PLEASE BE SURE THAT YOU ENTER YOUR SHIPPING INFORMATION CORRECTLY AND CONFIRM THAT THE FORMAT IS RECOGNIZED USING THE CANADA POST ADDRESS CHECKER. TO BE SURE YOUR UNIT NUMBER IS ADDED CORRECTLY.
Please be sure to double-check your mailing address when creating your account. We will not be held responsible for replacing, refunding purchases, or trying to redirect the shipment to the correct or different address. Redirecting packages with Canada Post results in lost packages and we are not reimbursed for the lost goods due to their policies.
How long does it take to process an order?
Under normal circumstances, please allow 1-2 business days for your order to be processed for shipping. We make every effort to fulfill orders as quickly as possible, but please understand that we are a team of humans and as order volume ebbs and flows, so do our lead times. You will receive an email notification when your order has shipped, but if you need to check on the status of your order, please visit your order status page.
What are my shipping options?
Shipping options are offered at checkout based on your location. Note that transit times are in addition to the processing time mentioned above. Within the United States, options include:
UPS Ground Shipping: We use UPS Ground, shipping cost varies based on the size and weight of the total package. Transit time varies based on location. We are located in Western Canada so either coast is usually fairly quick.
Canada Post Shipping: We offer a few options in which shipping cost varies based on the size and weight of the total package. Transit time varies based on location. We are located in Western Canada so either coast is usually fairly quick.
My Express or Next Day order didn’t arrive on time, what gives?
It’s not common, but carriers do sometimes run into issues delivering on time. Regardless of who dropped the ball, if delivery isn’t attempted in the promised timeframe, we will refund your shipping costs. Just contact us and we’ll get things sorted out.
I’m local, do you offer in-store pickup?
Yes, we do offer local pick-up in the Edmonton area, be sure to let us know pick-up is requested and we will send you instructions to complete the handoff. We are flexible so what ever works fo you we will make it happen.
Do you ship internationally?
We offer international shipping to the following countries:
Canada: Smaller packages ship via UPS/Canada Post and larger packages ship via FedEx, Canada Post, or DHL depending on what is selected. Due to the inconsistency in international transit times, we can’t commit to a delivery window but will advise if we anticipate delays.
Customs and Duties: We work with advanced software solutions to know and understand the duties and taxes upfront so that items can fly through customs for UPS and DHL. You should not have to pay more duties upon receiving your package since they are paid upfront, however, if there is an issue, contact us at Ottalausinc@gmail.com and we can look into it.
However, if UPS is selected, we cannot guarantee how much duty and taxes are, as those are not calculated. So up to you to determine how much local taxes and duties will be if using the UPS international option.
Unfortunately, customs and duties are a fact of life and make international shipping to some countries extremely expensive. We are working hard on expanding our reach and figuring out solutions for international distribution, but we are a small team and because of that, it makes it challenging for international distribution at the moment.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at Ottalausinc@gmail.com with your name and order number, and we will look into it for you.
Do you ship to P.O. Boxes?
Some carriers have limitations regarding delivery to P.O. Boxes. In these cases, we will generally select the next best shipping option. UPS does not support PO Box but Canada Post does, As long as the cost or delivery speed isn’t significantly impacted, we’ll cover any increase to keep things moving along.
How can I return a product/order that I don’t wish to keep?
We accept returns up to 30 days after delivery for any reason, as long as the item is not abused and in its original condition. Please contact us for a return authorization and a pre-paid shipping label. When we receive the return, we will refund the full order amount minus the cost of the return shipping.
Need to return something outside of the 30-day window, please contact us and we’ll work with you on a fair solution. Odds are if the product is still in new condition and you’re not an asshole, we’ll accept the return with no fuss.
In the event that your order arrives damaged in any way, please email us as soon as possible at firstname.lastname@example.org with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will work with you to correct them.
I received my order and the packaging is fine, but there seems to be an issue with XYZ.
This is what our wonderful customer service folks are for. Whatever the issue, know that we stand behind our service and products 100%. We will always work with you to arrive at a satisfactory outcome, whether it’s a warranty claim, product exchange, installation help, and so on. Give us a chance to make things right and we’ll do exactly that.