We go through a multi-stage process when we get your order.
PLEASE BE PATIENT – our artisan-crafted meditation and pillow products really ARE made by us. They’re not shipped from some dusty warehouse or imported from overseas. Good things take time and hey, sometimes we’re just really busy with orders!
a) You review your order details
b) We get to work behind the scenes on processing your order.
Processing time includes:
- detailed order checking
- production scheduling & actual production (timing varies depending on many variables)
- inspection & quality control
- careful packaging and booking your shipment with Canada Post (or a courier, if applicable).
The processing stage might take 1-7 business days (not calendar days), and depends on order volumes and production cycles. We work on a first-come-first-served basis, except for larger or institutional orders, which we schedule in advance (it’s complicated, based on a number of variables). In general, larger orders or combos take longer to prepare. If we think it’s taking longer than usual, we’ll get in touch with you.
This is actually the last step of processing your order, and it’s when you’ll receive a shipping confirmation email with tracking details. Once electronic tracking is activated, you can track its progress at any time, as it moves through distribution centres and out for delivery. you can check your shipment’s status online at one of these links: www.canadapost.ca or www.ups.com or www.purolator.ca
Please note that volume and weather related delays are out of our control, and may occur at any time of the year. If this is a gift being sent directly, please let the recipient know it’s coming so it is not returned to sender. Shipping times vary depending on where your order is being shipped. We ship coast to coast right across Canada and up to the Yukon & Northwest Territories!
We’ll both get a delivery confirmation email when your order arrives. We read all feedback, so you can use your order confirmation email to contact us.
Step #2 shipping in-transit time
This can vary depending on whether it’s going to an urban area (Toronto, Montreal, Vancouver) or a regional area (rest of Ontario, etc) or a rural area. We’ll post a chart in future that gives approximate transit times.
In general, for Toronto and GTAA , it’s about 1-2 business days (added to the processing time in Step #1). Most other major cities and regions are 2-4 business days. Rural areas can take 5-13 business days (especially if the shipment misses the ferry to remote islands).
How do you calculate shipping charges?
Shipping charges are based on your shopping cart. Our website is set up to pack your order efficiently, and obtain real-time quotes from shipping servers online. We can’t tell what the charges might be until you tell us where it’s being shipped.
To find out the shipping charges applicable to your order, simply add items to your shopping cart, go to checkout (you won’t have to enter your credit card details yet), and add your postal code and province. This will bring up a selection of applicable shipping methods, and the correct tax for your order.
If you need to change items in your order, click on the shopping cart icon at the top of the screen to go back to your cart, and use the “x” symbol to remove items, or change the quantity, or continue shopping.
I get an error message saying “There are no shipping methods available”
This usually happens when you don’t put a valid postal code in at the checkout page. Typos happen. Try again.
On rare occasions, it’s because of server issues that we can’t control. We have a direct link to live commercial account quotes on Canada Post’s servers. On occasion, these servers are down for maintenance and upgrades, and can’t give a live quote. You can try again in a few minutes, or contact us through our helpdesk (see “Do you still need help? below). We can always set up a manual order and often quote a rate from a similar shipment.
If you have returned to your order and it still shows errors, try refreshing your browser window so it gets a current version of the webpage.
We want to know when this happens, as it usually means someone else is going to have the same problem!
Why don’t you offer free shipping?
Great question! We could, but we’d have to charge a lot more in order to cover the costs of shipping anywhere from Newfoundland and Labrador to the Yukon. We currently ship to every Canadian province and territory except for Nunavut (it’s not that we don’t like you folks in Nunavut, but wow, it’s really, really expensive to ship anything to you).
Our efficient business model means that you only pay the costs of shipping to your location, plus the product price, plus applicable taxes. You’re not subsidizing the shipping costs to anyone else by paying more for the product. Somewhere the seller has to cover these costs, and it always ends up in the price you pay. If not, that seller won’t be in business very long. There aren’t too many companies that can grow or sustain their business without covering their variable and fixed costs (unless they are not paying taxes). Take it from our resident professional accountant (Myoki).
Is local pickup available?
LOCAL PICKUP is not currently available due to high order volumes.
My order says it shipped, but the tracking number doesn’t work
Patience, grasshopper! When we generate a shipping label, that means we have booked your shipment. It still has to arrive at the courier’s distribution hub and be scanned into their servers. Sometimes that takes a bit longer than expected. We’ve automatically subscribed you to email notifications for your order, so if there is an exception (delivery error or delay) or when it’s finally delivered, you’ll be notified by email.
My order says it delivered, but I don’t see it in my mailbox?
For Canada Post shipments: when their tracking tool indicates that a parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location.
Try these common locations before contacting us:
|Delivery location||Where to look for your item|
|A business||〉 Mailroom, front desk or security|
|An apartment building||〉 Security desk or superintendent|
|Community mailbox||〉 In your box or we’ll leave a key in your box for the parcel compartment.|
|Large company or institution (e.g. university)||〉 The mailroom. This is the final point of delivery. You may have a time lapse before the mailroom delivers the item (or notifies you to pick it up).|
|Safe drop||〉 A safe location on household premises. Check around the property to locate the item.|
Note: In rare cases, a delivery scan is entered into Canada Post’s system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.
Do you still need help?
If it has been 24 hours since the Track tool indicated the parcel was delivered but the item has not arrived, report the problem to us. We’ll take it from there. For all other inquiries (customer only), please see our help page.
Canada Post Service Update
FOR CUSTOMERS AFFECTED BY THE FLOODING IN EASTERN ONTARIO, QUEBEC AND NEW BRUNSWICK
Last update: May 12, 2017
To help restore delivery of mail to displaced residents of Ontario, Quebec and New Brunswick as soon as possible, Canada Post has put emergency measures in place. Eligible residents can receive free Mail Forwarding service for up to 12 months.
By registering, Canada Post will be able to ship mail to a different address selected by the customer. Impacted residents have until June 2, 2017 to register for the free service. Please follow this link for the complete service update.
Canada Post Contract Negotiations
Aug 30th 2016: Canada Post Corporation and CUPW (union) have achieved two tentative agreements in principle. We’ve been following the contract negotiations carefully.
Please read our Canada Post Updates article for the latest updates and current strike activities, and how they will affect your shipment.
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