfortunately destroyed, we won’t be able to issue a refund for that order either. However, if your parcel is sent back to us after being refused at customs, we’ll just need to deduct the shipping costs and any related fees from your refund.
In case of any delays, such as a postal strike, we’ll keep you in the loop about shipping costs. For other courier services, there may be additional charges for remote areas. Thanks for understanding, and happy shopping!
**Oversized or Overweight Parcels**
Heads up! Oversized or heavy items might have extra shipping fees, but we’ll reach out to you if your order exceeds 5kg or 10 pounds to discuss any additional costs.
**Late or Missing Packages**
We totally understand how frustrating it can be when things go missing! Please report any missing parcels within 48 hours of delivery. We can’t take responsibility for packages that get lost or damaged, nor for items that are stolen. If you’re worried about theft, let us know during checkout, and we’ll ask the courier to hold your parcel at the depot or require a signature from you.
**Missing Items**
Mistakes happen, and we’re here to help! If you find something missing from your order, please reach out as soon as you receive your parcel. We’ll investigate and see what went wrong. Just remember to let us know within 48 hours of delivery so we can assist you!
**Package Refusal**
If you choose to refuse your package, please note that we’ll need to charge for original and return shipping, along with a 20% restocking fee.
**Incorrectly Ordered Items**
We want you to have a fantastic shopping experience! Before you finalize your purchase, please take a moment to double-check your order, as we’re unable to issue refunds for any orders made in error. Be sure to check the product descriptions to ensure you’re choosing the right items. If you have any questions at all, don’t hesitate to reach out to us—we’re here to help! Thanks for your understanding! Happy shopping!
**Damaged, Frozen, or Melted Items**
We always do our best to package your orders with care to keep them safe and sound! Once your package leaves our facility, though, we can’t control how it’s handled during transit. To help your items arrive in the best condition possible, we might delay shipping during extreme temperatures. If it’s hot outside, we suggest using ice packs, and for those chilly days, warming packs can be helpful!
If your package happens to arrive damaged, please feel free to get in touch with us—we’re here to help you file a claim! Just a quick note: courier companies won’t accept claims for leaks or damages caused by liquids unless the package is insured. Unfortunately, we aren’t able to offer refunds for liquid-related damages because of this policy.
If you’d like to add extra insurance to your parcel for peace of mind, just let us know, and we’ll happily adjust your invoice to include that. Keep in mind that insurance comes with an additional charge. By placing an order with us, you're acknowledging these small risks. Thank you so much for your understanding—we truly appreciate your support!
**Beverages, Pickles & Other Liquids**
At The Sour Moose, we genuinely care about each and every order we send out! While we take special precautions to package everything with love, we want to let you know that we are not responsible for any leaks or bursts that may occur with beverages or pickles or other liquids during shipping. In cases of extreme temperatures, we may contact you to hold your parcel until the weather improves.
Just a quick note: courier companies do not accept claims for leaks or damages caused by liquids unless the package is insured. Unfortunately, due to these policies, we are not able to offer refunds for liquid-related damages. If you’d like to add extra insurance to your parcel for peace of mind, just let us know, and we’ll happily adjust your invoice to include that. Keep in mind that insurance comes with an additional charge.
By placing an order with us, you're acknowledging these small shipping risks. Thank you so much for your understanding—we truly appreciate your support!
If you have any questions or need help, feel free to reach out! Happy shopping!
Contact us at info at sourmoose.ca or +1(877)774-7541