SHIPPING POLICY
Shipping The Sour Moose and sourmoose.ca will do our best to get your order shipped within 48-72 hours; however, there are instances where your order may take longer to leave our location. Orders placed after noon Friday to Monday may see their order shipped the following Tuesday (we are closed on Mondays). In addition, further delays, such as weather, road conditions, etc, may delay your package further.
We make no guarantees as to how long your parcel will take to get to you once it has left our location and accept no liability if your package takes longer than expected to arrive or if your package arrives damaged. Please get in touch with the shipper for these matters.
Once we ship your item, you will receive a confirmation email with the shipping details from ClickShip. Please ensure your email has ClickShip, Freightcom, and sourmoose.ca marked safe, or you will not receive your confirmation email!
Please note: Parcels can take 10-14+ days to arrive, depending on your location. We recommend planning for the delay when you place your order. Expedited shipping is available at an additional cost for our customers.
Free shipping The Sour Moose offers free standard ground shipping on orders above $75 within Canada (NWT and other remote locations may have additional shipping charges). This free shipping does not apply to cases (6 individual cans or more) of beverages.
The Sour Moose and sourmoose.ca will contact you after putting your order together to let you know the difference in shipping cost. Beverages ship at a discounted shipping rate calculated once the order is ready to ship.
Oversized and/or Heavy items may be subject to additional shipping fees.
PO Boxes/Remote Areas: As we use major carriers to ship your delicious candies, The Sour Moose cannot use these providers to ship to P.O. Boxes. Please ensure you enter a civic address to prevent delays in shipping your parcel.
All P.O. Box addresses ship next business day with Canada Post Flat Rate boxes for all remote and P.O. Box locations. Flat rate boxes are limited to 5kg. We are unable to ship multiple cases of soda in these boxes. Buyer may choose to pay for their own shipping should they wish to purchase anything over 5 cans of soda/beverages.
Remote Expedited: For remote or international locations, please get in touch with us for a shipping quote; otherwise, we will inform you of the shipping cost once your package is ready to ship. You must know what products can come into your country for international shipments.
International shipping: The Sour Moose and sourmoose.ca are not responsible should your package be seized or delayed at customs. All customs duties, tariffs and fees are solely the customer's responsibility.
Late or Missing Packages The Sour Moose Inc. is not responsible for late, missing, or damaged deliveries once they leave our store. Please get in touch with the shipper to open an investigation.
Missing Items If an item was overlooked from your order, we must be notified immediately upon receipt of your parcel. We must look at package logs, cameras, and tracking to determine if an error has been made. We are unable to assist with any errors after 48 hours of receipt.
Refusal of Package If parcels are refused, original and return shipping costs will be charged to the purchaser's original form of payment, along with a 20% restocking fee.
Damaged/Frozen/Melted items The Sour Moose makes every effort to ensure your order arrives in good condition. Once your order leaves The Sour Moose, we cannot control the environment or the weather in which your order travels to you. In freezing or extremely hot weather, The Sour Moose may hold your items until the weather is warmer/cooler to prevent beverages from bursting. We recommend purchasing ice packs to accompany your order if your area is expected to be unusually warm or warming packs if it is expected to be cold.
Expedited shipping is available at an additional cost for those who do not want to risk the weather. If items arrive at your location and appear to be damaged, we ask that you file a claim with the shipping company, as The Sour Moose is not responsible for packages once they have left our care. Candy and sodas may freeze or melt during cold or warm temperatures, and The Sour Moose accepts no liability for shipments damaged due to weather.
Incorrect Shipping Address If the customer provides us with the wrong address, the customer will be responsible for paying additional fees to reship their order. If the customer wishes to cancel the order, we will refund the order minus a 20% restocking fee after we have accepted the parcel back in good condition and have verified that all contents are intact. If the package is returned to The Sour Moose Inc., but the contents are damaged, or if the package is lost, there will be no refunds. If the package is en route and the customer requests a shipment intercept/address correction, Customers will be charged $17.20 per package/box (this cost is a direct fee from our delivery service provider). The Sour Moose Inc. and sourmoose.ca cannot guarantee successful interception.
Incorrectly Ordered Items Please note that on orders caused by customer error, we cannot issue credit for shipping in either direction. The customer is responsible for ensuring they order the correct items, and The Sour Moose and sourmoose.ca are not liable for user errors.
Beverages While The Sour Moose and sourmoose.ca take the utmost care in packaging each order, we are not responsible if beverages burst during transit. Please note that the purchaser assumes this responsibility and must contact the courier to open a claim. We cannot offer refunds on burst beverages.
Need help? Contact us at info at sourmoose.ca or +1(877)774-7541 for questions related to shipping.